Salesforce support for nonprofits and associations
Your Salesforce, looked after every month.
A certified Salesforce team for the day-to-day requests, the improvements nobody gets to, and the specialist work one person can't cover. You set the priorities, and you always know where every request and every hour stands.
Requests · October
Needs you: 1How we respond
Logged the moment you raise it. Picked up the same business day.
Every request acknowledged, with a case number.
Raise it by email or in the portal. An acknowledgement arrives straight away with a case number, like CASE-1287, and a link to follow it. Reply to that email and your note joins the same request.
Our team picks it up. Urgent goes first.
Every request is picked up by our team the same business day. Tell us it is blocking your team, and it goes to the front of the queue.
of day-to-day admin requests resolved within 24 hours of being raised.
From our support records for a national association.
How Salesforce managed services work
Four steps, then a steady rhythm.
- First 30 days
We learn your Salesforce, and fix what hurts most.
A review of how your Salesforce is set up and used, a call to agree your list of priorities, and the top items on that list fixed alongside the everyday requests.
- Every month
Monthly hours, your priorities.
A set number of hours each month, spent on your list, not ours. Your team raises requests by email or in our client portal and can follow each one; your sponsor sees the hours used at any time.
- Every quarter
A review with your leadership.
What is working, what is next, and what to plan for, so bigger needs are budgeted ahead of time, not discovered in a hurry.
- Bigger changes
Nothing bigger starts until you approve it.
A change request waits as Awaiting your approval until your sponsor or project manager approves it, in one click. Larger pieces of work are scoped and quoted separately.
What you see
One request, from raised to resolved. And every hour, any time.
9:04am · Raised
Your team raises a request.
By email or with the portal form. The membership dashboard has stopped refreshing, so you set the impact: Blocking us.
9:04am · Acknowledged
Logged and acknowledged in seconds.
An automatic email with case number CASE-1287 and a link to follow it in the portal. Reply to it, and your note joins the same request.
9:40am · Picked up
Our team picks it up the same business day.
Blocking issues go to the front of the queue. The status moves to In progress, and you get an email.
2:15pm · Resolved
You hear when the status changes. Only then.
Nine plain statuses, from Received to Closed, and an email each time one changes. No noise in between.
Any time · Your sponsor's view
No surprises on hours.
Hours remaining, the burn rate and the projected run-out date, with this month's hours by request. Alerts at 60, 80 and 100%, and approvals in one click.
Requests · October
Needs you: 1- 9:04amRaised by email. Impact set by your team: Blocking us
- 9:04amAcknowledged automatically, with the case number and a link to follow it
- 9:40amPicked up by our team. Status: In progress, and you are emailed
- 2:15pmResolved, and you are emailed. The change is recorded on the request
October, month to date
Needs you: 1This month, by request
Hours alert sent at 60% used. The next one comes at 80%.
Who sees what
You stay in control. The right people see the right things.
Access in the portal is set by role, so each person sees what their part needs, and you decide what matters most.
- You set the impact on every request: Blocking us, Important or When you can
- Anything waiting on you sits in one Needs you list
- Change requests approved in one click, by your sponsor or project manager
- Our internal team notes never reach your portal
Team member
For example, the events teamSponsor
For example, the executive directorProject manager
For example, the operations leadInternal notes
Between our team onlyWhat a month of support covers
The everyday work, and the specialist work.
Bigger changes are scoped and quoted separately, so your monthly hours stay for the things that keep your team moving.
Everyday
Day to day, without asking twice.
- New users, leavers and permissionsNew user for the events coordinatorCASE-1281 · ImportantResolved
- Fixes when something breaksMembership dashboard not refreshingCASE-1287 · Blocking usResolved
- New reports and dashboardsLapsed members report for the renewals teamCASE-1293 · When you canQueued
- Help and short training for staffThirty minutes on the new renewals reportCASE-1284 · When you canClosed
- Small improvements: fields, forms, automations, layoutsAdd a renewal field to the member formCASE-1279 · ImportantIn progress
Specialist
The work one person can't cover.
- Integrations: payments, events, email, accountingOnline donations into gift recordsCASE-1276 · ImportantIn progress
- Automations and flows, designed and testedRenewal reminders, tested before they go liveCASE-1282 · ImportantApproved
- Clean-ups of duplicate recordsMerge duplicate donor and member recordsCASE-1288 · When you canQueued
- Advice before a bigger changeShould event registration move into Salesforce?CASE-1295 · When you canReceived
A new online membership application. Scoped and quoted separately, so it never eats your monthly hours.
Scoped separatelyWho does the work
A certified Salesforce team, not one person.
The same team that builds on Salesforce for associations and nonprofits can look after it once it is live. When someone is away, the work doesn't stop.
- A certified Salesforce team behind every request
- 80+ Salesforce implementations behind the method
- Built for how associations and nonprofits work: members, renewals, events, gifts, grants and programs
- The team that builds on Salesforce can support it too
“Our needs and goals as an organization were prioritized by Kloudserv, and they worked diligently and quickly to determine solutions and recommendations.”
Reed Lievers, Partnerships and Development Manager, Pollinator PartnershipQuestions
About Salesforce support.
How do we raise a request?
By email, or with the form in our client portal. An acknowledgement arrives straight away with a case number and a link to follow the request, and our team picks it up the same business day. Reply to any email about it and your reply joins the same request.
What counts as urgent?
When you raise a request you set its impact: Blocking us, Important or When you can. Anything blocking your team, like a renewal form that has stopped working or a dashboard your executive director needs for a meeting today, goes to the front of the queue.
How will we know where things stand?
Every request has a plain status, such as Received, In progress, Needs your input or Resolved. You are emailed when the status changes, and only then, and anything waiting on you sits in one Needs you list in the portal.
Who sees what in the portal?
Team members see their own team's requests. Your sponsor sees every request, plus hours, invoices and approvals. A project manager sees every request and the hours, and approves change requests. Notes between our own team never reach your portal.
How do we keep track of hours?
Your sponsor sees the hours remaining, the burn rate, the projected run-out date and this month's hours by request, at any time. Alerts go out at 60, 80 and 100% of hours used, so nothing comes as a surprise.
Who sets the priorities?
You do. You set the impact on every request, we work from your list, tell you honestly what fits in the month, and review the list with you each quarter.
Do we still need our own Salesforce administrator?
Not necessarily. Some organizations use us instead of a full-time administrator, some alongside one, and some while they hire. We fit around the people you have.
What if we need something bigger?
Bigger changes, such as a new module or a major integration, are scoped and quoted separately, so your monthly hours stay for the everyday. Larger builds run as an Implementation.
Do you support Salesforce you didn't build?
Yes. Many organizations come to us after the original partner has moved on. The first 30 days include a review of how your Salesforce is set up and used.
How is support priced?
By the number of hours each month, set to fit what you need. We go through it on a call, before you commit to anything.
Hand over the Salesforce backlog.
A 30-minute conversation about what is waiting in your Salesforce, and how a month of support would handle it.
Not ready for a call? Take the 3-minute readiness scorecard or read: Who looks after Salesforce once it is live
What a month of support should coverWhat a good month looks like, what you should see each month, and 10 questions to ask any provider, including us.Get the guide ›