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Now Offering Pro-Bono Salesforce Support due to COVID-19

Posted in: Blog
By: Damaris Eustice

In this time of uncertainty due to the COVID-19 pandemic, we want you to know that we are here to help in any way we can, including Salesforce support. Many of you are transitioning to remote work for the first time, cancelling events that provide needed funding, and working to find ways to continue serving your clients in the midst of the chaos. All of this is happening while you are also working to keep yourself and your family healthy and safe.

At Exponent Partners, we truly care about your success. We believe that the best way to get through a crisis is to pull together. For all customers with current Customer Success Support plans, we are extending your Unlimited ‘How-to’ Support contracts for six weeks at no additional cost. This is being handled automatically and there is no need for you to take any further steps to request the extension.

If your organization is not actively engaged with Exponent Partners for a Customer Success plan, we will provide eligible nonprofits with free Unlimited ‘How-To’ Support from now through April 30, 2020. To get started, please contact us to request to speak with your Account Executive.

What’s included with this Salesforce Support offer?

Unlimited ‘How-To’ Knowledge and Guidance

The foundation of all Customer Success plans, this offering is the first tier of technical support offered by Exponent Partners. You can submit an unlimited number of “how-to” requests over the web or via email and receive a personalized response within the same business day. Our team will craft customized answers to your questions in the form of step-by-step instructions on how to best complete a task, links to related resource articles in the Nonprofit Success Center, and/or short demonstration videos. Customer Success Specialists will also respond by web video conference to clarify an answer when needed.

We are offering qualifying organizations this Customer Success plan without charge between now and April 30, 2020 to help the nonprofit sector weather the COVID-19 crisis.

About Premium Customer Success Plans and Managed Services

Hands-on Enhancements with Premium Support

What if your request requires a complicated response and more time-intensive guidance? Then your needs have evolved to the Hands-On Enhancements tier of Premium Support. Billed in hours, this tier is ideal if you need Support Services Engineers to troubleshoot complex issues, configure new page layouts, create new formula fields, and/or design new reports for your program and leadership staff. This Customer Success plan includes quarterly check-in meetings, the help of Customer Success Specialists when you need them, and discounted access to Exponent Partners Consultants and Developers on other teams if required.

Customized Customer Success Trainings

In addition to all the benefits described above, Premium Support Customer Success plans also include regularly scheduled training webinars and demos that occur every other month (alternating with Exponent Case Manager User Group webinars). These Premium Support live demos and training webinars are designed and delivered by Exponent Partners Consultants on topics and themes specifically requested by customers like you. We regularly develop new curriculum that is most relevant to your needs. This approach helps customers like you evolve with the system and grow more self-sufficient over time.

Managed Services for Salesforce Administration

Our Customer Success team offers a managed services package that includes a dedicated staff member who provides up to 20 hours per week in system administration for your organization. For a flat fee, your nonprofit can enjoy the benefits of a fully-loaded Salesforce administrator without the risks. Rather than waste precious budget resources recruiting an internal hire, you’ll gain access to our firm’s full roster of Salesforce experts with niche skill sets in Einstein Analytics, Exponent Case Management, and other third party applications. Read more about Managed Services.

Note: Premium Support, Customer Success Trainings, and Managed Services are not included in this offer.

Contact us to learn more about which Customer Success support plan is right for your organization.