# Four Salesforce clouds, one customer journey.

> We support the platform as a managed service, so the customer journey stays consistent across every cloud.

- Source: https://synconai.com/case-studies/education-multi-cloud-managed-support
- Publisher: SynconAI (https://synconai.com)
- Type: Case study
- Evidence: Delivered work
- Industry: Education
- Products: Sales Cloud, Service Cloud, Account Engagement (Pardot), Marketing Cloud, Salesforce Platform, Flow
- Service: Salesforce Managed Services (https://synconai.com/salesforce-managed-services)
- Reading time: 1 minutes

## In short

We support the platform as a managed service, so the customer journey stays consistent across every cloud.

## How we help

We support the platform as a managed service, so the customer journey stays consistent across every cloud.

## Before and after

| Area | Before | After |
| --- | --- | --- |
| Customer journey | Felt different in every cloud | One consistent journey |
| Support | Ad hoc fixes | A managed service with clear ownership |
| Change | Risky and slow | Planned, tested releases |

## Results

- A platform the team can rely on
- Fewer surprises after each change
- More time spent on customers than on fixes

## How it works

Managed services keep a Salesforce platform healthy after go-live: administration, defect resolution, enhancements, release management and regular health checks, delivered by a team that already knows the configuration.

The real work is prioritisation. A ranked backlog, a steady release cadence and clear ownership stop small issues becoming workarounds and keep the platform moving with the business.

## Our approach

1. **Assess the org.** Review configuration, data, automation and technical debt.
2. **Stabilise first.** Fix the issues causing the most disruption so users feel the benefit early.
3. **Agree the backlog.** Rank requests with the business, not by who asked last.
4. **Release on a cadence.** Ship tested changes on a predictable schedule with communication.
5. **Review and improve.** Run regular health checks and plan for each Salesforce release.

## What to get right

- Let the business rank the backlog.
- Fix causes, not symptoms.
- Test every change before it reaches users.
- Keep documentation current as the org changes.

## Questions

### What does a managed service cover?

Administration, user support, defect fixes, enhancements, release management, health checks and advice on new Salesforce features.

### Can you support Salesforce alongside an ERP on the platform?

Yes. We support CRM and ERP together, considering finance and operations every time a sales-side change is made.

### How quickly do you respond?

Response targets are agreed up front, with faster response for anything stopping the business.

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SynconAI. https://synconai.com/case-studies/education-multi-cloud-managed-support