Case Study: Enhancing Salesforce Managed Services at Arc-Network with ESLTech

Decorative image showing cogs illustrating various business processes

Background

Client: Arc-Network (a multinational B2B company) Challenge: Improve Salesforce managed services for better efficiency and issue resolution. Solution: Transition to EslTech as the new Salesforce managed services partner.

The Situation

Arc-Network, an international B2B company, faced challenges with their existing Salesforce managed services. The incumbent provider struggled to meet delivery timelines, and the ticketing system lacked clarity, hindering efficient issue resolution. Long-standing issues remained unresolved, impacting business operations.

The Solution

Arc-Network decided to switch to EslTech, a specialised Salesforce managed services partner. The transition aimed to address the following key areas:

  1. Speed of Delivery:
    • EslTech implemented streamlined continuous integration and continuous deployment processes, significantly reducing deployment time and complexity for both the client and the delivery team.
    • Allowed more time to be spent on resolutions instead of technical delivery issues.
    • Faster updates and enhancements improved overall system performance.
  2. Ticketing System Enhancement:
    • EslTech introduced a more user-friendly ticketing system.
    • Clearer categorization and detailed information allowed faster issue triage and resolution.
  3. Simplified Issue Resolution:
    • EslTech’s expertise led to straightforward solutions for long-standing issues.
    • Bobby Timotiyevic, the senior Salesforce admin overseeing two companies within Arc-Network, appreciated the simplicity and effectiveness.

Results

  • Improved Efficiency:
    • EslTech’s optimized processes reduced development downtime and improved productivity.
    • Bobby Timotiyevicand the teams could focus on core business activities.
    • Less time spent on DevOps by the supplier contributed to increased efficiency.
  • Enhanced User Experience:
    • The new ticketing system provided transparency and better communication.
    • Users received timely updates on issue status.
    • Reduced testing time for clients due to improved processes.
  • Higher Cadence of Release:
    • EslTech’s streamlined approach allowed for more frequent releases.
    • End users benefited from quicker feature updates and enhancements.
  • Increased End User Satisfaction:
    • The improved service positively impacted Arc-Network’s operations.
    • Frequent releases kept end users engaged and satisfied.

Conclusion

EslTech’s expertise in Salesforce managed services transformed Arc-Network’s experience. The partnership resulted in faster delivery, streamlined processes, effective issue resolution, and increased end user satisfaction. As Bobby Timotiyevic put it, “Switching to EslTech was a game-changer for our Salesforce operations.” 🚀🌟

esltech.co.uk – A salesforce managed service partner and technology consultancy.

arc-network.com – a private equity backed B2B media information provider via their print, digital and events businesses in 10 countries with 28 brands and 150 events.