Are services delivery gaps leaving value on the table? Ask these 5 questions
Debarati Mukherjee is the Director of Marketing at A5, a leading Certinia partner specializing in helping services organizations tackle complex project management challenges and streamline operations. In this post, she shares five key questions to assess whether service delivery gaps are costing your business time, revenue, and customer satisfaction.
In short, you’re doing the job—but not maximizing its impact.
With 80% of enterprises citing operational agility as critical to overcoming service challenges, gaps in delivery can cost you customers, revenue, and competitive edge.
Is your business at risk? Answer these questions to find out.
1. Are manual processes holding your team back?
Still using spreadsheets and email chains for project tracking, billing, or resource management? Certinia’s 2024 Global Service Dynamics report found that disaggregated tools are a leading cause of inefficiency, preventing teams from having a real-time, integrated view of operations. Professional Services Automation (PSA) tools have been shown to reduce billing errors, project delays, and excessive administrative burden.
2. Is inconsistency undermining your pricing strategy?
Are discounts applied haphazardly? Do contracts or SOWs take days to finalize? Inconsistent pricing and approval processes erode margins. Gartner notes that companies with automated billing systems reduce revenue leakage by 15%—because clarity and automation ensure you bill fairly and fully.
3. Are you missing customer lifecycle opportunities?
Customers evolve—they expand services, add users, or request upgrades. If you’re not tracking these changes in real time (or worse, learning about them via email), you’re leaving money unclaimed. IDC found that businesses using AI-driven customer insights capture 20% more upsell opportunities.
4. Can your team keep up with growing complexity?
As projects grow more intricate, outdated tools make it harder to estimate costs, allocate resources, or predict risks. Teams drowning in guesswork face delays, budget overruns, and client frustration. Research shows that 65% of businesses adopting workflow automation hit project milestones 30% faster.
5. Is “busywork” eating into billable hours?
If your team spends hours on admin tasks like scheduling, status reports, or forecasting—time that’s not billable—you’re sacrificing profitability. Automating these tasks saves time and frees your people to focus on high-value work that drives growth.
How did you score?
If these questions reveal gaps, you’re not alone. The good news? Solutions exist. Forward-thinking companies are bridging these gaps by:
- Automating workflows to eliminate manual errors and delays
- Enforcing pricing policies with AI-driven contract and billing tools
- Tracking customer lifecycles using real-time data from CRM systems
- Empowering teams with digital tools that simplify complexity
Ready to close your service delivery gaps?
Join industry leaders from Certinia, A5, and Salesforce at the Agentforce World Tour DC on March 19, 2025 for a collaborative deep dive into turning service challenges into growth engines. You’ll leave with:
- Actionable strategies to automate, align, and scale
- Real-world examples of companies boosting efficiency by 30%+
- Networking opportunities with peers solving similar problems
Your next step?
Reserve your spot at our exclusive breakfast at Agentforce World Tour DC! Join A5, Mythics, Salesforce, and Certinia for an insightful breakfast panel discussion on how Mythics transformed its opportunity management, services quoting, project management, and reporting with Salesforce and Certinia.
With 400+ employees and 500 clients spanning Federal, State & Local Government, Defense, Healthcare, Education, and more, Mythics recognized that its legacy applications and manual processes were holding them back. To modernize front and back office operations, they partnered with A5 to transition from NetSuite CRM and OpenAir to a fully connected Salesforce and Certinia solution.
Don’t miss this opportunity to hear their story, connect with industry leaders, and enjoy a hearty breakfast on us. Register now to secure your seat!
