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Evaluating Salesforce Support

Evaluating Salesforce Support

Sejo Jahic
CEO
·
Salesforce
·
February 8, 2024
In this article
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Key Categories to Focus On

Evaluating Salesforce support is a complex task that will provide meaningful information and potentially save you a lot of time, money, and energy in the long run. This endeavor involves a mix of quantitative metrics and qualitative assessments, some of which are trickier than trying to catch moonlight in a jar.  

What if we divided this assessment into four important categories? It becomes easier to keep the focus on what matters. Here it is:

  • Cost
  • Productivity
  • Efficiency
  • Organizational Impact

Cost

Ah, the perennial starting point for many organizations when assessing their Salesforce support. It's the low-hanging fruit. Most folks focus solely on the direct costs—salaries, invoices, you name it. But hold your horses, because lurking beneath the surface are the sneaky indirect costs.

Think about it: there's the recruitment hustle, the training grind, the onboarding shuffle, and the ongoing management saga of your support team members. A haphazardly organized support system can wreak havoc across the entire organization, leading to lost time, plummeting productivity, dwindling efficiency, and a revolving door of support staff. And there is the elephant in the room—the unrealized ROI on your Salesforce investment, which could very well be the prime culprit of all indirect cost factors.

Productivity

Now, moving to productivity—assuming you've organized your affairs with a nifty case/ticket/request management system. Here's what you want to keep tabs on and spruce up.

The number of cases/tickets/requests resolved within a given timeframe. Picture your support team heroically closing 50 cases in a month.

Is the ticket count shooting up like a skyrocket or dwindling faster than a melting ice cream cone?

What's the size of your backlog looking like?

And hey, advanced reporting isn't just for show—it'll also dish out the cold, hard numbers on ticket costs, helping you prioritize like a champ.

Efficiency

These are some standard IT support metrics that provide information about the quality of the support:


  • What are TTA (Time To Answer a Request) and TTR (Time to Resolve a Request) for your tickets?  
  • How many tickets need to be reopened?  
  • How many bugs or issues does each resolved case generate?  
  • How many hours of non-support staff (users) were required to help resolve this ticket?

Organizational impact is a tricky beast to wrangle on paper, but a quick chat with your team can offer some invaluable insights:

  • How's the team feeling about Salesforce and the support they're getting?
  • Are you reaping the sweet fruits of your Salesforce investment?
  • Is your organizational ship sailing towards the promised land or drifting aimlessly in the sea of mediocrity?
  • Are your troops sharpening their tools and your organization becoming a lean, mean, operational machine?
  • And last but not least, is Salesforce stirring up more chaos or lighting the path to achieving goals and objectives?

But hey, before you start evaluating your Salesforce support, allow me to share a bit of wisdom and offer you a little something extra.

Why Choose ECHO Technology Solutions?

At Echo Technology Solutions, we've been quietly mastering the art of Salesforce support for over 22 years. Our expertise spans various verticals and technologies, with a track record dating back to 2005.

This company provides a wide range of capabilities, technical prowess, and a friendly team-oriented culture. Oh, and did I mention the capacity for building long-term relationships and partnerships with our clients? It's kind of our thing. Plus, we've honed a hybrid on-shore/off-shore model to perfection. So, if you're ready to take your Salesforce support to the next level, why not give us a shout? Your Salesforce journey just got a lot smoother.

And hey, while you're at it, don't forget to check out the Echo website, where we detail our offer tailored to your specific needs. Let's face it, when it comes to the Salesforce support process, having a trusted partner by your side can make all the difference.

Sejo Jahic
CEO
·
Salesforce
·
February 8, 2024

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