5 Reasons You Need a Business Continuity Plan for Salesforce Support
How did we get here
The world’s outsourcing industry is massive, and only getting bigger. In certain countries, particularly those in Southeast Asia and the subcontinent, outsourcing is one of the biggest drivers of the economy. But as of late-March 2020, this vital source of expertise has been seriously compromised.
In India, for example, COVID-19 has resulted in a country-wide lockdown, with almost all service centres and offices closing their doors. What happens when hundreds of millions of people simultaneously try to switch to working remotely, you might wonder? The answer is chaos. Chaos happens.
This situation isn’t ideal for anyone who relies on outsourcing to meet their business needs. This is particularly the case for IT administration and support services, like those that help companies run and manage Salesforce.
Business continuity planning in uncertain times
We spun the wheel of chance and landed on global pandemic. But it could’ve been anything.
We can make an endless list of external forces that could severely impact your business. In fact, that sounds like fun, so let’s do it.
An extreme weather event like a flood, fire or cyclone destroys your office
A burst pipe or bad wiring does the same, but from the inside
A long-term power outage makes your workplace unusable
A small meteor hits the warehouse of your biggest supplier
Your entire office gets pregnant at the same time, even the boys, like in the fascinating Arnold Schwarzenegger documentary Junior
A business continuity plan (BCP) helps to mitigate the impact that such events can have on your organisation. It is a set of guidelines designed to help your organisation weather such strife, ideally allowing you to come out the other side unharmed.
It’s never too late to put such contingencies in place. While a good business continuity plan should be capable of dealing with every event mentioned above—yes, I’m including male pregnancy—let’s instead focus our efforts on the current situation. So, handed the problem of a worldwide pandemic that not only restricts your ability to utilise your office, but that effectively neuters your outsourced workforce, what’s a Salesforce-driven company to do?
Creating a BCP for Salesforce support
Salesforce administration isn’t a skill that you can learn overnight. Experts spend years familiarising themselves with the ins and outs of the platform, becoming incredibly efficient at it all the while. Training up internal staff is certainly an option, but this is more of a long term play, and will only work for organisations who:
have the time and money to invest in training, and
have enough work to justify employing such a specialist (in which case they could hire a pre-trained worker instead).
There are many reasons to outsource Salesforce administration internationally, the chief amongst which is cost—most organisations believe that it’s more cost-effective to employ a worker in Mumbai than in Melbourne.
The truth, however, is that this may not necessarily be the case. What’s more, a situation like a global pandemic necessitates a change in perspective, however. When cutting costs is no longer an option, your focus must shift to maintaining revenue. To maintain revenue you must maintain your business operations. The number one priority for your BCP, therefore, should be to ensure that your systems are always able to operate as normal, no matter what might be happening in the world. And ideally these contingencies won’t cost an arm and a leg.
The importance of an onshore backup
Offshore outsourcing makes perfect sense, until it negatively affects your business. An onshore backup service provider is the answer.
In outsourcing your Salesforce administration to a local business, you remove the uncertainty and insecurity of international trade. Both you and your service provider are working from the same playbook—in our current pandemic situation, whatever rules apply to you also apply to them.
Outsourcing locally offers another major perk: communication. Your Salesforce support is mainly there to solve problems. When you work in the same time zone, speak the same slang, and can quickly pick up the phone or even speak face-to-face with the problem solver, these issues are fixed far more efficiently.
This fact helps to make cost less of a sticking point. Sure, you won’t get developing world rates, but you do enjoy first world service. And if you combine this efficiency with a provider that charges a pay-as-you-go rate, where you only ever pay for what you need, onshore Salesforce support begins to look less like an emergency option, and more like a shrewd way to do business.
AdminBuddy: your Salesforce BCP
AdminBuddy is one such onshore Salesforce service. Based in Australia, pay-as-you-go, and available for as little as a handful of hours at a time, AdminBuddy offers expert Salesforce support in an instant.
The solution is simple. Give us your Salesforce problems, and get on with the job of navigating your business through whatever choppy waters you might be in—whether a global pandemic or a tsunami of pregnant men.
Want to know more about Admin Buddy?
Visit the Admin Buddy site to check out the full range of services we offer.