While organizations are prepared to make a big investment up front to implement Salesforce, greater value and return on investment can be derived if there is an affordable and sustainable operational plan for how updates are continuously delivered to the business.

Rimini Street has invested in a business model and a support infrastructure for post-implementation services that has earned them leadership in the industry. We are now bringing this to Salesforce clients who want to accelerate their utilization, adoption and consumption at scale.

Salesforce has dramatically changed the software world forever. Since launching 20 years ago, they have continued to expand the range of solutions, from Sales Cloud, to Service Cloud, Marketing Cloud, Community Cloud, and now, Integration Cloud. In parallel, their AppExchange ecosystem delivers thousands of applications that are designed to interface with the core Salesforce platform.

While the Salesforce platform offers infinite possibilities to modify functionality and add on specialized capabilities, the bounty of new releases, new product introductions, and new applications can be challenging for customers to determine the best way to take advantage of these innovations.

In addition, many customers have years of customizations and integrations that need to be maintained, periodically upgraded, or retired in favor of native Salesforce features or 3rd party AppExchange applications.

All the while, business users and business rules change, creating a constant demand for workflows and other automation, analytics, and customizations, thus increasing the number of projects/requests that have to be handled by IT and Operations teams.

The very extensibility and flexibility that Salesforce offers can often come with surprises, like costs and resourcing requirements, which many organizations don't factor into their long-term plans and budgets.

Budgeting for Salesforce goes beyond the licensing fees. In fact, that is usually the smallest and easiest cost to figure out. It's the ongoing cost of keeping the new system up and running, as well as the cost of deploying new or additional functionality which is often overlooked. Since Salesforce requires constant care and feeding beyond implementation, there are three questions that help scope costs over time:

  1. What is the day-to-day work involved in keeping your Salesforce environment in sync with the needs of your business? That could include work beyond success plans, like
    1. A myriad of Salesforce configuration options: new/ modified fields, objects, workflow rules, reports and dashboards; email templates, field mapping, price book updates
    2. User administration changes: Additions/ modifications to users, profiles, role hierarchy, permission sets, and more
    3. Production support: Who is on call to support your production environment in the case of a custom code, integration, or declarative logic failure? What is the staffing cost of a 7x24x365 coverage model?
  2. What is your plan when you need ‘flex capacity’ or specialized skills to complete projects that are above and beyond your normal operating model? For example, integrating an AppExchange application, or an electronic signature application, or a channel deal registration workflow?
  3. Who on the team is responsible for more than tactical support of our system? Who is reviewing the relevance and applicability of new releases to your organization and how to best implement these capabilities?

If you answered “yes” to any of those questions, the next step is avoiding surprises that often come with how you decide to operationalize projects.

"Salesforce customers have thousands of service partners to choose from, yet very few service partners today have the ability to address such a crucial support gap by delivering cost-effective, personalized, responsive support."

Rebecca Wettemann, VP of Research, Nucleus Research

While most organizations are able to get the implementation support they need, there has been a shortage of partners who can help them navigate the overwhelmingly vast array of Salesforce features and services after the initial implementation is complete. At an even more basic level, organizations need help getting the most out of what they have already bought and implemented.

  • Internal resources often can’t dedicate the time to be certified in and keep up with the ever-changing technology – and the good ones are always recruited away by application or consulting companies
  • Consultants and system integrators who specialize in the big implementation projects but don’t have business models to support the lower-cost day-to-day operational needs
  • Consultants who provide low bids, then leverage less experienced or outsourced agents who do not have the experience and/or skills needed to make trusted changes in your Salesforce environment
  • We have been delivering support for more than a decade — no surprises on the quality of resources we assign or services we deliver
  • Our Salesforce catalog includes over 60 managed services — no surprises on the scope we cover
  • We offer predictable subscription-based pricing — no surprises around budget requirements or unplanned costs

Rimini Street (Nasdaq: RMNI) has built its reputation on providing world-class support. Earlier this year, Rimini Street announced a partnership with Salesforce to offer enhanced services for companies using Salesforce Sales Cloud and Service Cloud. 

Our mission is to simplify the day-to-day optimization of Salesforce. That might sound crazy, especially in the context of Software as a Service, which is supposed to be so simple and easy already. The reality is, SaaS removes the pressure on your IT team to maintain the hardware and operating systems - it does not however, eliminate the need for people who have the time, skills, and knowledge to optimize the software for your business.

Our unique subscription-based pricing allows our customers to increase the predictability, productivity and efficiency of their Salesforce spend. Rimini Street has two post-implementation service offerings for Salesforce customers: core support for your day-to-day Salesforce projects, as well as managed services for complex customization and integration initiatives.

Core Support:

  • Around-the-clock, 15-minute SLA production break-fix support for customizations, custom code, and integrations
  • Proactive success programs focused on adopting Salesforce best practices and Salesforce release-readiness assessments
  • Support provided by an assigned primary support engineer and global delivery team

Managed Services:

  • Includes the Core Support offering
  • Increases the project capacity of your existing team by using an unlimited amount of Salesforce configuration, minor development, and user administration services

Core SupportManaged Services
Salesforce Production Support
Named, Regional Primary Support Engineer
24/7/365 Break- Fix Support, Guaranteed 15-Minute or Less Response for Priority 1 Issues
Salesforce Configuration Support
Salesforce Custom Code Support
Salesforce Integration Support
Proactive Salesforce Success Programs
Release Readiness Assessment & Recommendations
Salesforce Enhancement Services
Application Administration
Application & Configuration
Select Development Services
Report and Dashboard Services
Data Import & Export Services

Both offerings are provided on a per-user subscription-based price. There is no limit on the number of logged tickets, no draw-downs, no “use-it-or-lose-it” policies and no change orders. No surprises. Just world-class service.

Rimini Street Support Services for Salesforce

To learn more download the Rimini Street Support Services for Salesforce datasheet