Salesforce is the dominant CRM platform in Australia, used by businesses of every size from startups to ASX-listed enterprises. Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud - the ecosystem is enormous. And unlike most software where you choose when to upgrade, Salesforce pushes three mandatory releases per year to every organisation on the platform.
For businesses running a vanilla Salesforce setup, this is usually fine. But if you've invested in custom Apex code, Lightning Web Components, complex flows, third-party AppExchange packages, and integrations with backend systems, each release cycle needs active management. This guide covers what's involved in keeping your Salesforce org healthy and well-supported.
Understanding Salesforce Seasonal Releases
Salesforce's release model is unique among enterprise platforms. Three times a year, every org in the world gets updated:
- Spring Release (typically February-March)
- Summer Release (typically June-July)
- Winter Release (typically October-November)
Each release includes new features, UI changes, API updates, and sometimes behavioural changes to existing functionality. Salesforce publishes release notes that can run to hundreds of pages. Here's what matters:
What to Watch For in Each Release
- API version deprecations - Salesforce retires old API versions. If your integrations use deprecated versions, they'll eventually stop working.
- Governor limit changes - Apex governor limits can change. Code that worked fine last quarter might hit new limits.
- Lightning component updates - Base Lightning components can change behaviour, affecting custom components that depend on them.
- Security changes - New security features are sometimes enabled by default. Things like clickjack protection, CORS policies, or session settings can break embedded Salesforce content.
- Flow changes - Process Builder is being deprecated in favour of Flow Builder. Existing processes continue to work but new functionality is Flow-only.
- AppExchange compatibility - Third-party packages need to be compatible with the new release. Most major vendors test ahead, but smaller packages might lag.
Sandbox preview: Salesforce refreshes sandbox instances with the new release 4-6 weeks before it hits production. Use this window. Run your Apex tests, check your Lightning pages, and verify integrations. Don't just hope it works.
Apex Code Maintenance
If your Salesforce org has custom Apex code - triggers, classes, batch jobs, web services - ongoing maintenance is essential. Apex isn't your typical programming language; it runs on Salesforce's multi-tenant infrastructure with strict governor limits.
Common Apex Maintenance Tasks
- Test class maintenance - Salesforce requires 75% code coverage for deployment. As your org evolves, existing test classes break. Keeping tests passing is a constant task.
- Trigger refactoring - Multiple triggers on the same object cause execution order problems. A trigger framework (one trigger per object delegating to handler classes) is the recommended pattern.
- Batch job monitoring - Scheduled and batch Apex jobs that handle data processing, cleanup, or synchronisation need monitoring for failures and performance.
- API version updates - Each Apex class has an API version. While old versions keep working, updating to current versions ensures access to new features and avoids deprecated behaviour.
- Governor limit compliance - As data volumes grow, code that was fine with 1,000 records might hit SOQL query limits or CPU time limits with 100,000 records. Bulkification issues tend to surface gradually.
Technical Debt in Salesforce Orgs
After years of different admins, developers, and consultants working on a Salesforce org, technical debt accumulates:
- Apex classes and triggers that nobody understands or knows if they're still needed
- Duplicate automation - the same business logic implemented in triggers AND Process Builders AND Flows
- Custom fields that were created for a project years ago and never cleaned up
- Page layouts with dozens of unused fields
- Report types and dashboards that nobody looks at
- Permission sets and profiles that have drifted from any documented security model
Classic to Lightning Migration
If your org is still using Salesforce Classic (or a mix of Classic and Lightning), migration to Lightning Experience should be a priority. Salesforce has been clear that Classic is in maintenance mode - no new features, and eventually it'll be retired.
What's Involved
- Visualforce pages - VF pages work in Lightning but look dated and miss Lightning-specific features. Complex VF pages with heavy JavaScript may have issues with the Lightning iframe context.
- JavaScript buttons - Classic-style JavaScript buttons on list views and detail pages don't work in Lightning. They need to be replaced with Quick Actions, Lightning Web Components, or Flow-based solutions.
- Page layouts - Lightning uses a different page layout engine. Record pages can be customised with the Lightning App Builder, which is more flexible than Classic layouts but requires redesign work.
- Embedded content - Iframes, embedded documents, and external web content may behave differently in Lightning due to content security policies.
- AppExchange packages - Some older AppExchange packages only work in Classic. Check compatibility with each vendor.
Lightning Migration Strategy
- Use the Lightning Readiness Check - Salesforce provides a built-in readiness report that analyses your org and identifies potential issues.
- Pilot with a team - Enable Lightning for a small group first. Let them find the rough edges before rolling out company-wide.
- Don't try to replicate Classic exactly - Lightning works differently. Use this as an opportunity to simplify page layouts and improve the user experience.
- Plan for training - The Lightning UI is quite different from Classic. Even experienced Salesforce users need time to adjust.
- Budget for Visualforce replacement - Critical VF pages may need to be rebuilt as Lightning Web Components. This is often the most expensive part of the migration.
Managing Salesforce Integrations
Salesforce rarely exists in isolation. Most Australian businesses integrate it with accounting systems, marketing platforms, e-commerce, and internal tools. These integrations need ongoing attention:
Common Integration Points
- ERP/Accounting - Xero, MYOB, NetSuite, SAP. Order-to-cash processes, invoice sync, customer data.
- Marketing - Pardot (now Marketing Cloud Account Engagement), HubSpot, Mailchimp. Lead sync, campaign attribution, email engagement data.
- E-commerce - Shopify, Magento, WooCommerce. Order data, customer records, product catalogue sync.
- Support - Zendesk, Freshdesk, or Salesforce Service Cloud alongside Sales Cloud. Case management and customer context.
- Communication - Slack, Teams, Twilio. Notification triggers, activity logging, communication tracking.
- Data enrichment - ZoomInfo, D&B, ABN Lookup. Keeping account and contact data current.
- Middleware - MuleSoft, Workato, Celigo, Zapier, or custom integration layers. Data transformation and orchestration.
Integration Maintenance Checklist
- Review API usage against Salesforce's daily limits (especially for orgs on limited editions)
- Test integrations during each seasonal release preview
- Monitor connected app sessions and OAuth token health
- Keep integration API versions updated as Salesforce retires old versions
- Check data sync accuracy regularly - catch drift before it becomes a major cleanup
- Document integration architecture so the next person can understand what connects where
Salesforce Support Options
When it comes to ongoing Salesforce support, there are several models:
1. Salesforce Standard/Premier Support
Standard support comes with your licence and covers platform issues. Premier Support (30% of licence fees) gets you faster response times, a designated success manager, and expert coaching sessions. Neither covers your customisations, integrations, or business-specific development work.
2. Internal Admin/Developer
Many businesses hire a Salesforce administrator or developer. This works well if you have enough ongoing work - but finding experienced Salesforce people in Australia is competitive, and salary expectations reflect that. A full-time Salesforce developer in Perth or Melbourne typically costs $120K-$160K+ plus recruitment costs.
3. Managed Services Partner
An external partner handles your Salesforce administration, development, and support on an ongoing basis. Benefits include:
- Access to a team (admin + developer + consultant) rather than one person
- No recruitment, training, or leave management overhead
- Predictable monthly cost
- Seasonal release management handled for you
- Scalable - increase or decrease hours as needed
Most effective approach for mid-market businesses: an internal admin handles day-to-day configuration and user support, while an external partner handles development, complex configuration, release management, and strategic roadmap planning.
Common Salesforce Problems We See
- Automation sprawl - Business logic scattered across triggers, Process Builders, Flows, and workflow rules. When something goes wrong, troubleshooting is a nightmare.
- Data quality - Duplicate records, incomplete data, inconsistent naming conventions. Most orgs significantly underinvest in data quality.
- Low user adoption - Salesforce was configured by an admin who understands CRM theory but not how the sales team actually works. Users work around the system instead of in it.
- Governor limit issues - Code that worked when the business was small starts failing as data volumes grow.
- Integration failures - Silent sync failures between Salesforce and connected systems, causing data discrepancies that take days to untangle.
- Licence waste - Paying for features or user licences that aren't being used. Salesforce licencing is complex and periodic reviews can save significant money.
- Security gaps - Overly permissive profiles, sharing rules that expose data they shouldn't, or external community users with too much access.
How HELLO PEOPLE Can Help
We're a Perth-based software company with 18+ years of experience building and supporting enterprise systems for Australian businesses - Perth, Melbourne, Sydney, Brisbane, Adelaide, and beyond.
Our Salesforce Services
- Release management - We handle the full seasonal release cycle: preview testing, impact analysis, remediation, and production verification.
- Apex development & maintenance - Custom trigger development, batch processing, web services, Lightning Web Components, and ongoing code maintenance.
- Lightning migration - Moving from Classic to Lightning Experience, including VF-to-LWC conversion and user training.
- Integration development - Connecting Salesforce to your ERP, e-commerce, marketing, and other business systems using APIs, middleware, or MuleSoft.
- Org health check & cleanup - Audit of your Salesforce org: unused fields, duplicate automation, security review, and licence optimisation.
- Managed support - Monthly packages covering admin tasks, user support, small enhancements, bug fixes, and release management.
Free Salesforce health check. We'll review your org's customisations, integrations, automation, and security posture. You'll get a clear picture of what needs attention and actionable recommendations. Get in touch - no obligation.
Frequently Asked Questions
How often does Salesforce get upgraded?
Three mandatory seasonal releases per year (Spring, Summer, Winter). You get a sandbox preview 4-6 weeks before each release hits production. Minor maintenance releases and patches can happen more frequently.
Will upgrades break my custom Apex code?
Possibly, especially if you're using deprecated APIs, relying on undocumented behaviour, or running close to governor limits. This is why test class maintenance and sandbox preview testing matter. Salesforce generally maintains backward compatibility, but edge cases happen every release.
Should I move from Classic to Lightning?
Yes, if you haven't already. Lightning Experience is where all new Salesforce functionality goes. Classic is in maintenance mode. The longer you wait, the harder the migration becomes because Lightning and Classic diverge further with each release.
Can I migrate away from Salesforce?
You can, but it's a major data migration project. Salesforce holds contact data, opportunity history, case records, custom objects, files, and activity data that needs careful extraction and transformation. HubSpot, Dynamics 365 Sales, and Zoho CRM are common alternatives. Talk to us before making the decision.
How much does Salesforce managed support cost?
It varies based on org complexity and hours needed. We offer monthly packages starting from basic admin support to comprehensive managed services. Contact us for a quote tailored to your Salesforce environment.
Summary
Salesforce is a powerful CRM platform, but it's not "set and forget." Three mandatory releases per year, a complex ecosystem of customisations and integrations, and constantly evolving best practices mean you need ongoing attention. Whether it's release management, Apex maintenance, Lightning migration, or just cleaning up years of accumulated technical debt, proactive support keeps your Salesforce org working for your business rather than against it.
If your Salesforce org has become hard to manage, your automation is tangled, or you're not getting value from the platform - book a free assessment and we'll help you sort it out.