The Hours After Go-Live Are Different. The Support Should Be Too.

Announcing: Launch Watch

Every Salesforce project has a moment like this: the new process is live, users are logging in for the first time, and somewhere a small thing goes sideways — a validation rule that's a little too strict, a sharing rule that didn't quite account for one team, a Flow that behaves differently under real traffic than it did in testing. None of it is catastrophic. 

But all of it needs attention now, not next week.

For years, we handled this the way most consultancies do: informally. We'd keep an eye on things, someone would be reachable, we'd do our best to be responsive. It worked, mostly, because we cared about getting it right. But "someone will keep an eye on things" isn't a commitment — it's a hope. And hope is a strange thing to build a go-live around.

So we built something better. We call it Launch Watch. 

What It Actually Means

Launch Watch reserves one of our Project Managers — specifically, your Project Manager, the one who already knows your org, your users, and your history — exclusively for your go-live day. No other client calls. No competing deliverables. With Launch Watch, when something comes up, they're already available to look at it right away, not squeezed in between someone else's priorities.

That sounds simple, and it is. But the effect compounds in ways that aren't obvious until you've experienced the alternative. A PM who's context-switching between multiple clients on a normal day spends real time just getting re-oriented every time they pick up a new thread — what's the issue, what's already been tried, who else needs to weigh in. A PM who's been reserved for you all day never loses that thread. Issues get resolved faster not just because someone's watching, but because nobody has to re-explain anything.

How It Works

When something comes up during a Launch Watch window, we do one of two things:

• Fix it live, if it's something we can resolve in the moment

• Triage it with a clear delivery date, if it needs more work than a go-live day allows

You decide what gets tackled first among anything we've queued. At the end of your Launch Watch window, we give you a full accounting — what came in, what got fixed, what's still moving and when it'll land. No guessing about what happened during the highest-risk hours of your rollout.

Why We Built It This Way

We could have just quietly extended our support hours around go-lives and called it a day. We didn't, for one reason: vague promises don't hold up when something actually goes wrong. "We'll keep an eye on things" is comforting until 2pm on launch day when your PM is on a call with a different client and your Slack message is fourth in the queue. Launch Watch exists so that never happens — not because we got lucky with staffing that day, but because we built the day around you on purpose.

It's not the only way to have a go-live. Plenty of launches go smoothly with our standard support in place, and for smaller or lower-risk rollouts, that's often exactly the right call. Launch Watch is for the launches where the stakes are high enough that "probably fine" isn't good enough — and where having someone who already knows your system, undistracted, on the day it matters most, is worth the investment.

If you've got a go-live on the horizon and want to talk through whether Launch Watch makes sense for it, reach out to your BrightHelm Project Manager — or contact us directly.