When you’re looking to implement Salesforce into your organisation, you’re investing in a system that will help your company grow. Yet, as with many investments, the value you get on your return will depend largely on how well you and your team can utilise the software.
To maximise use, like many companies currently do, you should create a position where there is someone to run the system and offer Salesforce support to other staff. The hard decision is whether you should hire an internal admin or a Salesforce consultancy.
This decision isn’t an easy one to make. There are many things to consider. However, on the balance of the evidence, it is highly recommended that you look to get an external Salesforce consultancy, even if it is just for the short term. Here are our reasons why.
1. More experience and greater understanding of Salesforce
One of the most important benefits of bringing in a Salesforce consultancy is that they have years of experience dealing with the software. They know how to navigate common hurdles that are often experienced by companies using the software for the first time, and can bring that experience to make your transition to the system easier, quicker and less costly. They also often have other soft skills and they can be considered multi-cloud experts.
This is knowledge that can’t be replicated easily within your own business. Someone who happens to work in sales and falls into the Salesforce Admin role, which is what commonly happens, isn’t going to have that knowledge. They’re going to have to familiarise themselves with the software, just like the other members of your team.
If an internal employee does fall into the Salesforce support role, then they should do so because they want to learn the system. Even then, you need to ensure that they are trained properly for the role. There are numerous courses and examinations that can be taken. However, until they are properly trained, it is still probably best to outsource Salesforce tasks to an external Salesforce Partner.
2. Knowledge about Salesforce updates
Another benefit appointing a Salesforce Partner is that consultants should stay up-to-date with the latest releases, patches and best practices. Just like with any other software, Salesforce developers and consultants are constantly looking to improve their software knowledge and skills. This is to match new releases Salesforce pushes out three times a year.
Someone who works with Salesforce all day is going to be continuously in the know about these upcoming changes and be able to proactively prepare for them. Remember that a Salesforce consultant works for a company with many consultants, so there is always someone looking at the latest news about the software, so as soon as the new developments are announced, everyone in the team knows about it.
3. Lessen the risk if your Salesforce support leaves
Unfortunately, a key member of staff, like your Salesforce Admin, is not guaranteed to stay around forever. They could move when a new opportunity presents itself. If you’ve got someone internal on the job, then you might have a problem as you’ve lost all that knowledge, experience, and expertise, and will have to start from scratch.
In contrast, working with a Salesforce Partner, you can be assured that they will be replaced with someone just as capable very quickly. This eliminates the cost to find a new employee or train another one up. In addition, the outgoing Salesforce consultant will have all the documentation in a standard format that their successor will understand and can use straight away.
4. Costs can be comparable
Another important factor to consider is cost. Someone who is trained up in Salesforce internally is there all the time and they have to be paid a full-time wage. If they have the relevant qualifications, then they can often demand a pay rise. This can be costly to your business.
A Salesforce consultant, on the other hand, doesn’t have to work full-time with your business. If you’re a smaller company, you can restrict their hours to just what you need. During the rest of the hours, they’ll be working with other businesses helping them. This immediately reduces their outlay, making the Salesforce org more profitable for your business.
5. It can help your business’ transition
Even if you’re looking to get an internal Salesforce Admin, they will need training and time on the job to learn your business processes. You could let them find their feet, but this is going to impact your business. Instead, you want to try to give them a helping hand and let them learn from someone who has experience and expertise in the field.
This is where an external Salesforce consultant can help. For a short period, they can help your new Salesforce Admin to learn the best way to manage resources and get the information they want. Then, when the time is right, they can leave and let your internal hire take care of it. The length of time this takes varies, depending on your staff and complexity of the information you want from Salesforce, but it often allows you to get the maximum amount out of Salesforce quickly while building your own support system.