Customer Success and CRM Support from Salesforce.com

Our Customers for Life (CFL) team is dedicated to helping you succeed with all your Salesforce CRM applications, and solutions from the Force.com AppExchange. We provide three customer success offerings that deliver proactive guidance, expert-level multichannel CRM support, advanced Web tools, online training, best practices, and administrative tasks to meet your business requirements.

Because each of our customers has different needs, we work closely with our customers across CFL, from certified customer success resources to our expert CRM customer support staff to our Consulting and Education groups. We provide access to the appropriate training, customer success, CRM support and other resources to help you effectively manage your business and stay ahead of your competition.

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Premier Success Plan

Fast and complete coverage with the Premier Success Plan

Get the perfect mix of support, training and success resources. When you have support questions, we have the expert answers, any day, anytime. Whether you want recommendations on a particular Salesforce product, or need to educate your Salesforce admins and developers, this is the plan for you. Access our library of more than 100 online courses to build expertise in Salesforce products, drive value, and maximize ROI on CRM support. The Premier Success Plan includes:

  • Unlimited access to our entire online course catalog
  • 24x7 toll-free phone support
  • 1-hour response time for critical issues
  • Force.com code troubleshooting
  • Customizable end-user course templates
  • A designated success resource*
  • Success programs to increase user adoption

The Premier Success Plan is available for an additional fee when purchased with either salesforce.com’s Professional or Enterprise editions. It is ideal for any size company, with or without administrators. Compare success plans to see which is right for your business. To find out more about the Premier Success Plan, contact us.


Premier+ Success Plan

All the benefits of Premier Success, plus Administration Services to extend your team

Cover all of your bases with this plan: success resources, support, training, and administration. It’s what the + is all about. The Premier+ Success Plan gives you all the benefits of Premier, including a success resource assigned to your company*, priority case routing, 1-hour response time for critical issues, 24x7 phone support, unlimited usage of our entire online course library, plus one very helpful addition: access to a team of expert Salesforce support administrators to update your Salesforce solution. This lets you focus on design and management while we support your configuration.

In addition to all the support and training benefits included in Premier Success Plans, with Premier+ you also receive:

  • Access to a pool of Salesforce Certified Administrators who can update your Salesforce solution
  • Over 100 administrative services

The Premier+ Success Plan is included with salesforce.com’s Unlimited Edition, or available for purchase with the Professional and Enterprise Editions. Take a moment to compare Success Plans, get the Success Plans datasheet, or contact us about all the pluses of this plan.


Standard Success Plan

Every customer gets easy access to support with the Standard Success Plan

All of our customers receive this plan to ensure their systems are supported. Our Standard Success Plan, included with each license, provides:

  • Access to "Getting Started" online course catalog
  • Online assistance through knowledge articles and community resources
  • Online case submission
  • Standard 2-business-day query response

This plan is for a company that needs standard guidance getting started. If you need faster response, 24x7 support coverage, and a comprehensive training solution, turn to the Premier Success Plan.


*Available to customers that have 200 + CRM licenses or a minimum $50,000 annual Premier Success fees.

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Maximize your success with Salesforce

Benefit from best practices and success programs, fast 24x7 support, comprehensive and customizable training, and extensive admin services to drive productivity and accelerate ROI. To learn more, contact us.

While every Salesforce customer automatically gets a Standard Success Plan to receive online support and getting-started training, our most successful customers take full advantage of the most comprehensive service offerings in the industry: our Premier Success Plan or our Premier+ Success Plan.

How can Premier Success Plans accelerate your success?

  • Extend your team with Salesforce certified experts
  • Drive user adoption and increase productivity
  • Get fast answers, best practices and recommendations
  • Make employees more productive through training
  • Maximize your ROI on Salesforce
Premier toolkit
 

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Standard Success Plan

Customer success

  • Self-service resources including Help site, knowledge base, and community

Support

  • Online case submission
  • 2-business day response

Training

  • "Getting Started" online catalog

Premier Success Plan

Customer success

  • Best practices to drive user adoption & productivity
  • Release readiness programs
  • Assigned success resource*

Support

  • 24x7 toll-free phone and online
  • 1-hour initial response for critical issues
  • Premier developer support

Training

  • Unlimited access to online Premier training catalog
  • Role-based learning paths
  • Customizable training templates

Premier+ Success Plan

Customer success

  • Best practices to drive user adoption & productivity
  • Release readiness programs
  • Assigned success resource*

Support

  • 24x7 toll-free phone and online
  • 1-hour initial response for critical issues
  • Premier developer support

Training

  • Unlimited access to online Premier training catalog
  • Role-based learning paths
  • Customizable training templates

Administration

  • Access a certified team to maintain your Salesforce solution
     
*with 200+ CRM users, or $50,000 in annual Premier Success fees.
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