Salesforce
Salesforce Consulting
Cloud23 provides Salesforce consulting to banks, insurers and enterprises across Africa and beyond, covering org audits, target architecture, transformation roadmaps and Centre of Excellence design.
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Salesforce Managed Services
Cloud23 is a Salesforce Managed Services Partner that takes ongoing accountability for clients' Salesforce estates — administration, support, development, release management and optimisation under one agreement — delivered by teams across Africa, India and the US.
Salesforce managed services is the ongoing administration, support, development and optimisation of a Salesforce environment by a specialist partner under a defined service agreement — a standing team with service levels, rather than a sequence of one-off projects. Cloud23 is a Salesforce Managed Services Partner: managed services is our core business, and we take long-term accountability for keeping clients' Salesforce estates healthy, secure and continuously improving.
The case for managed services is structural. Salesforce ships three major releases a year, business demands arrive weekly, and an unowned org quietly accumulates technical debt, unused licences and key-person risk. A managed service replaces reactive break-fix with a run-and-improve operating model: incidents handled to agreed service levels, a governed backlog of enhancements, releases assessed before they land, and a platform roadmap someone is actually accountable for.
Cloud23 delivers managed services through blended teams across Johannesburg, Hyderabad and Bucharest, with a named service lead and architect oversight on every account. Most of our clients are regulated financial institutions — among them Standard Bank Group businesses across Africa, Capitec and Old Mutual Insure — where platform reliability, auditability and pace of change all matter at once.
What you get
Deliverables
Service design and SLA framework
A service catalogue defining request types, priorities, response and resolution targets and escalation paths — agreed before the service starts, reported against every month.
Named blended team
A dedicated service lead, Salesforce administrators and developers, with solution-architect oversight — sized to your estate and flexed as demand changes.
Release and change management
Every Salesforce seasonal release assessed for impact on your org before it arrives, and a governed release process for your own changes.
Platform health and technical-debt register
Continuous monitoring of org health, security posture and platform limits, with a maintained register of technical debt and a plan for paying it down.
Enhancement delivery
A client-prioritised backlog of improvements delivered within the service — so the platform keeps moving forward, not just staying alive.
Service governance and reporting
Monthly service reviews with transparent metrics, and a quarterly roadmap session connecting platform work to business priorities.
How we work
A delivery approach built for enterprise
- 01
Transition
Structured knowledge capture from your team or outgoing partner: documentation, access, environment review and service design. We shadow before we take over, so day one of the service is not day one of learning.
- 02
Stabilise
The early weeks focus on clearing the incident backlog, establishing monitoring and SLA discipline, and delivering visible quick wins that build user confidence.
- 03
Optimise
With the service steady, we work down the technical-debt register, rationalise automation and licences, and tune the org for performance, security and cost.
- 04
Innovate
The service becomes a delivery engine: roadmap enhancements, adoption of new Salesforce capabilities such as Agentforce and Data Cloud, and quarterly planning that keeps the platform aligned to where the business is going.
When it fits
Consider this when
- Your implementation partner has rolled off and small changes now take months to ship.
- Salesforce knowledge is concentrated in one or two people, and key-person risk keeps surfacing in audits and resignations.
- The platform works, but nobody owns its health, its roadmap or the three Salesforce releases that land on it every year.
- You need to lower the running cost of Salesforce without freezing its evolution.
- Internal teams are consumed by break-fix and never reach the improvement backlog.
In practice
Example engagements
- A full-estate managed service for a bank running Financial Services Cloud and Experience Cloud: administration, support, enhancement delivery and release management under a single SLA.
- A post-implementation transition: taking a newly launched Salesforce platform from its implementation partner into steady-state operation without losing delivery momentum.
- A capacity-based service: a fixed monthly allocation of administration, development and architect time delivered against a backlog the client prioritises.
- Rescue and stabilisation of a neglected org: a technical-debt audit and remediation programme, followed by an ongoing managed service to keep it healthy.
FAQ
Frequently asked questions
What is Salesforce managed services?
Salesforce managed services is an arrangement in which a specialist partner takes ongoing responsibility for running and improving your Salesforce environment — covering administration, user support, development, release management and platform governance — under a defined agreement with measurable service levels. It replaces ad-hoc project work and reactive break-fix with one accountable team that keeps the platform healthy and delivers a continuous stream of improvements.
What is the difference between implementation and managed services?
An implementation is a bounded project that designs, builds and launches a Salesforce capability; managed services is the ongoing operation that follows. Implementation answers 'how do we go live?' — managed services answers 'how do we stay secure, healthy and improving, year after year?' Most of the return on a Salesforce investment is earned after go-live, which is why the two disciplines need different teams, cadences and commercial models.
What does a managed services agreement typically include?
A typical Cloud23 agreement covers user and incident support to agreed service levels, routine administration, capacity for enhancements and small projects, Salesforce release impact assessment, proactive platform monitoring, and monthly service and quarterly roadmap reviews. Scope is sized to your estate — a single-cloud org and a multi-org banking estate need very different services.
Can Cloud23 take over an org built by another partner?
Yes — this is one of the most common ways clients come to us. Our transition process captures knowledge from the outgoing team, reviews the org's health and documentation, and establishes the service without a rebuild. Where we find issues, they go onto a transparent technical-debt register with a costed remediation plan, not into a rip-and-replace proposal.
How is a Salesforce managed service priced?
Most engagements are a fixed monthly fee based on team capacity and service levels, which keeps cost predictable and lets you flex scope quarter to quarter. We scope the service from an assessment of your org's size, complexity and change demand rather than a one-size-fits-all tier.
Do we lose control of our platform under a managed service?
No — you gain visibility you likely do not have today. The roadmap and backlog remain yours to prioritise, everything we do is documented in your systems, and monthly reporting shows exactly where the capacity went. We also deliberately transfer knowledge to your internal team rather than building dependence on ours.
Keep exploring
Related services and work
Engineering
DevOps & Release Management
Cloud23 designs and runs DevOps and release management for Salesforce and MuleSoft estates — source-driven development, automated pipelines, quality gates and governed release calendars that make deployments routine instead of risky.
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Platform Engineering
Cloud23 provides platform engineering for enterprise Salesforce estates — org strategy, engineering standards, shared frameworks, CI/CD foundations and Centres of Excellence that let delivery teams ship quickly without degrading the platform.
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MuleSoft & Enterprise Integration
Cloud23 designs and builds enterprise integration on MuleSoft, using API-led architecture to connect Salesforce with core banking, payments, identity and legacy systems for regulated businesses across Africa and beyond.
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Removing the branch visit from business-account onboarding at Standard Bank Botswana
Cloud23 engineered a digital onboarding journey for Standard Bank Botswana's business accounts, including Transact Plus and Matshelo, replacing mandatory branch visits — down to remote document execution via digital signatures. The bank reports account opening time reduced from days or weeks to hours. Salesforce Experience Cloud and Financial Services Cloud were the delivery tools.
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Reducing personal account opening from days to minutes at Stanbic Bank Uganda
Cloud23 engineered a mobile-first personal-onboarding journey for Stanbic Bank Uganda's Personal & Private Banking division, requiring only a valid ID, photo and digital signature and integrated with mobile money so accounts are usable on creation. The bank reports account opening times reduced from days to minutes and a significant increase in new accounts, particularly among tech-savvy and rural customers.
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Ready to talk salesforce managed services?
A short conversation with our team is the fastest way to understand whether this is the right engagement for you, and what it would involve.