WELCOMEwe are

Service ManagementMaking the most of Salesforce

HELPING ORGANISATIONS

TRANSFORM FOR 10 YEARS

OUR CUSTOMER-FACING TEAM ARE ALL

IN-HOUSE AND UK-BASED

100 PEOPLE AND GROWING

SALESFORCE CERTIFIED TECHNICAL

ARCHITECTS

OUR WORK SPANS THE GLOBE

9 8.9.85/10 CUSTOMER

SATISFACTION SCORE

308

308 SALESFORCE CERTIFICATIONS

Why you can trust us with your Salesforce

Experience across the entire salesforce product suite

SERVICE MANAGEMENTSERVING OUR CUSTOMERS IS AT THE HEART OF OUR BUSINESS

43 SERVICE MANAGEMENT CUSTOMERS

18 DEDICATED CONSULTANTS

INDUSTRY SPECIFIC

EXPERTISE

COULD SERVICE MANAGEMENT BENEFIT YOUR COMPANY?

I WANT TO DO MORE WITH SALESFORCE BUT DON’T KNOW WHERE TO START

I WANT TO GROW MY BUSINESS

I HAVE NO INTERNAL SUPPORT

I INHERITED THE SALESFORCE PLATFORM

WHAT’S EVEN IN THERE?

I DON’T WANT TO RAISE A PO FOR EVERY SMALL CHANGE

WHAT WE DOWhat we do is built on your needs

BAU SUPPORT

CONTINUOUS IMPROVEMENT

MINI-PROJECTS

WHAT WE DOWhat we do is built on you getting return on your investment

ROADMAPPING

INNOVATION & INSIGHT

RELEASE MANAGEMENT

WHAT WE DOWhat we do is ensuring you have the skills on hand for whatever

you need

PRODUCT EVALUATION

WHATEVER YOU NEED…

USER TRAINING

Payback on your investmentImproved Salesforce experience & adoptionEvolving solution ready for improvements and enhancementsConsistent procedures and Best Practice solutionsPlatform guidanceInnovation, suggested solutions, products and featuresA flexible delivery model without having to fund a projectOn call experts

SEE THE BENEFITS

HOW DOES IT WORK

• First step : the transition to Service• Quarterly hours for flexible use• Uplift model to absorb peaks• Firm control on service hours expenditure• Easy case management and communication routes• ITIL based processes• Formal SLAs for Incident and Change Impact Assessment

WHAT DO I GET?

• Regular service reviews• A primary Technical Lead, Service Manager & Account Management• Continuous Improvement planning & Roadmap• Focus on Customer ROI• A segway into the BrightGen world of experts, when you need it• Support, changes, training, testing, enhancements, whatever you need

Customer success storyFollowing an overhaul of their holiday property booking system, LMT had a fully integrated website, payment processing solution and Salesforce CRM

LMT needed ongoing support and small changes to secure their new revenue generation - plus they had roadmap for more continuous improvements

The BrightGen solutionA pre- paid block of hours to manage quarterly releases of small

to medium improvementSingle point of contact for support helping with the management

of third party suppliers Uplift facility to deliver medium sized projects

Customer success storyThe BrightGen effect

Optimized Property Search - Improved and enhanced the property search facility by adding new search criteria and fields to improve user experience

Salesforce Release Management - Help and support LMT through 3 releases per year, via our own webinar plus early sight and remedy of potential issues

Salesforce Platform Migration - Helped and supported LMT through a seamless migration to an European data centre

Lundy Ticketing Project- Replacement of LMT’s legacy booking and ticketing solution for Lundy Island ferry and helicopter crossings with a supported solution build on Visual Force

Financial Force - Acted as trusted advisor, impact assessor and supported LMT during their project to implement Financial Force to replace their legacy accounting solution

Customer success story

Having begun replacing a limiting Oracle based database with Salesforce in 2011 with the aim to achieve Single Supporter View, improved marketing and analytics and more efficient processes, Barnardos turned to BrightGen to replace their implementation partner in 2012.

Barnardos needed to go live with their new set up quickly, and ensure ongoing support was available. They had 145 users across fundraising, finance and information services, and around 2 million customer records.

The BrightGen solutionClear migration plan put in placeA Quarterly allocation of hours, able to shift across months for ongoing

workContinued contact with the original development/implementation team

Customer success story

The BrightGen effectTimeline in progression:● Go live & immediate aftermath - Service team fully managed all ‘immediate

fixes’● Phase 2 - Continued support for urgent issues and gradual introduction of

improvements and alterations● Today - Most hours deployed for improvements rather than fixes. Time is available

for internal knowledge transfer to Barnardos staff.

Cases - c 5000 support cases raised in 2 years.Salesforce Release Management - Help and support Barnardos through the usual 3

Salesforce releases per year, via our own webinar plus early sight and remedy of potential issues. Also for additional Barnardos releases at various points of the year.

YOU’LL BE IN GOOD COMPANY

Thank YouGet in touch: info@brightgen.com