No More Backlogs: How One Marketing Firm Gained Speed, Accuracy, and Control in Salesforce with us

About the Company

The client is a Florida-based marketing services firm specializing in customer engagement and loyalty solutions for the automotive retail industry. With over three decades of experience supporting thousands of dealerships, the firm is known for delivering high-ROI marketing programs that blend data-driven targeting with proven direct mail and campaign strategies. Their CRM platform plays a critical role in managing dealer relationships, campaign execution, and performance analytics.

Overview

As the firm’s campaign operations scaled, its Salesforce CRM instance became a central operational hub—but also a source of administrative strain. Internal teams were stretched thin, managing a growing backlog of day-to-day requests: adjusting user roles, modifying dashboards, responding to automation issues, and cleaning up data. Sandbox environments lacked regular refreshes, and there was no consistent change tracking in place. These gaps introduced delays, risked inconsistencies across environments, and limited the organization’s agility in responding to business needs or audits.

Approach

To stabilize and streamline CRM operations, the firm engaged a certified Salesforce consulting partner through a flexible managed services agreement. The 60-hour package was spread across three months and focused on remote support for minor enhancements and administrative needs.

Key areas of coverage included:

• CRM Administration: user and profile management, layout and picklist updates, validation rules, list views, and report scheduling
  
  
• Minor Enhancements: process automation adjustments, dashboard creation, and UX refinements
  
  
• Data Support: bulk uploads, data cleansing, sandbox test data loading
  
  
• AppExchange Add-ons: configuration troubleshooting, upgrades, and security support
  
  
• Environment Management: sandbox creation and refresh, deployment coordination
  
  
• Compliance Support: audit-friendly change documentation and secure tracking of requests
  
  

A structured request intake and prioritization process ensured service-level alignment, with a two-day response time and monthly status reporting.

Conclusion

The managed services model delivered immediate operational value to the client by resolving support bottlenecks and restoring momentum to Salesforce operations. Day-to-day administrative requests were handled efficiently, freeing internal staff to focus on campaign strategy and client success. Data quality improved, sandbox environments were better maintained, and compliance visibility increased through documented, auditable changes. With this scalable and responsive support model in place, the organization is now better equipped to maintain system integrity, respond quickly to change, and evolve its CRM platform to meet future marketing demands.

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