Getting Salesforce implemented is only half the story. Once it is live, someone needs to look after it. Users will have questions, requirements will change, reports will need updating, and new starters will need setting up. The question most small businesses do not think about until it becomes urgent is: who actually does that?
The right option depends on your size, your budget, and how much Salesforce work you genuinely generate month to month. This article walks through the main options so you can make an informed choice.
Option 1: An internal admin or resource
Hiring someone in-house to manage Salesforce
This means employing someone, either as a dedicated Salesforce administrator or as part of a wider role, to look after your org full time or part time.
Pros
- Always available and embedded in the business
- Deep, ongoing knowledge of your specific processes
- No need to explain context every time
Cons
- Significant fixed cost, even in quiet periods
- Hard to justify unless you have genuine day to day volume
- Single point of knowledge if they leave
- Recruiting for Salesforce skills can be slow and competitive
For a small or medium business with under 50 users and very little complexity, a full-time internal admin is rarely the right starting point. The volume of work usually does not justify the cost, and Salesforce salaries in the UK for even a junior administrator typically start well above what a small business can absorb for a part-time function.
Option 2: A retainer agreement
A fixed monthly fee for Salesforce support
A retainer typically means paying a consultant or agency a fixed monthly amount in exchange for a guaranteed level of support, whether or not you use all of it.
Pros
- Predictable monthly cost
- Often comes with a guaranteed response time
- Good for businesses with fairly consistent, ongoing needs
Cons
- You pay the same amount even in months you need little or nothing
- Unused hours are often lost rather than carried forward
- Can lock you into a longer-term contract
Retainers work well for businesses with steady, predictable Salesforce activity. They are less suited to small businesses whose needs are genuinely sporadic, where a quiet month means paying for support that goes unused.
Option 3: A managed service agreement
An ongoing relationship with a defined scope of responsibilities
In our experience, a managed service agreement is often quite similar to our own offering, with one key difference: contracts are typically agreed on a one or two year basis, with hours allocated to the customer for consumption on a monthly or quarterly cycle, and billing aligned accordingly. This structure has real benefits, but the consumption period is short, and unused hours are often lost if not used within that window. Managed services are also sometimes provided as part of a wider IT support agreement, which can be convenient, but carries the risk that the team responsible does not have deep, specialist knowledge of the Salesforce platform itself.
Pros
- Outcomes are often owned by the provider, not just hours delivered, but not always
- Can bundle Salesforce support with other IT systems, where applicable
- Reduces the need to manage multiple suppliers
Cons
- Usually designed for larger organisations with broader IT needs
- Can be expensive relative to the actual Salesforce work involved
- Less personal, often delivered through a support desk rather than a named consultant
Managed service agreements tend to suit mid-sized and larger organisations with multiple systems to manage. For a small business whose primary need is Salesforce specifically, the broader scope of a managed service agreement is often more than is actually required.
Option 4: Pay-as-you-go, hours-based support
Buying a pool of hours and using them flexibly as needed
This model involves pre-purchasing a set number of consultant hours or days, which are then drawn down as and when work is needed, without a fixed monthly commitment or minimum spend.
Pros
- No payment for unused time
- No long-term contract or lock-in
- Scales naturally with how much work you actually generate
- Often delivered by a named consultant rather than a support desk
Cons
- No guaranteed response time built in by default
- Relies on you reaching out when something is needed, rather than proactive monitoring as standard
For small businesses with genuinely variable Salesforce needs, this tends to be the most cost-effective and flexible option. You are not paying for capacity you do not use, and there is no commitment beyond the hours you actually purchase.
How the options compare
| Option | Best suited to | Cost predictability | Flexibility |
|---|---|---|---|
| Internal admin | High-volume, complex orgs | Fixed, high cost | Low |
| Retainer agreement | Steady, predictable needs | Fixed monthly cost | Medium |
| Managed service agreement | Larger orgs, multiple systems | Fixed, often higher cost | Low to medium |
| Pay-as-you-go support | Small businesses, variable needs | Pay only for what is used | High |
Our approach: Managed Admin Services
At Second Mind, we offer a pay-as-you-go model built specifically for small businesses. You pre-purchase a pool of consultant days for genuinely flexible, on-demand Salesforce support. Our minimum commitment is usually 1 day, or 8 hours purchased. When your hours start running low, you can simply top up with additional days at any time, at the same day rate. Get in touch for current pricing.
Hours are valid for 12 months and can be topped up at any time. There is no retainer, no minimum monthly commitment, and no contract lock-in. You simply email your requirement, we confirm the approach and likely effort involved, and we get on with the work. Every completed task comes with a brief written summary so you always know what changed and why.
The service can be used for almost anything: Health Checks and org reviews, reporting and dashboard improvements, automation and workflow enhancements, data quality work, licence and product consulting, user management, and general ongoing improvements as your business evolves.
Over time, your consultant builds a deep understanding of your specific org, making the support more effective the longer the relationship continues.
Not sure which option fits your business?
Book a free 30-minute call and we will talk through your Salesforce support needs honestly, no matter what you decide.
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