Managed Service:
running well, improving every month
Your Delivery Manager is embedded from the first day of any programme and stays with you after go live. The service keeps Salesforce and the tools around it running well, and it is where Artificial Intelligence is put to work: use cases put live, measured, adapted and extended, and your team trained as you go, with whichever tools fit you. Each month’s time is planned against your goals, not spent waiting for requests.
What is covered?
Six streams, one route, one Delivery Manager. Every request becomes a work record you can see and comment on.
Issues
When something business-critical stops working, it comes first. Response targets are agreed in your schedule, and your Delivery Manager keeps you informed until it is fixed.
For example: a Gift Aid claim failing, an integration that has stopped syncing, an agent giving wrong answers.
Administration
The routine changes that keep the platform matching how you work, done properly and documented.
For example: new starters and leavers, permissions, fields and page layouts, reports and dashboards, Salesforce release checks.
Ideas
A prioritised backlog of improvements, scored against your success goals and worked through month by month, so the platform keeps getting better rather than just staying up.
For example: a new supporter journey, a cleaner grant process, a dashboard for trustees.
Artificial Intelligence
A continual workstream, not a one-off project. Use cases are put live on your own data, measured, adapted and extended, with whichever tool fits: Agentforce, Claude, Microsoft Copilot or others. Sometimes the first job is fixing the data.
For example: meeting notes and first drafts, questions answered from your own data, an agent that handles routine supporter queries.
Training and adoption
People get value from what they have been shown how to use. We train your team when something goes live, when tools change and when new people join, and we track adoption so quiet teams are picked up rather than left behind.
For example: short sessions by team, written guides, a check on who is using what.
Governance
The disciplines that keep the platform and your Artificial Intelligence trustworthy: security and access reviews, releases, data quality, your Artificial Intelligence policy and reporting to your Steering Group.
For example: we can help review access each quarter, policy every six months, new capability assessed before it reaches your users. All planned into your monthly time at your request.
Artificial Intelligence: a workstream, not a project
A project gives you a go live. A workstream gives you the value. Models change every month, your processes change every year, and nobody gets value from a tool they have not been shown how to use. So Artificial Intelligence does not finish at go live. In the Managed Service it runs as a continual workstream with a feedback loop built in: every use case is put live, measured, adapted and extended, your team is trained at each step, and what we learn shapes what comes next.
Salesforce holds your supporters, donors, cases and programmes, and any Artificial Intelligence is only as good as the data it can reach and trust. We keep that record accurate and connect it, step by step, to the tools you choose. That is why every Artificial Intelligence engagement we run continues into a Managed Service: it is where we keep learning what works for you, adapt your tools as they change and keep your people trained.
The loop, every month
Step one
Put live
A use case goes live on your own data, with access scoped and tested first, a measure agreed before it starts, and the people who will use it trained.
Step two
Measure
Hours saved, adoption by team, the quality of what it produces and any incidents, reported monthly and reviewed at your Steering Group alongside your other success goals.
Step three
Adapt
What people actually do with it shapes what happens next: instructions, data and permissions tuned, training repeated where adoption is low, and anything that is not earning its place switched off.
Step four
Extend
The next use cases come off the Ideas backlog, more teams are brought in, and new capability from Salesforce, Anthropic, Microsoft or others is assessed before it reaches your users.
Not tied to one tool
Agentforce
Claude
Microsoft Copilot
Other tools
Not yet
We work out which fits in the Explore session or in Discovery and Planning, and the Managed Service then supports whatever you run. Bigger builds, such as a full agent or a new integration, are scoped first and delivered through Top-Up Time or a Programme block, so they do not crowd out the month to month service.
If nothing is live yet, start with Explore
Two hours, and we cover the cost. You leave with a written note and a next step, including “not yet” if that is the right answer.
How does the service run?
The service works from a plan, not a queue. Your goals and measures are agreed at the start, the backlog is mapped to them, and each month’s time is prioritised against them. Four steps, every month.
Step one - Raise
Issues, requests and ideas go to your Delivery Manager through one route, and each becomes a work record you can see and comment on.
Step two - Prioritise
At the start of each month we agree together what the time is for, against your goals and the roadmap, so nothing is spent without your say.
Step three - Deliver
The specialist team does the work, built in a sandbox, tested and released with your approval, with your Delivery Manager coordinating.
Step four - Review
A quarterly Steering Group looks at what was delivered, what the measures say and what comes next, and resets the balance between running and improving. That is the feedback loop.
How do the hours work?
The service flexes with your year rather than expiring on a calendar.
As a guide, once a plan is in place, around a quarter of the time keeps things running, more than half goes on improvement and Artificial Intelligence, and the rest on planning and governance. The balance is reset at each quarterly review.
Monthly Time
An agreed amount of time each month.
Rollover
Unused time rolls over within the terms of your agreement.
Top-Up Time
There when a bigger piece of work lands, such as a new agent or an integration.
Who you will work with
These are the people who keep your platform, and your Artificial Intelligence, improving.
Ellie Breden
Delivery Manager
Your single point of contact. Ellie runs the monthly planning, the work records and the quarterly Steering Group.
Julie Geldart
Functional Consultant and Manager
Leads the functional work: configuration, the Artificial Intelligence use cases and training for your team.
Talk to Ellie and Julie about our Managed Service
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