RGRTA’s Path to Operational Efficiency with Salesforce Support

 

Objective: In 2015, the Rochester Genesee Regional Transportation Authority (RGRTA) implemented Salesforce Cloud as its Customer Relationship Management (CRM) system. Following the expiration of its initial maintenance contract on September 30, 2021, RGRTA sought a reliable service provider to ensure the continuous efficiency and adaptability of their CRM system.

Challenges:

RGRTA faced several challenges in maintaining the operational integrity of its CRM system:

1. 1. Ongoing System Maintenance: Regular updates and enhancements were crucial to sustain system performance and reliability.
   2. Proactive Downtime Notifications: Effective communication strategies were necessary to manage user expectations and minimize operational interruptions during system maintenance.
   3. Streamlined Issue Resolution: A well-defined process was required for quick and efficient issue resolution to mitigate impact on daily operations.
   4. Comprehensive Support Services: Constant availability of support was needed to address urgent issues and maintain operational continuity.

Solution:

A new maintenance and support framework was developed and implemented by the selected service provider, encompassing:

• Maintenance Framework: Included regular delivery of software updates, patches, and new features, coupled with proactive communication protocols to reduce operational disruptions.
• Structured Problem Resolution: Established clear, transparent procedures for issue reporting and standardized reporting templates to enhance consistency in issue management.
• Responsive Support Services: Provided 24/7 email support and phone support during business hours, with predefined response times tailored to the severity of the issues:
  • System Down: Response within 30 minutes.
  • Component Down: Response within 2 hours.
  • Low Impact: Response within 4 hours.

Results

1. Operational Continuity: Frequent updates and efficient problem resolution protocols significantly reduced downtime, ensuring seamless CRM operations.
2. System Efficiency: Continuous system enhancements tailored to the evolving needs of RGRTA improved overall CRM functionality.
3. Enhanced User Experience: Users benefited from uninterrupted, smooth interactions with the CRM system, experiencing minimal technical disruptions.

Technology Used

• Salesforce Cloud Solution
• Structured problem resolution workflows
• Proactive maintenance tools
• Comprehensive support frameworks adhering to strict SLAs

Conclusion: The implementation of a robust maintenance and support framework for RGRTA’s Salesforce CRM system was pivotal in enhancing operational efficiency. By establishing detailed protocols for system maintenance, issue resolution, and user support, RGRTA has ensured the stability and continual functionality of its CRM system. This case study underscores the importance of meticulously structured maintenance and support plans in maximizing the utility and longevity of sophisticated CRM systems like Salesforce.