Everything You Think You Know About Managed Services is Wrong Once your Salesforce instance is up and running, there’s no doubt you’re feeling pretty good. You did it! Go- live was a success and now you’re reaping the rewards. But how do you keep the good times rolling? Your full- time job consumes enough of your day, let alone trying to stay up to date with all of the requests coming from the users, or staying on top of all the latest and greatest capabilities and improvements. Maybe getting managed services support from a Salesforce partner is on your mind, and maybe you’ve heard a thing or two that keeps you from making the jump into proactive project and process augmentation. With Navigator, Silverline’s managed services solution, we aim to set your mind at ease. It’s important to have all the facts in order to make an informed decision for your business. So we’ve set out to address common myths about managed services and help you keep your Org moving forward. Table of Contents Most companies just need staff augmentation, 4 Myth 1 not project management Managed services only applies to Salesforce 6 Myth 2 Implementation went great, so there’s no need 11 Myth 3 for managed services Managed services is just keeping the lights 12 Myth 4 on for CRM solutions Managed services is for people who have a 16 Myth 5 specific problem in need of a specific solution Organizations need a backlog already in place 18 Myth 6 to get full value from managed services Managed services is too static; organizations 21 Myth 7 need a dedicated project team Myth 1 Most companies just need staff augmentation, not project management Salesforce isn’t something that one At Silverline, we’ve structured services admin can master and manage in such a way that it allows us to anymore. You need multiple skill sets partner with and consistently deliver to get the solution that works best for efficiencies, value, and real transfor- your Org. And that skill set could include mation for our clients. We balance data work. It could include custom their deficiencies and complement development, complex configuration,their strengths, by providing a diverse and integrations to other systems. team rather than a single person or a single role. Beyond the immediate You might need a specialty around client team sits hundreds of Silverliners a particular industry, a complicated with a wide diversity of experience that enterprise architecture, or possibly can be used on an as-needed basis to adherence to regulatory compliance. provide consultation, solution design, And when you go the staff augmenta-and subject matter expertise. No tion route, you get the expertise and single resource or role could provide skills of a single resource and not a this kind of flexibility and impact. multi-faceted team to address the need. Oftentimes, you discover that Our teams foster and develop long- you needed more than you thought. term partnerships while efficiently You can’t know what you don’t know — defining challenges and continuously so bringing in a third party with cross- delivering innovative solutions that functional expertise can help identify, positively impact your business. define, and implement solutions that better serve your company in the long run, while helping to deliver tangible ROI on your valuable investment in the platform. 4 Myth 2 Managed services only applies to Salesforce Managed services provides skill sets that operate across an ecosystem of solutions. When we say Salesforce, there are so many disciplines. From basic platform needs, classic Sales Cloud, Service Cloud, and Marketing Cloud needs; not to mention the AppExchange and the vast array of Salesforce partner applications that can help tie together components and solutions efficiently. It takes deep cross-functional expertise to tie together all the capabilities Salesforce brings to the table. At Silverline, managed services doesn’t mean just Salesforce. We come in as a strategic partner focused on evolving your solution. We have the ability to not only look through the Salesforce lens, but also to take a broader look at the entire environment of solutions. We understand how different applications, components, and solutions knit together to provide comprehensive platform solutions. We work on integrations, platform-specific or analytics-specific components, AppExchange, field marketing, mobile compatibility, and more. We look at your broader architecture and identify opportunities to simplify and condense processes. We draw on our broader team — people who also have expertise in various industries and ancillary tools around Salesforce that are on the AppExchange and are integrated with other platforms. We touch on many different types of enterprise architecture. Over the years, Salesforce has purchased multiple businesses across industries and focuses — and we have experts available in virtually all of them. 6 1 Case Study A Texas-Sized Digital Transformation How Stonebriar Spurred Growth and Rounded Up Deals Stonebriar Commercial Finance is a privately held company that provides financing solutions to a wide variety of industries throughout the entire credit spectrum. As a rapidly growing asset management startup, Stonebriar has faced incumbent competition from much larger firms in their ecosystem, many of which use outdated tech- nology to originate deals from $5M to more than $50M. Many challenges, mandated changes Stonebriar had limited executive insight into their pipeline, as well as the new lead qualification and loan origination opportunities for five major business platforms (i.e., general equipment, rail leasing, aviation, sponsor finance, and real estate). Their processes were highly manual, requiring keying new opportunities into disparate systems for loans, leases, and post-book servicing. An outdated website with limited content management capabilities made it hard to foster a dynamic external marketing presence for B2C and B2B customers who are highly engaged on social channels. Stonebriar had no way to perform B2B retargeting to capture attention, measure engagement, or evangelize success. The company was mandated by executive management and the board to grow its book of business threefold while maximizing efficiency and minimizing headcount. It was clear they needed to grow firm optics and increase ecosystem presence in all channels for all platforms. But how? Stonebriar knew they needed outside help, so they connected with Silverline to transform their digital ecosystem. 8 Strategic, layered solution To address Stonebriar’s marketing Silverline customized Sales Cloud to needs, Silverline designed a brand- fit Stonebriar’s needs — enriching new website front and back-end opportunities with external data with robust Pardot integration, which sources to calculate risk and portfolio expanded their footprint, established exposure, track staffing requirements, differentiated business platforms build approvals for required credit, for lead routing, and improved asset, and funding tasks, and track the customer experience through progress of underwriting. beautiful, intuitive design. We also integrated Stonebriar’s New Pardot mailing lists, templates, Salesforce Org with SuperTRUMP, and landing pages allowed Stonebriar Infolease, and Treasury and Market to segment, target, remarket, and build Rates systems so producers can their referral pipeline. Silverline also efficiently price and close deals andextended Pardot capabilities to social executives can accurately forecast channels via LinkedIn and Twitter to cash flow and portfolio performance.expand and measure engagement Along with these technology and route new leads or opportunities integrations, Silverline implemented to the appropriate teams. pipeline and business activity reports with Conga so with a simple click, Lastly, automated Einstein Contact executives can quickly see the health, and Activity Capture improved performance, and scale of their lines productivity and provided actionable, of business. predictive insights about deal pipelines to executives through Einstein Analytics. 9 Navigating new releases From the start, Stonebriar had a large backlog of needed enhancements and new features with constantly shifting priorities. Silverline applied its Navigator delivery methodology to improve flexibility to re-prioritize as business needs shifted and move at a manageable velocity. By constantly deploying new features — rather than introducing a complete solution all at once — Stonebriar successfully improved user adoption and brought new processes and users onto the platform with little pushback. Measurable results from managed services Silverline and Stonebriar successfully partnered to implement a robust CRM that addressed the challenges outlined when the project began. Since project end, Stonebriar has successfully: ○ Reduced time for deal origination from 72 hours to four hours ○ Increased real pipeline throughput of over 2x (217%) YOY in the first year and 2.5x from January 2018 – April 2019 ○ Scaled from 103 to 130 customers within 15 months (26% increase) with one headcount addition, and from 302 to 372 contracts within the same period (23% increase) ○ Issued five securitized bonds of $2.25B since inception, two of which occurred after the Salesforce implementation completed — due to increased analytics, visibility, and performance (the sum of the two are almost 35% larger than the sum of the previous three) ○ Originated over $20M more/employee than closest competitor ○ Increased deal origination by $50M ○ Grew portfolio