Global Sales Cloud RUN Support
A global biotech company operating across multiple regions needed structured, reliable support for its Salesforce Sales Cloud platform. With a growing user base and increasing complexity, the existing support model was fragmented and reactive — leading to inconsistent service quality and unresolved issues accumulating over time.
Support requests were handled ad hoc with no centralized tracking or prioritization. Different regions followed different processes, making it impossible to measure performance or ensure SLA compliance. Documentation was scattered, knowledge was siloed, and recurring issues were not being addressed at their root cause.
I designed and implemented a structured RUN operations framework — centralizing incident management, defining clear escalation paths, and establishing SLA tracking across all regions. I built a comprehensive documentation library for common issues and configuration procedures, and introduced regular reporting to give management visibility into support performance and trends.
SLA compliance improved significantly within the first quarter. The number of recurring incidents decreased as root-cause documentation addressed systemic issues. Regional teams gained a consistent, predictable support experience, and management obtained clear KPIs to monitor CRM health across the organization.
Sustainable CRM support is not just about resolving tickets — it is about building systems that prevent issues and empower users. Investing in documentation and governance upfront creates compounding value over time, reducing the support burden and improving user confidence in the platform.
This engagement demonstrated that operational excellence in CRM is as strategic as any new feature implementation — a well-governed support model directly impacts user trust, data quality, and business performance.