Support & Managed Services
Post-implementation support, health checks, optimization sprints and governance. Keep your CRM investment delivering value quarter after quarter.
Problems This Service Solves
Post-Go-Live Degradation
The CRM works at launch but slowly drifts. Admins make ad-hoc changes, customizations conflict, performance degrades and users revert to old habits.
No One Owns Optimization
The implementation team has moved on. Internal IT has no CRM expertise. Business users complain but no one has bandwidth or authority to fix issues.
User Adoption Plateaus Then Drops
Initial enthusiasm fades when workflows break, reports are slow or new staff get no training. The system becomes a data graveyard instead of a business engine.
Security and Compliance Drift
Roles and permissions are not reviewed after staff changes. Data access becomes inconsistent. Audit trails are incomplete. Compliance risk grows silently.
What Is Covered
What You Receive
Health Checks
- Monthly system health report with performance metrics
- Security and access audit with role reconciliation
- Data quality assessment and cleansing recommendations
- Workflow effectiveness analysis and bottleneck identification
Optimization Sprints
- Quarterly improvement backlog and prioritization
- Workflow tuning and new automation opportunities
- Dashboard enhancement and new reporting requests
- Integration stability improvements and error resolution
Governance & Training
- Governance committee meeting facilitation and minutes
- Role-based training sessions and quick-reference guides
- New-hire CRM onboarding curriculum
- Change log and release notes documentation
How It Works
Health Check & Baseline
I run a comprehensive health check covering system performance, data quality, user adoption, security posture and workflow effectiveness. This becomes the baseline against which improvement is measured.
Issue Triage & Quick Wins
I categorize issues by impact and effort, delivering quick wins in the first 30 days to rebuild user confidence while planning structural improvements for the next quarter.
Optimization Sprints
Every quarter, I run a structured optimization sprint: backlog grooming, user feedback synthesis, improvement design, build oversight and UAT for changes. Continuous improvement, not reactive firefighting.
Governance & Reporting
I facilitate governance meetings, produce executive dashboards showing CRM ROI, and maintain documentation that keeps the system transparent and maintainable long-term.
Common Questions
What does a managed service engagement look like monthly?
Typically: a monthly health check report, ad-hoc issue resolution within agreed SLAs, a monthly governance call, user support triage, and quarterly optimization sprints. Scope flexes based on your maturity and needs.
Can you support a system you did not build?
Yes. I regularly take over existing Creatio implementations, run health checks to understand the current state, and build a stabilization and improvement roadmap. Fresh eyes often spot issues the original team missed.
How do you measure CRM ROI in managed services?
I define KPIs with you at the start: user adoption rate, process cycle time, data accuracy, support ticket volume, and business outcome metrics (sales velocity, customer satisfaction, etc.). These feed executive dashboards.
What if we only need occasional help, not full managed services?
I offer flexible models: retained monthly hours, on-demand support blocks, quarterly health checks, or project-based optimization sprints. You scale up or down based on your phase.
Do you handle integration failures and API issues?
Yes. Integration monitoring is part of managed services. I track API error rates, data sync health, and connector stability. When issues arise, I diagnose root cause and coordinate with technical teams for resolution.
Related Services
Ready to Get Started?
Let's discuss how Support & Managed Services can address your specific challenges. Every engagement starts with a no-obligation discovery call.