From the desk of a Salesforce professional
When businesses come to us with Salesforce questions, they usually fall into one of two buckets:
“We need help getting started.”
Or…
“We started—but now we’re stuck.”
These two situations might sound different, but at their core, they reflect the same reality: Salesforce is powerful, but it’s not plug-and-play. And to get real value out of it, you need the right kind of help—whether that’s implementation support, ongoing admin help, or a combination of both.
Let’s break down the difference.
Implementation: Building the Foundation
Implementation is where it all begins. This is the phase where we translate your business goals into Salesforce architecture. Think:
- Custom objects and fields
- Automation flows
- User roles and permissions
- Data migration
- Integration with other platforms
- Reports and dashboards built to track what actually matters to your team
A good implementation partner doesn’t just “set things up”—they take the time to understand your workflows, identify inefficiencies, and build a system that makes your life easier, not more complicated.
But here’s the catch: Salesforce isn’t a one-and-done system.
Admin Support: Keeping the Engine Running
Once Salesforce is live, your team starts using it. And that’s when the real work begins.
User questions pop up.
Processes evolve.
New features roll out.
And what made sense during implementation might not fit six months later.
Admin support is the continuous optimization phase. It’s the behind-the-scenes work that keeps your CRM aligned with your business as it grows. Admin support includes:
- Updating automation as workflows change
- Training and onboarding users
- Creating new reports for leadership
- Troubleshooting issues and resolving errors
- Maintaining data quality
- Keeping your system aligned with platform updates
This is what turns Salesforce from “just a system” into a true operational asset.
So Which Do You Need?
If you’re just starting out with Salesforce (or re-implementing after a failed setup), you need a strategic implementation partner. This sets the foundation for everything else.
If you’re already live, but your team is struggling to keep up, you’re likely overdue for consistent admin support—either fractional or full-time.
In reality, most growing businesses need both at some point. Implementation builds the system. Admin support keeps it healthy, nimble, and aligned to your goals.
Final Thoughts
Salesforce can transform the way you work—but only if it’s done right. Trying to treat implementation and admin support as the same function is like expecting an architect to stick around and water the plants after they build your house.
Both roles are essential. But they serve different purposes.
At Mercury CRM Solutions, we offer both sides of the coin: expert implementation for a solid start, and flexible admin support to grow with you. Because with the right foundation and the right ongoing care, Salesforce becomes a true engine for growth.
Ready to figure out what kind of help your business needs? Let’s talk.
