Service Management

DIGITAL EVOLUTION IN PARTNERSHIP

Service Management

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Our flexible service keeps vital business operations evolving and moving forward. We help our customers extract maximum value from Salesforce and provide expert technical support when needed. 

 Maximise return on investment with our continuous improvement model 

A BrightGen SLA is much more than a promise to provide ongoing technical support. We make sure all our customers are using Salesforce to its full potential. We work with you to develop a roadmap to fine-tune, enhance, or extend your Salesforce capabilities in line with your business strategy. Having BrightGen as a long-term partner has enabled many of our customers to confidently navigate business change. 

 Access to technical support and Salesforce expertise 

Even the most robust systems experience occasional technical challenges. When something needs attention a dedicated Service Manager and team are on hand to resolve your issue. 

 We live and breathe Salesforce and have delivered thousands of business transformational solutions across a range of sectors. If specific technical knowledge or experience is needed the Service Manager can call upon the wider delivery team where appropriate. 

 Our Service Management clients tell us they get more value from their Salesforce investment by working with BrightGen. That's why so many of our customers sign up to a continuous improvement service agreement following their initial project with us. 

 Below you’ll find more information on how we deliver our service management:  

Maintenance

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As a Service Management customer, you have a dedicated contact for your business, plus a team of experts with thorough knowledge of your industry. 

Forming the foundation of our Service Management are a number of activities, which are all agreed with you as part of your Service Framework. They include: Incident, Problem, Change and Release Management, Service Monitoring and an Escalation Process. 

As part of your support service, BrightGen manages any Change Requests raised. These are typically small changes identified by your team or suggested by us as part of our promise to ensure your continuous improvement. Many of these changes are carried out within standard service hours. However, BrightGen will always request authority to proceed and agree priorities with the appropriate person before starting any work. 

Everything we do for you is documented in a shared Service Framework Agreement and backed up by a specific internal support guide and Service Handbook.

Measuring

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We measure and report on your day-to-day Service Management activity. We also keep you up to date on how many of your agreed monthly service hours you’ve used.

Time spent on cases is monitored constantly and the status is reported by BrightGen weekly via email. You can also find information on the BrightGen Customer Community portal, with live information about your hours and cases, as well as much more.

All activities carried out on behalf of your business are covered in the formal service review meeting and documented in any reports we send to you. 

Typically, service report meetings cover the following:
  • Incident / problem review
  • Change review – current and proposed activities
  • Focus and priorities for the forthcoming quarter
  • Recommendations for changes as part of CIP
  • Effort spend update etc.

Mentoring

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Our mentoring process includes a Continuous Improvement Programme (CIP). This is a roadmap of activities agreed with you, where we identify key changes and enhancements to Salesforce within your organisation. These can make it easier to use the system, improve the speed at which you implement or adopt new processes and provide other business benefits.

We provide advice on changes, based on technical knowledge and guidance for future requirements, which ensure our customers get the most out of Salesforce. For example we may recommend you introduce new features, improve your user experience and performance of applications or systems. 

 The CIP will typically include: 
  • Customer roadmap for the platform
  • Lessons taken from data and usage analysis
  • The correction of underlying issues uncovered by incident and problem assessment
  • General experience in providing the service
  • Historic Project and Service Consultant experience