THE PROBLEM

Fast and agile growth for every customer, everywhere

As a global professional services leader in CRM, Salesforce has a tall order to fill in helping their customers connect to their customers with care and precision.

With over two trillion transactions and one million users, Salesforce leans in deeply to support each customer uniquely — and strives to expertly guide them through the fastest and most challenging digital transformations in history.

UNPRECEDENTED SCALE

The challenge is more than the technology. Across every sized industry in every part of the world, customers need faster, more connected and trusted digital experiences with great ROI and scalable agility.

Plus, the pandemic-era shift to largely remote work has posed additional challenges for Salesforce and their customers to learn how to thrive seamlessly at light-speed.

Salesforce customers are all challenged to bring products to the digital market at a pace like never before. Which explains why Salesforce is responding and growing at an unprecedented scale to support customers with fast and agile growth.

DISPARATE SYSTEMS

Prior to leveraging the power of the Certinia Professional Services Automation (PSA), Salesforce ran two disparate systems with no overall view into projects. Extracting key information was time consuming, and it became increasingly difficult to share real-time information across the business. Services Operations acted as a single point of contact for all project queries, creating bottlenecks.

“Most customers don’t want to worry about back-end systems, but they want them to be reliable, scalable, and they want their supporting partner to understand them.”

MARK CONKLIN

SENIOR DIRECTOR OF OPERATIONS SYSTEMS & TOOLS, SALESFORCE

THE PROBLEM

Mission-critical tools for trusted relationships

Certinia supplies mission-critical tools to give Salesforce full visibility into the lifecycle of every project, from initial sale all the way to the end execution. From assignments and resource requests to full-cycle budgeting, it’s all there for every division so no project customization is necessary.

By automating project creation using Certinia PSA, twice the number of projects are created in the system each day. Monthly utilization calculations are also generated in real-time versus two weeks — a 100% decrease in time.

Certinia’s Resource Planner has, in turn, saved users several hours per week originally dedicated to data entry. Project Managers have gained visibility into hours entered versus hours assigned — enabling them to adjust swiftly when budgets fall off track.

THE RESULT

Fast, scalable customer focus

Working at this new unprecedented speed to serve clients couldn’t happen seamlessly without the end-to-end connectivity and 360° insights that Certinia brings to Salesforce.

EVERYONE BENEFITS

All of the integrations with Certinia products are working behind the scenes, quietly and powerfully, to enable the customer-centric focus that Salesforce now maintains. Everyone in the company benefits from this daily, without necessarily knowing they are using a Certinia tool. That’s a perfect example of seamless integration.

BURN REPORTS IN SECONDS

Certinia PSA has enhanced communication on global projects across Salesforce’s professional services division. Project burn reports, which used to take half a day to extract, are pulled from PSA in seconds.

SELF-SUFFICIENCY & FASTER DELIVERY

Salesforce now has improved utilization, project margins, and visibility into project profitability—resulting in substantial time savings. Everyone on the team can now view real-time project statuses on vivid dashboards for instant resource management and faster turnaround on customer deliverables.