In today’s market, speed and agility are everything. While having a dedicated, highly skilled delivery team is non-negotiable for Salesforce customers, optimizing that team’s structure and location can be the accelerant that drives real competitive advantage.
Our Elevate managed services delivery model, which strategically places the Engagement Lead (EL) and the core Salesforce development team in India, has proven to be an exceptionally effective way to provide high-touch, comprehensive support. This model is not just about “offshoring” work; it’s about deploying a strategic asset that ensures coverage for even the most complex global programs.
Driving efficiency for North American clients
For our North American clients, the immediate and tangible benefit is the daily time overlap with our client stakeholders and Atrium technical leads, as well as shared working hours with our primary development and QA team members.
Our India-based teams generally work at a time that provides sufficient overlap with client stakeholders. What this means for North American clients is a productive 1 to 3 hours of shared working time daily (depending on time zone). This “early morning bridge” allows client teams and technical leads to arrive at their desks with immediate, live access to their Engagement Lead and developers for status updates, quick problem-solving, and deployment sign-offs.
This time-zone alignment translates into immediate time efficiencies for the client. Furthermore, building and QA activities continue to progress outside of client business hours, guaranteeing continuous momentum and accelerating time-to-market.
We’ve turned this efficiency into success across major industries, providing critical program support in:
- Healthcare services and professional education: Providing seamless Sales Cloud and Experience Cloud support to ensure around-the-clock support to their platforms by working alongside their technical teams.
- Veterinary diagnostics: Delivering ongoing Salesforce analytics support to maintain the integrity of their customer data and analytics capabilities.
- Wealth management: Supporting core Salesforce, Agentforce, and CRM Analytics (CRMA) implementations to secure a unified view of their clients.
- Private equity: Offering expert CRMA support to optimize their investment tracking and relationship management.
Case study: Seamless cross-regional delivery in manufacturing
While the time overlap is hugely advantageous for the Americas, the global advantage of an India-led team truly shines when our clients have worldwide stakeholder and user bases, or when they require programs to be rolled out incrementally across different regions.
Our partnership with a global vision care manufacturer serves as the blueprint for this success. This client had a critical need to implement and support a new survey and feedback management system across multiple international locations, initially piloting functionality in EMEA (UK and France) and DACH (primarily Germany), with plans to expand to Singapore.
The India-based Engagement Lead and development team members were positioned in the perfect time zone “sweet spot” to drive this global, phased rollout. They effortlessly managed stakeholders from US to London to Singapore while simultaneously collaborating in real-time with the client’s own internal Salesforce delivery team, which was also based in India.
4 benefits of an India-led engagement model
Our India-led Elevate structure delivers tangible benefits that accelerate outcomes, reduce internal friction, and enhance the overall service quality:
- Elimination of communication delay: Co-location of the Engagement Lead and development team ensures the core team is always operational and moving forward, even when US stakeholders or business leads are offline. The Engagement Lead in India ensures the development engine keeps running and eliminates the pervasive communication delay typical of disparate teams. This simple alignment allows for immediate, nuanced collaboration on client issues and strategic development decisions, fostering a truly integrated working environment.
- Deep-rooted expertise and thought leadership: We build expertise from the ground up. Our internal practice is to promote Engagement Leads from within the assigned Development Team. This means our ELs aren’t just project managers; they possess a deep, innate understanding of the client’s technical environment, the specific solution context, and the history of the program. This deep insight empowers them to provide genuine thought leadership and drastically reduces team lead onboarding time.
- Proactive problem-solving & strategic focus: Our model enables the completion of urgent fixes, minor enhancements, and daily builds overnight for U.S. clients. This means business teams arrive each morning with blockers cleared and bugs squashed, allowing them to focus immediately on strategic decision-making and high-value activities, rather than spending their peak hours dealing with technical challenges.
- Deployment alignment with client’s active hours: When the client’s internal IT team is also based in India, the process for major releases is fundamentally improved. Deployments are managed during the client’s IT team’s active working hours because our team is in the same region, eliminating the need for client IT staff to manage releases during late nights or weekends. This fosters a collaborative environment and reduces the risk of errors caused by fatigue.
By leveraging an India-based team with a sophisticated, global operating model, we provide more than just remote support — we provide a strategic advantage that accelerates outcomes, manages international complexity, and delivers seamless collaboration across all time zones.
Ready to accelerate Salesforce delivery? Learn more about Atrium’s Elevate Managed Services.
