Professional Services Automation Demo



Hi. It’s Gerald Kowalczyk with Certinia. Let’s have a look at Certinia Professional Services Automation with a short overview and demonstration.

So, let’s get right to it.

If we look at Certinia PSA major capability areas, they’re the following: sales to service delivery – being able to leverage the fact that we’re built on the Salesforce platform and take sales opportunities, turn them into service delivery projects – record time against sales opportunities, those types of things.

Now, for the heart of PSA: it’s project management. That’s our ability to make sure projects are delivered on time and on budget, to providing status information, traffic lights, schedules, key deliverables, Gantt chart tasks, percent complete, status reporting, all those types of capabilities, issues and risks tracking. You’ll see that in just a moment.

Then, the second core component of Certinia PSA is resource management. So, project management and resource management go hand-in-hand, creating projects and placing resources onto projects – resource management – gets us into skills, putting the right people onto projects based on calendar availability, geographic location, those types of things. We’re also going to see time and expense capture: how we can accurately capture time sheets, get those sent off for potential billing, and same with expenses. That all builds out our financial picture when it comes to the project: what are our revenues for this time period? What are our costs? What’s our margin? What’s our projection for the next time period?

Then, ultimately, the end of the month is going to roll around; it’s time to, perhaps, send out invoices to our clients based on time and materials, fixed fee, but then also revenue management. Everything revolves around the customer. So, the customer could receive a status report, but, likewise, could also access your PSA safely and securely, as can your vendors, suppliers, subcontractors and so on. Everything you’re going to see here is built on the Salesforce platform, sharing the same infrastructure as your Salesforce apps themselves.

So, let’s jump right to it.

So, first we’ll start out as Lydia. Lydia is our salesperson. If we come over to Lydia, let’s click on a sales opportunity, and here we can see where PSA is already starting to have an effect. We can get a projection right on the sales opportunity of how much services we expect to sell, what the potential cost is, what the planned margin [is], and so on. Then, of course, if I choose to come over and create a project, I could do that right from a Salesforce sales opportunity as well. I can also come up to the account record. Here’s where I could get a view of all things PSA. I can see all the service delivery projects that are underway, an idea of this customer’s spend this year with us, the margin this year with us, as well as lifetime, even. You know, being able to, of course, if I’m properly licensed, to see the sales opportunities as well. All this is part of the same user interface. So that’s the sales user.

Here’s Kyle. Kyle’s our project manager. Kyle has a workspace which allows him to perform common project management activities. He can look and see which projects are underway. If he clicks into a project, he can pull up the Gantt chart for that project and be able to see the underlying tasks and milestones, and those types of things. If he goes back to his project, he can view information about the project. Things like milestones and tasks. He can see all the time cards that have been submitted for his project. He’s got the ability to pull up the resource plan for his project and so on. So all of this information from a project manager’s perspective is sitting right here, including an issue, register, risk register, and so on. So, this is also where he would send out a project status report.

Let’s have a look at Mark. Mark is our resource manager, and he also has a workspace which gives him all of his common resource management functions. He can come down and view his resource requests queue. He can go in and click on a resource request and pull up the resource request, and begin staffing. The system could go through and find available resources who are good fits for this particular staffing request. He’s got a resource planner, where he can come up and view schedules, make changes, and those types of things – as well as having access to dashboards, so he can monitor capacity and utilization, and pull up his roster of resources, perhaps drill into a resource.

Then, of course, we’ve got Kim. Kim is responsible for time entry. She can create her time sheets. She can put in expenses and keep her expenses current, update her skills, and make sure she gets selected for future projects. Pull up her calendar and see where she’s supposed to be working this week, next week, and so on. She, too, has her own workspace. So, as you’re seeing by role, we’ve got available workspaces to make the environments easier to navigate and increase adoption.

Lastly, we’ve got our next role, which is Victoria. Victoria runs the services business. You can see, it’s all about KPIs and metrics. So, she’s got all the key metrics right in front of her. She can then launch and go into dashboards and and see how her services business is going. She can come over and take a look at revenue. So, all the key metrics that she might want to make available to her.

Now, there are a couple of other roles we won’t get into here, but those are things like community access, where you’re partners can go in and submit their time sheets, keep their skills up to date, do vendor management – meaning, they can invoice you for the work they perform on your projects. Likewise, your customer can, of course, come in and view their projects, check on the status of their billing, and so on, and interact with the project team. Be able to literally come and click on a project, open up that project, use Chatter to communicate with a project team, and so on. So, being able to have that type of access right within your PSA.

Everything you’re seeing here is enabled via mobile. So, whether it’s a project manager updating project status via mobile, or available resource submitting their time or approving time via mobile. Likewise, with expenses, snapping a photo of a receipt, all those functions are available on the mobile platform as well.

So, that’s it. Short and sweet. A quick look at Certinia PSA and its major capabilities.

Thanks for watching.