Customer Service / Salesforce CRM Marketing Cloud Managed Services - DICT/27335

ID Support NSW is looking for a Managed Service provider that can help with Salesforce CRM, Telephony, and Marketing Cloud maintenance and support, also supporting ongoing development of ID Support NSW Salesforce strategy this will be for 1 year with 2 year optional extension.

Vendor will set up a Service Desk to manage complex requests and tasks for ID Support NSW end users access, including end user incidents and configuration issues. Services for Minor Enhancements & End User Service Desk

Manages the ID Support Salesforce Architecture and offers architecture consulting, governance, design, support, and maintenance for the Salesforce environment for the following: IDS Salesforce Service Cloud, IDS Marketing Cloud, and IDS Service Cloud Voice.

Delivers continuous support for Salesforce Marketing cloud Martech services to oversee and assist with digital marketing efforts.

Access to Cloud Architect & Martech Services architects for a set number of days each month

The allocated Managed Services, Minor Enhancement, and Architectural hours carry over to the next month and to the subsequent renewal period if not used in full within any given month.

Provide service reporting and analytical dashboards.

Allocate a monthly budget of a minor enhancement hours for a Solution Engineer to handle system maintenance and minor modifications lasting less than two days, such as creating custom fields and objects, automations, workflows, creating reports and dashboards, doing analysis, and data uploads.