SIGNATURE SUCCESS PLANS Get support for the always-on era.

Transcription

1 SIGNATURE SUCCESS PLANS Get support for the always-on era.

2 Contents Introduction...02 Your Business Context...04 Proactive Engagement...07 Restorative Engagement...10 Conclusion

3 INTRODUCTION Signature Support: Get comprehensive support for your solution. Salesforce has amazing potential to connect your team, provide customer insights, and build your business. But to keep up in this always-on era, you need to make sure your solution is always performing at optimal levels. Signature Support, a feature of the Signature Success Plan, delivers that stability through our proprietary always-on methodology, which is based on both proactive engagement and restorative engagement within your business context. Guided by these two tenets, the Signature Support team of experts deeply understands your IT needs and ensures your solution performs at peak levels. 2

4 The Signature Support Always-On Methodology Proactive Engagement Restorative Engagement Mitigate and Prevent Rapid Response Recommend Triage Communicate and Alert Your Business Context Diagnose Assess Resolve and Restore Monitor Analyze Root Cause Proactive Engagement Restorative Engagement 3

5 YOUR BUSINESS CONTEXT We make it our business to know your business. When it comes to Salesforce implementation, one size does not fit all. Every business has a unique configuration, with challenges like on-premises legacy systems and multivendor cloud solutions. And while the comprehensive support you need starts with Salesforce expertise, we know that s just the beginning. With Signature Support, our experts dive deep into your business, gaining a thorough understanding of not only your unique implementation, but also your company s objectives and obstacles. They understand your priorities and liabilities, and leverage that understanding to give you unparalleled support at any hour of the day. 4

6 YOUR BUSINESS CONTEXT Your designated Signature Support team gives you: Experienced engineers with technical consulting expertise Proactive monitoring and trend analysis Complete accessibility, with 24/7/365 support Comprehensive understanding of your technical and business priorities Personalized updates on issues to ensure rapid resolution 5

7 YOUR BUSINESS CONTEXT Comcast and Signature Support: Your Business Context in Action Comcast s B2B sales team depends on Salesforce. That s not an overstatement. If the application, data, or features aren t available, the sales team can t work % availability is paramount, said Winston Powe, Comcast s Salesforce Delivery Lead. And Signature Support meets Comcast s needs through an intimate understanding of its implementation. Instead of someone taking down our question and taking time to find the answer, [our Signature Support engineer] knows the answer. He s an expert and an integral part of our development team. Winston Powe Comcast Delivery Lead 6

8 PROACTIVE ENGAGEMENT We stop problems before they stop your business. Your designated support team s first priorities are risk mitigation and remediation. They leverage their deep knowledge of your unique implementation to identify potential issues and safeguard your business. But the only real constant is change. So, as your system evolves, Signature Support conducts ongoing end-to-end network monitoring to identify and address new threats. Signature Support does whatever it takes to neutralize problems before they happen, from designing personalized dashboards to reviewing 5,000 lines of code per case. 7

9 PROACTIVE ENGAGEMENT Five Stages of Proactive Engagement: Monitor Signature Support engineers monitor the health of your Salesforce implementation through personalized reports and dashboards. Assess Signature Support identifies liabilities (such as poor-performing custom code or Visualforce page delays) that may cause limit breaches. Communicate and Alert Our designated team notifies you of potential breaches, including notifications of performance degradations. Recommend Once issues are identified and prevented, Signature Support engineers provide best practices and optimization recommendations. Mitigate and Prevent Signature Support engineers provide preand post-deployment planning and monitoring support throughout your development lifecycle. 8

10 PROACTIVE ENGAGEMENT Intuit and Signature Support: Proactive Engagement in Action The day before tax day, a member of Intuit s designated Signature Support team identified an issue that, if ignored, could lead to a serious system problem. The team mobilized a wide array of resources and worked 24 hours straight to resolve the issue. This ensured Intuit s business was protected from a major disruption on the company s busiest day of the year. Signature Support has consistently sustained our business during the most intense challenges. With Service Cloud and Signature Support, we have assurance that our solution will always be up and running to support our business. Shailendra Revankar CRM Engineering Team Manager 9

11 RESTORATIVE ENGAGEMENT We fix developing issues fast. Even with advanced monitoring, some issues escape early detection. When that happens, a fast response is critical, and Signature Support takes action at record speed. Your designated engineer will contact you in as little as 15 minutes, working with you for as long as it takes to resolve the problem. Signature Support will leverage additional resources as needed, including access to our Salesforce R&D team s highest level of prioritization. We know every moment lost is potential revenue lost. 10

12 RESTORATIVE ENGAGEMENT Five Stages of Restorative Engagement: Rapid Response Signature Support will contact you in as little as 15 minutes for Severity 1 issues, followed by personalized updates every 30 minutes. Triage Signature Support will host a multiparty bridge line to provide unified communication and give you priority access to all relevant parties. Diagnose Signature Support engineers will quickly diagnose and understand the issue, based on their strong knowledge of your IT ecosystem. Resolve and Restore Signature Support engineers will work with you to restore functionality in a timely manner. Root-Cause Analysis Signature Support engineers will provide root-cause analysis to prevent recurrence and improve code quality, application performance, and timely releases. 11

13 RESTORATIVE ENGAGEMENT Cisco and Signature Support: Restorative Engagement in Action Cisco distinguishes itself with service level agreements that promise customers 20-minute response times. But keeping that promise is impossible without the Salesforce apps that support Cisco s business. That s where Signature Support comes in. If Salesforce goes down, Signature Support is on a live audio bridge within 15 minutes, said Anupama Rao, Cisco Service Manager. Once the incident is reported, we can expect them to stay on the bridge until the problem is solved. For customer-facing technicians, every disruption is a problem. Signature Support gives us a very tight handshake with Salesforce. It makes it possible to support our business and really makes our lives easier. Anupama Rao Service Manager 12

14 CONCLUSION Your always-on business needs always-on support. The always-on era has changed the game. Your customers expect your business to be running flawlessly every day, all day. To give your customers the seamless experience they expect, you need the most stable solution. Signature Support is that solution. It delivers game-changing benefits to both business and IT stakeholders. SIGNATURE SUPPORT BUSINESS RESULTS INCLUDE: INCREASED User productivity Customer satisfaction DECREASED Risk of lost revenue Risk of negative brand impact SIGNATURE SUPPORT IT RESULTS INCLUDE: DECREASED INCREASED Case resolution time Developer productivity System availability 13

15 Keep your system healthy, 24/7. Signature Support earned 9.26 out of 10 in our recent customer satisfaction survey, so we know it delivers. Want to find out how it can deliver for you? We re standing by to answer any and all of your questions right now. Learn more about what Signature Support can do for your business. Contact your account executive to request additional information or schedule an in-person meeting salesforce.com, inc. All rights reserved. Salesforce, Salesforce1, Sales Cloud, Service Cloud, Marketing Cloud, Chatter, and others are trademarks of salesforce.com, inc. The Salesforce Cloud logo and other creative assets are owned and protected under copyright and/or trademark law. For more information, please visit