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Cloud Co-Op Opens Veteran Powered Help Desk to Support Salesforce Community

Cloud Co-Op expands Vets2Cloud™ Apprenticeship service to include Military Veteran Staffed Help Desk

Cloud Co-Op – a Registered Salesforce Consulting Partner providing Salesforce business consulting services for clients wishing to evolve their business processes into the cloud – is expanding its commitment to helping military veterans transition into the workforce, through its Vets2Cloud™ apprenticeship program that provides on-demand, fractional support to Salesforce clients. This help desk is staffed by former military veterans looking to transition into full-time careers as Salesforce administrators and developers.

“Our goal is to make the transition from military to civilian (corporate) life a little easier. As these veterans go from boots on the ground to boots in the cloud,” says Cloud Co-Op founder and CEO David Franklin, who happens to be a Service Disabled US Navy veteran.

Vets2Cloud is an apprenticeship program under the mentorship and coaching leadership of senior consultants at Cloud Co-Op and supporting entities. In co-operation with Veteran Service Organizations (VSO) like VetForce, Jewish Vocational Services and the Merivis Foundation, transitioning veterans and spouses are able to obtain Salesforce certifications before they enter the Vets2Cloud™ Apprenticeship program for advanced job readiness skills.

Once qualified veterans finish their initial training with the VSO, they have the opportunity to continue to advance their careers by receiving on-the-job training, and being paid to provide support to Salesforce customers facing real-world business challenges for companies with no dedicated resource or an admin requiring fractional on-demand support.

From 7am-7pm (CT) Salesforce customers from across the country can call, email or submit cases into the Vets2Cloud support center to engage with experienced Salesforce administrators and senior business consultants who will help support them with daily tasks, advanced administration, development and coaching.

The help desk is managed using a Salesforce integration with CTI provider Talkdesk. In addition to being a Titanium sponsor at Dreamforce 17, Talkdesk is the world’s leading cloud-based call center software solution. The integration between Talkdesk and Salesforce will allow military veterans in the Vets2Cloud support center to provide callers with positive experiences by managing cases more effectively and optimizing productivity through synchronized data and automated workflows.

“Talkdesk is excited to partner with Cloud Co-Op and the Vets2Cloud help desk to enable these skilled veterans. By leveraging Talkdesk’s intelligent communications platform, seamlessly integrated with Salesforce, veterans provide efficient, high quality service resulting in increased customer satisfaction,” said Craig Klemp, Senior Director of Business Development and Partnerships at Talkdesk.

Vets2Cloud is also a resource that AppExchange Partners can use. AppExchange Partners can benefit from ISV Tier 1 Implementation support through Vets2Cloud’s dedicated team of military veterans that operate as an extension or a supplemental team to support new customer app installs and implementations. The skilled team of professional military veterans can even be white-labeled to provide training to end users and new customers who wish to purchase, install and integrate new solutions from partners on the Salesforce AppExchange.

Krow Software, a leading provider of professional services automation software (and a Salesforce ISV Partner) has been working with Cloud Co-Op and utilizing the Vets2Cloud support desk for over a year. Mike Howe, the Director of Service Delivery at Krow Software says “The team is a trusted partner Krow relies on to deliver on commitments, manage projects, and form long lasting relationships with our clients. Their knowledge of Krow and Salesforce allows them to provide our clients with custom enhancements no matter client needs, and expand on Salesforce CRM if our clients need assistance.”

Cloud Co-Op also reinforces a training program provided by Salesforce called Trailhead, which incorporates gamification and applies these skills to much-needed real working situations in the field. Thanks to Salesforce and their continued commitment to training via Trailhead, anyone with access to a computer and an internet connection can begin to learn Salesforce. While the demand for certified Salesforce administrators and developers continues to increase, when it comes time to make a decision on who to hire, the standards and desires to hire someone with real-world corporate experience will often leave a military veteran at a disadvantage. This hinders veterans from using their newly earned certifications and are often limited to Salesforce opportunities as providers of pro-bono work for nonprofits. Cloud Co-Op helps the veterans circumvent this through the Vets2Cloud apprenticeship program.

The objective of the Veteran Call Center is to provide real-world engagements from across the country from various industries and scenarios helping veterans mature as Salesforce Admins while working on additional certifications, obtaining more trailhead badges, logging production and pledge 1% hours, to advance personally in wellness and professionally in developing a career as a full-time employment role as an administrator, developer or consultant.

Since 2015, Vets2Cloud has worked with 15 military veterans who have provided service to over 50+ companies and 4 ISV Salesforce App Partners.

One of the apprenticeship’s most recent success stories is Sheldon Simmons, a US Navy Veteran and Salesforce Certified Consultant. “Vets2Cloud has been one of the most rewarding experiences of my life. My transition from the military to the civilian world has been a challenge,” Simmons says. “David and his staff have provided me with an opportunity to start a wonderful career as a Salesforce Consultant. The training has been top notch, with plenty of resources and staff that are more than willing to help you reach you full potential. It is truly amazing! Cloud Co-op shows great appreciation for Veterans and their service for our nation. It makes me very proud to be a part of such a great organization.”

David Franklin views it as being mutually beneficial, “Cloud Co-Op’s clients receive top-notch consulting at a fair price and veterans get on-the-job mentoring from seasoned Salesforce consultants. Since day one, helping veterans transition into full-time jobs in the Salesforce ecosystem has always been at the heart of the Vets2Cloud apprenticeship program,” Franklin says; “We are the cloud that bridges the gap between education and employment.”

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