Scaling Responsiveness with the Mint® Salesforce® Managed Services Agreement

The Mint® Salesforce® Managed Services Agreement (MSA) helped Encyclopædia Britannica respond faster to change, reduce pressure on internal teams, and ensure their Salesforce® platform stayed aligned with evolving business needs. As a globally respected name in education, Britannica needed flexible, expert support to manage routine admin and system updates, without slowing down internal priorities. Mint® delivered a responsive support model that enabled the team to focus on value, not maintenance.

With limited in-house Salesforce® expertise, day-to-day updates, such as user access requests, interface changes, and system tweaks, often caused delays or required external help. These bottlenecks disrupted productivity and left teams relying on ad hoc fixes. Britannica turned to Mint® to create a scalable support partnership that delivered what they needed, exactly when they needed it.

Mint® implemented a tailored Managed Services Agreement (MSA), giving Britannica access to certified Salesforce® professionals on demand. From urgent fixes to proactive improvements, the team at Mint® ensured every request was handled efficiently with minimal handover, no long queues, and a clear audit trail.

Key features of the solution included:

• Expert Support on Demand: Mint® responded quickly to urgent admin tasks, system tweaks, and support requests, reducing downtime.

• Time-Saving Solutions: Routine issues were resolved without drawn-out tickets or heavy internal involvement.

• Continuous Improvement: Mint® provided suggestions to enhance workflows, boost platform usability, and align Salesforce® with business goals.

This setup allowed Britannica’s internal teams to concentrate on strategic initiatives rather than system upkeep. With reliable support always available, they gained confidence in the platform and saw improvements in team responsiveness and internal service delivery.

Mint® is like an extra pair of expert hands when we need them. They’re quick, reliable and help us stay on top of things without overcomplicating.

— Auguste Silvanaviciute, Data & Insights Executive, Encyclopædia Britannica

The Mint® Salesforce® Managed Services Agreement (MSA)  proved to be more than a support contract, it became an enabler of operational agility. Britannica’s CRM now evolves alongside its business, without the burden of managing every technical detail in-house.

For organisations looking to scale efficiently and unlock continuous Salesforce® improvement, Mint® provides a smart, flexible approach that delivers value where it counts, every day. Let’s talk how we can support you.