The Guide to Choosing a Salesforce Managed Services Provider That Fuels Business Growth

Salesforce is a powerful platform, but maximizing its value requires continuous oversight, updates, and expertise. Not every company has the resources or desire to manage Salesforce in-house – this is where Salesforce Managed Services come into play. This model proactively outsources key Salesforce administration and development tasks to an external provider (a Managed Services Provider, or MSP)​. Instead of dedicating full-time internal staff, you gain access to a team of Salesforce experts who maintain and enhance your CRM on an ongoing basis, allowing your team to focus on core business activities​

Businesses of all sizes use managed services to get more from Salesforce. An MSP gives smaller companies access to Salesforce expertise they wouldn’t have internally, and for large enterprises an MSP can handle complex organizations and integrations across multiple departments​. In short, a Salesforce MSP acts as an extension of your team – providing the know-how and manpower to keep your Salesforce environment efficient and aligned with your business goals.

Next, we’ll discuss the key benefits of using a Salesforce MSP and how to evaluate providers to find the best fit for your needs.

Key Benefits of Using a Salesforce MSP

Choosing a Salesforce managed services provider can offer several advantages over managing Salesforce on your own or with a small internal team. Here are some of the major benefits an MSP can provide:

• Access to certified expertise: A good MSP brings a team of Salesforce-certified experts (admins, consultants, developers) to support your org​. This means whenever an issue arises or a new feature is needed, someone with the right skill set is available. You’re not limited to one person’s knowledge. The MSP’s team works with Salesforce every day, so they stay up-to-date on platform updates and best practices.
• Cost-effective solution: Hiring and retaining full-time Salesforce specialists can be expensive. Managed services are often delivered on a subscription or pay-as-you-go model, giving you predictable costs. You avoid expenses like recruitment, training, and employee benefits. Essentially, you get a high level of service when you need it without paying for idle time. Many companies find this more budget-friendly – especially if their Salesforce support needs fluctuate over time.
• Continuous support and improvement: Instead of just help during a one-time project, an MSP provides ongoing support. They don’t just fix problems; they proactively monitor your Salesforce org, perform regular health checks, and suggest improvements over time​. For example, an MSP might identify an opportunity to automate a manual sales process or clean up data each quarter. This continuous care keeps your CRM optimized and users happy. It also means faster turnaround on support requests – you have experts on call to troubleshoot issues or implement enhancements quickly.
• Scalability and flexibility: As your business grows or your needs change, a managed services arrangement can easily scale. Need to roll out Salesforce to a new department or add a new Salesforce product? An MSP can allocate more resources or specific expertise. During slower periods, you can scale down. You’re not constrained by the capacity of a small internal team. This flexibility extends to skill sets as well – if you suddenly need a Salesforce Marketing Cloud specialist for a campaign, the MSP can provide one, whereas hiring one internally would take time.

These benefits explain why many companies opt for a managed services provider. However, to realize these advantages, you need to pick the right partner. Not all Salesforce MSPs are equal. In the next section, we’ll outline criteria to evaluate providers so you can choose the best one for your organization.

Criteria for Evaluating and Selecting an MSP

When looking for the best Salesforce managed services provider, keep the following evaluation criteria in mind:

1. Salesforce expertise and credentials: Verify that the provider has a strong bench of Salesforce talent. How many certified Salesforce professionals do they have, and in what areas (Admin, Sales Cloud Consultant, Service Cloud, Developer, etc.)? A top-tier MSP should cover the range of skills you require. Essentially, you want proven experts with deep Salesforce knowledge and experience.
2. Service offerings alignment: Ensure the MSP’s services align with your needs. Some providers specialize only in administration and basic support, while others offer full development, integration, and even training services. Look for a one-stop shop that can handle most tasks you might need in the Salesforce realm, so you don’t have to bring in another vendor for special projects later. For example, if you anticipate integrating Salesforce with your ERP or marketing platform, confirm the MSP has that capability. The best providers offer end-to-end services, from daily admin to complex enhancements.
3. Support model and SLAs: Examine how the MSP delivers support. Do they offer 24/7 support or only business hours? What are their guaranteed response and resolution times (SLAs) for issues? The best MSPs will provide dedicated support with clear SLAs, possibly including a named account manager for your company. Make sure their support hours and responsiveness match your business needs. If your teams work around the clock or globally, you’ll likely need an MSP with round-the-clock support. Also ask about communication channels (ticket portal, phone, email) and escalation procedures for critical issues.
4. Proactivity and advisory capability: A quality MSP shouldn’t just wait for you to report issues. Gauge whether the provider takes a proactive approach to managing your Salesforce. Do they conduct regular org health checks or optimization reviews? Will they inform you of new Salesforce features or best practices that could benefit your org? Top providers act as advisors, suggesting improvements and innovations. For instance, they might periodically review your Salesforce usage and recommend an automation to save time or a dashboard to improve insight. This kind of value-added guidance distinguishes the best MSPs from those that simply react to tickets.
5. Scalability and flexibility: Consider how the MSP can scale with you. If you double your Salesforce users or add new Salesforce products, can they accommodate that? The provider should have enough capacity and breadth of expertise to grow with your needs. The best MSPs offer scalable solutions that grow with your business​, rather than locking you into a narrow scope. Flexibility also includes contract terms – look for options to adjust the level of service as needed, instead of being stuck in a rigid long-term contract that might become too much or too little.

By assessing potential providers against these criteria, you can create a shortlist of the most qualified Salesforce MSPs.

Comparison of Managed Service Providers: Essential Features

Not all managed service providers offer the same level of service. The table below highlights some essential features and how a basic provider might differ from a best-in-class provider:

As you can see, the best MSPs offer more than just keeping the lights on. They function as true partners in your Salesforce success. When evaluating providers, try to determine where they fall in these comparisons. If a provider checks most of the “best-in-class” boxes, you can be confident in their capability.

s, and how it can elevate your sales operations.

Checklist for Choosing Your Salesforce MSP

Use this concise checklist when choosing a Salesforce managed services provider:

• Define your requirements: Document what you need from an MSP (support hours, types of tasks, expertise level, specific Salesforce products, etc.). This will help you communicate your expectations and filter providers that can meet them.
• Evaluate credentials and experience: Confirm that the provider has certified Salesforce professionals and a proven track record managing orgs similar to yours. Ask for client case studies or references to verify their experience and results.
• Review support commitments: Check the provider’s SLAs for response and resolution times, and ensure their support window aligns with your business operations. You want clear expectations on how quickly help is available and how issues are handled.
• Discuss communication and culture: The MSP’s team will work closely with your team, so good communication is key. Ensure they show an understanding of your business and are easy to work with. It can be helpful to have an initial call or trial period to gauge how well they collaborate with your staff.
• Compare value and contracts: Carefully compare pricing plans, but also consider the value each MSP provides. A slightly higher fee may be worth it for better expertise or faster service. Also review contract terms – is there flexibility to scale up/down or exit if needed? Avoid getting locked into an inflexible long-term contract if possible.

Using this checklist will help you make a well-rounded decision, covering both technical qualifications and practical business considerations.

Common Pitfalls to Avoid

When selecting and working with a Salesforce MSP, be mindful of these common pitfalls:

• Choosing based on price alone: Going with the cheapest provider can be risky if that provider lacks experience or resources. If an MSP can’t resolve issues promptly or makes mistakes, it could cost you more in lost productivity. Consider the expertise and service quality you’re getting for the price, rather than price alone.
• Unclear scope and expectations: Failing to clearly define what the MSP will do can lead to gaps in service. For example, don’t assume the MSP will handle user training or strategic advice if it wasn’t discussed. Be explicit in the contract about responsibilities, deliverables, and response times. Clear expectations prevent frustration later on.
• Not checking references or reviews: Treat selecting an MSP like hiring an employee – always check references or client reviews. Skipping this step might mean missing red flags, like unreliable service or lack of depth in certain areas. Talk to existing clients of the MSP about their experience.
• Ignoring security & compliance requirements: Ensure the MSP follows your security protocols. Don’t assume they will automatically meet your industry’s compliance needs. If you have specific data security or regulatory requirements (GDPR, HIPAA, etc.), confirm the provider is familiar and able to comply​. Neglecting this can lead to serious issues if data isn’t handled properly.

By being aware of these pitfalls, you can avoid common mistakes and set up a smoother partnership with your chosen provider.

Examples of Businesses Benefiting from Salesforce MSPs

To illustrate the impact of a good Salesforce MSP, here are a couple of examples of how businesses have benefited:

• Mid-market company: A mid-sized tech firm with no in-house Salesforce team turned to an MSP for Sales Cloud support. The provider quickly improved the company’s Salesforce setup and automated key workflows, leading to higher user adoption and a much better return on their CRM investment. This scenario shows how smaller businesses gain expert know-how through an MSP that they wouldn’t otherwise have​ – resulting in more effective Salesforce usage.
• Telecom enterprise: A large telecommunications enterprise brought in a Salesforce MSP (Synebo) to manage a complex multi-cloud environment. Over time, the company achieved a 12% faster customer support response and launched new self-service features thanks to continuous improvements from the MSP​. The enterprise benefited from the MSP’s ability to scale resources and expertise as needed, something difficult to maintain with an in-house team alone.

These examples highlight how different businesses leverage MSPs to fill expertise gaps, ensure ongoing improvements, and free their teams to focus on core work.

Wrapping up

Choosing the best Salesforce managed services provider requires careful consideration, but the effort pays off. The right MSP becomes a trusted partner that keeps your Salesforce environment running smoothly and efficiently, allowing your organization to harness the full power of the platform without the headaches of day-to-day management. 

A top-tier Salesforce MSP will bring certified experts, scalable solutions, fast support, and ongoing optimization to your business​. Such a provider works not just as a troubleshooter but as an advisor – continuously aligning Salesforce to your needs, so your team can focus on strategy and customer relationships instead of system maintenance. Partnering with an experienced provider like Synebo can be the strategic move that propels your Salesforce-enabled business growth. 

Reach out to discuss how we can support your Salesforce journey.