Salesforce is a robust platform – but maintaining its value over time requires more than initial implementation. As business needs evolve, so do the demands on your Salesforce environment. For many organizations, a Managed Services Partner (MSP) plays a key role in bridging internal capacity with long-term operational needs.
This guide outlines what a Salesforce MSP is, why the selection process matters, and how to evaluate providers based on your organization’s specific context.
What is a Salesforce managed services partner?
A Salesforce Managed Services Partner supports organizations after their initial go-live. These partners provide ongoing services such as:
- Enhancing platform functionality
- Monitoring system performance
- Managing user requests and incidents
- Supporting integrations with other systems
- Delivering admin and user training
- Keeping up with Salesforce releases and compliance standards
Rather than engaging on a project-by-project basis, an MSP works with you continuously – either in a retained support model or through staff augmentation. This arrangement allows internal teams to focus on strategic priorities while relying on external expertise to keep the system aligned with changing needs.
Why the right MSP matters
Salesforce is not just a CRM – it often becomes central to operations across departments, including sales, service, finance, and marketing. If poorly maintained or misaligned with current workflows, it can introduce friction rather than efficiency.
An experienced MSP can help prevent:
- Ineffective or fragmented use of Salesforce licenses
- Technical debt from misconfigured automations
- Delayed responses to evolving user needs
- Gaps in compliance or security settings
- Challenges scaling the platform across teams or regions
For organizations with limited internal bandwidth or specific skill gaps, an MSP provides both continuity and adaptability.
What to look for in a Salesforce managed services partner
Relevant industry experience
Domain context is important. A partner with experience in your sector can better understand regulatory needs, integration challenges, and user workflows. For example, manufacturers often need support for partner portals, while healthcare clients may prioritize compliance and patient service coordination.
Ask:
- Have they supported organizations with a similar size and tech stack?
- Can they describe how they’ve approached common pain points in your industry?
Breadth of Salesforce capabilities
Salesforce spans multiple clouds and tools: Sales Cloud, Commerce Cloud, Service Cloud, Experience Cloud, Marketing Cloud, CPQ, and more. Look for a partner that can support the components you’re currently using – and advise on those you may adopt in the future.
Verify:
- Certifications and experience across the Salesforce ecosystem
- Their approach to handling platform updates and new feature releases
- Comfort with declarative configuration and custom development as needed
Integration and customization experience
Most Salesforce environments are not standalone. Whether you’re working with ERP systems like NetSuite or platforms like MuleSoft or Pimly, integration experience is key. The MSP should also be able to modify workflows, automation, and interfaces to reflect real business processes – not just default functionality.
Consider:
- Prior work connecting Salesforce to third-party systems
- Experience designing custom objects, flows, or permission structures
- How they approach technical documentation and handoff
Support model flexibility
Not all organizations need the same level of support. Some may want strategic advice and planning; others need help resolving tickets quickly or managing enhancements. For firms with their own in-house expertise, they may require a staff augmentation solution, to fill in any missing skills gaps.
Look for:
- Multiple support tiers or options (e.g., on-demand, retainer, embedded staff)
- Defined service-level expectations (response times, escalation paths)
- Flexibility to adjust scope over time based on internal capacity
Knowledge transfer and enablement
A managed services arrangement should not lead to over-dependence. Ideally, your partner helps internal teams become more self-sufficient over time.
Ask about:
- Their approach to training users and admins
- How they document changes and maintain continuity
- Whether they support a train-the-trainer model or recorded documentation
Security and compliance awareness
If your organization operates in a regulated industry (e.g., healthcare, finance), ensure your MSP can maintain compliance standards across environments. Even outside regulated contexts, security best practices around access controls, logging, and data handling are essential.
Assess:
- Familiarity with relevant standards (e.g., HIPAA, SOC 2)
- Policies for sandbox and production access
- Change management processes
A step-by-step process to selecting a partner
Clarify your needs
Start with an internal assessment:
- Are you looking for ongoing support or just periodic expertise?
- Do you need help with system monitoring, enhancements, user training, or something else?
- Are there upcoming initiatives (e.g., platform expansion, migration, compliance audits) where external support would help?
Research and shortlist candidates
Look for providers with:
- Experience in your industry or functional area
- Transparent information about their support models
- Evidence of successful long-term relationships
Review case studies or request references if needed.
Evaluate proposals and fit
When reviewing proposals:
- Look beyond pricing – assess service scope, staffing model, and responsiveness
- Ask how knowledge transfer is handled
- Clarify how they track progress, handle backlogs, and report on performance
Pilot or consultation (if possible)
Some organizations start with a small engagement to evaluate compatibility – for example, having the partner take on a backlog of minor enhancements or assist with an internal release. This can help assess their responsiveness and problem-solving approach.
In closing
Selecting a Salesforce Managed Services Partner is not just a procurement decision – it’s a long-term collaboration that influences how effectively your organization uses a core platform. The right MSP should understand both your business and the technology, offer the flexibility to meet changing needs, and help your internal teams succeed.
If you’re in the process of evaluating partners, consider the factors above and take time to align internal expectations before beginning outreach. A thoughtful selection process today can prevent avoidable rework and accelerate your Salesforce roadmap in the months ahead.
