Why Salesforce maintenance is no longer enough: the shift towards Continuous Improvement Services

Service philosophy, co-innovation and a 360° vision

The Continuous Improvement Service (SMC in Spanish) is designed to go beyond traditional technical support, moving away from a reactive ticket-based model focused on firefighting. Instead, it acts as a true long-term partner and strategic companion, providing close, daily and hands-on support.

By embedding itself into day-to-day operations and understanding business priorities, the service becomes a space for ongoing co-creation with a long-term perspective. In this way, we approach Salesforce evolution as a continuous program delivered in small, incremental improvements over time, ensuring the platform consistently delivers real value and remains aligned with business objectives and the company’s north star.

This proactive approach strengthens a 360° vision, where the focus is not on solving isolated issues, but on managing the organization’s full ecosystem of capabilities in a holistic way.

Operational stability and multi-cloud expertise

The technical foundation of this strategy lies in deep platform stabilization, addressing issues directly at their source. Thanks to a well-established agile methodology, the team is able to significantly reduce incident volumes, bringing historical rates (typically around 40–45%) down to a minimum range of 15–20%.

By eliminating recurring errors and removing reactive workload from the client, time and resources are freed up to focus on proactive optimizations and evolutive developments that deliver real business value.

This operational robustness is fully extended across a complete multi-cloud ecosystem. The service covers everything from Sales, Service Cloud and Marketing Automation to advanced solutions such as CPQ, integration platforms, and the adoption of artificial intelligence. In this way, technical expertise is directly applied to day-to-day efficiency, connecting operational strategy with real user experience.

The human factor: single point of contact and full flexibility

One of the key strengths of the model is its flexibility, both in its human structure and service conditions.

At the core of the relationship is the Service Manager, acting as a strategic consultant and single point of contact (SPoC). This certified profile is responsible for deeply understanding the client’s business, coordinating the delivery team, ensuring SLA compliance, and leading both weekly prioritization meetings and executive steering committees.

Behind this interface, a multidisciplinary expert pool model mitigates risks typically associated with in-house teams, ensuring full coverage during workload peaks, holidays or unexpected absences so that service continuity is guaranteed.

Financial flexibility is also embedded in the model through a modular monthly fee. Unused hours can be carried over into periods of higher demand, while the team can be quickly scaled when business needs require it.

To ensure full transparency, a dedicated portal allows clients to monitor tasks, hours and KPIs in real time. At the same time, the team is fully adaptable to the client’s own tools, ensuring seamless integration into their day-to-day operations.

Service lifecycle and quality assurance

The onboarding phase begins with a deep system assessment, enabling the identification of improvement areas and the rapid activation of quick wins to unlock backlog and generate early impact.

During service delivery, quality is ensured through continuous oversight by a technical lead and solution architect, alongside a standardized release protocol designed to minimize production risks.

Service health is continuously measured through satisfaction surveys and NPS, supported by the experience of more than 180 clients and an average rating of 4.9 out of 5.

Finally, service offboarding is managed in a structured and frictionless way, ensuring a complete transition through documentation, knowledge transfer sessions and shadowing with the new provider, while always respecting full client ownership of the platform.