Hi, everyone, and welcome to our small group demo. We have an hour scheduled today to review our Professional Services Automation application and are really excited that you have all joined our call today.
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So, today, we’re going to walk through a high-level overview demo of our Professional Services Automation solution, commonly referred to as PSA, that can scale from small and mid-sized services firms to the largest diversified enterprises running multiple revenue models. The nice thing about Certinia PSA is we can meet you wherever you are and provide immediate value and allow you to scale from there.
So, our focus today is really about you. Taking the pain out of managing your PS organization, reducing churn, improving your top line, and really most important is helping ensure your customers’ success.
So, first, a little bit about me. My name is Diane Childs and I’m a Senior Solution Engineer here at Certinia. I’ve been working in the professional services space for over 15 years, started as a consultant and project manager, helping all different sizes of companies implement PSA. From there, I became a delivery manager, working closely with the sales organization and prospects that are just starting on their PSA journey, and then to the role of a Customer Success Manager. So, I’ve been engaged in the full customer lifecycle from the beginning of the process of deciding that you need a PSA Solution to run in your business, making data-driven decisions, and getting value from the tool.
A little bit about Certinia. We are a growing company, headquartered in San Francisco, California, with offices globally. You can see some information on this slide about us. The one that I really want to call out is that we are on the Salesforce platform.
I’ve been with Certinia for over three and a half years, and there is a real focus and commitment to our customers’ success. Our customers truly help make our products great by providing their ideas that are then integrated into our product roadmap.
So, the opportunity to run your business on a single leading Cloud platform is powerful. Salesforce delivers Customer 360, and this is critical. But it’s only half the story you need to maximize customer value and reduce revenue leakage. Business 360 is about filling in the bottom half of the business lifecycle that spans both the front and back-office teams. The goal here is to remove the grey lens to evolve from a 180 to a true 360 lens of the customer and solution value.
So, this is our solution offering, which natively extends your Salesforce strategy and enhances each customer touchpoint across the business life cycle from opportunity to renewals, and brings that 360 lens without costly integrations, to coordinate front and back-office teams.
Our suite can be consumed as a complete solution, or a la carte modules as you grow. Essentially, we fill that gap between CRM and your support service capabilities.
So, as we talk data-driven, it’s really to extend your 360 vision through a completely data-driven organization. The power of one platform accelerates the time to value and adoption.
Finally, having a shared IT admin in a single system for efficiency and a lean staff.
But I’m not the only one who likes this. These are a few examples of customers that utilize our solutions. Our customers range from startups with a handful of people through Fortune 500 companies that use our PSA tool to take them to the next level.
So, now you may be saying, “Well, that’s really great, but what are you going to do for me at the end of the day?”
So, we know professional services, and we find that these challenges resonate with our customers. From reporting and visibility into project performance, resource utilization challenges, timely billing, along with accurate expense management. The bottom line is figuring out how you can run a more predictable and efficient services delivery business. Because these challenges ultimately impact margin, customer satisfaction, even employee satisfaction – all impacting growth goals.
So, I promise we are at the end of our last slide here. Really, what I want to set up is our framework for how I’m going to be doing the demo. So, this is our Service Automation Delivery Cycle.
All of you on this call probably live in some part of this delivery process every day, maybe even possibly fulfilling multiple roles. So, our demo today is a role-based demo, starting with Elle – who is our Executive and needs overall visibility into the business. Moving next to Dan, who is our Delivery Manager. We’re going to look at the process from a new opportunity. Then you send out a proposal for the deal. Hopefully, your customer likes your proposal and you win the deal, and have to create a project to do the work.
So, once the deal is won, Rachel, our Resource Manager, finds the right people with the right skills, availability, etcetera to work on the project. Pete, our Project Manager, manages the project. So, of course, you don’t blow your budget or your schedule. Tim is our Consultant working to deliver the project and needs a way to track his time and expenses. Finally, Colleen, our Controller, needs to invoice the customer, recognize revenue, and forecast capacity, revenue, and other key metrics that keep your business going strategically.
Throughout all of this, you need to have good reporting and visibility to make sure business is working up to its potential. So, you will see our robust analytics for reporting.
Finally, our Communities’ capabilities find a way to collaborate with both your customer and your partners.
So, let’s start from Elle, our Executive. So, a lot of executives that we talk to have oversight of all parts of the Services Automation lifecycle. They tell us they like to keep their finger on the pulse of all of their key indicators. Before implementing PSA, they had a hard time getting the information needed from sales, delivery, and finance in real-time, in a single pane of glass. A lot of companies we’ve worked with have sales data, project data, and financial data siloed in separate applications, and had to bring it all together many times in spreadsheets.
Of course, it’s really inefficient. Their data was never current and potentially suspect with having potential re-keying and manual processes. So, with Certinia PSA, it is the same system. The same user interface, which really drives adoption, and there are no costly integrations.
So, as we take a look at Elle’s view, PS leadership can now see all of the KPIs they care about to run their business in PSA Analytics, which leverages Salesforce’s powerful analytics platform.
So, as we take a look at the dashboard, we can see things like a bill rate, both scheduled and actual. We can see our billings, what invoices have actually gone out the door, and what’s scheduled to go out the door. We can see our backlog geographically. We can also see total utilization, both a target rate and a target attainment. As you can see in each one of these, we have a “view details” that really allows you to get into a greater level of information.
So, for example, let’s drill down into our backlog details. So, you can see that we can view the backlog geographically. Right now, I’m seeing it by region, but I can drill down into practice and group. We can also see that backlog based on a project status. So, let’s say, for example, I could quickly drill down into projects that are a red status, obviously find out what’s going on, and hopefully take action. I can see that backlog by account. I can even drill down into a specific project.
Then, these filters along the side allow us to slice and dice the entire database in several other ways, really giving you the ability to see specific information that you need to run the business.
So, the next thing that PS leadership really cares about is how well are we doing at turning our sales pipeline into projects? So, now we’re going to take a look at the view for Dan, our Delivery Manager, to see how Certinia PSA helps on the sales to service process from opportunity to pursuit management to creating a project.
So, for Dan, we’re starting here at our opportunity, and this is the same opportunity that Sales sees with real-time data. With PSA, we add things into it, for example, resource requests and projects. With resource requests, Services can use that information to help form the quote and then feed into a project budget. Equally as important: really having visibility into the resource demand to plan for staffing.
Really, many of our customers tell us about their challenges with Sales and Services being siloed and not having visibility into the pipeline, and thus into the resource demand.
So, as we take a look at our resource request tab, it spells out the resource role, the requested hours, and their corresponding bill rate. That bill rate comes off of a very flexible and powerful rate card. All of this has a defined date range. So, now, Dan can quickly review that the resource requests on the opportunity are still accurate. Of course, make any changes if needed, because this one only gives visibility into upcoming resource demand, but also into expected revenue and margin.
So, speaking of, Dan can come back over the details tab and check the section here for projected revenue and margin, to ensure that we’re still on target with our margin on this particular opportunity. So, really, these are all things that the PSA application adds to the Salesforce opportunity out of the box, which really has made life easier in terms of scoping resources and seeing the immediate impact on project revenue and margin.
So, once the opportunity has been won, then the project needs to be created. There are several options to create a project in PSA, and one that a good majority of our customers use is creating the project from a template. So, as you can see from this view of project templates, you can have multiple templates. You can base it on things like geography, implementation methodologies, and even products sold. This really allows you to create and staff projects more quickly.
So, for example, Salesforce uses our PSA. Their services team experiences a two-X increase in project creation with Certinia PSA and Salesforce CRM. You can also combine these templates when creating the project.
So, as we come back here and look at the project section on the opportunity, it’s really very quick to create the project. So, right here on the opportunity is just the option to create the project. Of course, you can create that from a template – as we were just now looking at. But even faster is the option to automate the project creation. So, as we look here on our details page in this services information section, you see that we can link a template to the opportunity.
So, first, let’s go ahead and close our opportunity and set that stage as Closed Won. What’s really happening behind the scenes here is that through configuration and the link to that project template, we are now automatically creating the project. So, now, you can see that that happened just that fast. As we go over here to our projects tab, there’s our project that’s just been created.
So, hopefully, you can see that with project templates, you can gain efficiencies via automation, ensuring that there is nothing lost in translation in the handoff from Sales to Services and driving standardization and adoption of implementation methodologies.
So, now, we’ve gone through the sales to service transition, going from the opportunity, seeing how the opportunity supports pursuit management and winning the deal to creating the project. So, next, we’re going to look at resource management and staffing with our Resource Manager Rachel.
So, a lot of our resource managers like to start their day in this view. So, this is the Resource Manager workspace. We introduced the concept of workspaces to provide one place to go to see key information for doing your job on a daily basis. The workspaces are available for each role in the organization. So, as we take a look at this workspace for Rachel, this top section here contains what we call alerts that are configurable and designed to draw your attention to items that need action. So, for example, you’ve got resources that have low utilization. You have projects without assigned hours, and you have open resource requests.
This next section here is counts of specific metrics. As we look at this pane here to the left, these are frequent tasks that really make it very easy to navigate to actions that the Resource Manager needs to take. This middle section here is one of our embedded analytics reports, and it’s called “Summary of Utilization Attainment by.” So, you can see that I’m viewing this by resource role, but I can also drill down in the region, practice, group, even down to a specific resource level. Of course, with these filters over here you can further refine what data that you want to see.
Finally, you can also see this by actual utilization and also by scheduled utilization. So, next is our resource availability dashboard by pipeline stages. So, this dashboard is critical for resource managers to have visibility into the pipeline to know if they have the capacity by role, based on the incoming demand. This really highlights the power of having everything on one system.
So, this view shows our resource availability, looking at active projects only, and looking forward three months. We can see that we’re in fairly good shape with our resources, but what if we want to look at this current demand combined with what’s in our pipeline? So, we can view our availability against opportunities that are, say, in a 90% commit stage. So, when we do that we can now see that our Trainer role is getting a little tight here going out to August, and even more so here in September.
Then, if we look at the opportunities that are in a 75% commit, we can now quickly see that… I apologize. This is taking a little bit to render here.
So, now we can quickly see that we don’t have the availability for the Consultant, the Project Manager, or the Trainer to meet that demand. So, the power of having visibility into the data in one system really helps to increase utilization with early visibility into the future needs, and allows you to plan for that demand rather than being surprised.
Then finally, here is our aspirational skills report. So, with this view, the Resource Manager can see what skills that resources want to develop, and then look for opportunities where they can assign those resources, certainly really helping to expand the resources skills and increase utilization. So, of course, one of the key activities for Resource Managers is staffing open resource requests. So, we can simply click on this “view details” and then view all of the requests that are open that the resource manager needs to take action on.
So, from here you can select a specific request, or by checking the box over here you can select multiple requests. So, let’s go ahead and take a look at the specific request.
So, we can see that this request is for a Consultant for United Partners, and really the fastest way for Rachel to staff this request is to take advantage of what we call Intelligent Staffing. Intelligence Staffing gives you a list of the best resources to staff based on the criteria in the request details. It also ranks the requests in order based on how you have weighted the various factors like skills, region, etcetera.
Then, from here, you can actually soft book a hard book the resource, of course, depending on what you need.
So, let’s say that Rachel wants to see more information about a particular resource, maybe one that she hasn’t really worked with. So right here on this page, we can quickly get to that information by selecting that resource and looking at their contact card. It shows some high-level information about that resource and also what they’re scheduled to work on. Our customer JLL improved utilization 12%. That was really enabled by an early view in the demand from the pipeline and this intelligent allocation of resources.
So, sometimes Rachel wants to get a view of her entire resource pool, maybe just her team. So let’s take a look at our resource planner for that. In this resource planner, she now gets a great visual of all of the work her resources have assigned to them in this calendarized view. So, you can see that we can view this by day, week, month, or quarter. I’m viewing it by week, and we can visualize their availability with the red, yellow, green boxes. So, yellow means that they’re under-allocated, green means that they’re fully allocated, and red shows that they’re overbooked. It will also take into account holidays, which we see represented here by our little palm tree icon.
So, here to the left, you can see that we can pull in a lot of the information into this view. We can also sort by these columns. So, for example, this is a resource availability percentage. So you can sort by that and easily see who has the most availability to assign that work to. A couple of other things that I’ll call out. We have our utilization targets.
We also have a column here for our cost rate. So, let’s say, for example, you have a project that the margin is tight and maybe that’s going to be a critical factor as you’re assigning resources. Rachel can also staff resource requests in this view, and she can use our filters here to look at things like region, skills, availability to help narrow down to that best candidate.
I had a customer that had utilization that was lower than their targets, and all the resources were saying that they were very busy. At the end of the quarter, the utilization percentage was still low. As I’m sure some of you on this call have experienced, it’s never a good place to have to explain why we’re not meeting utilization numbers. That really is the power of PSA and this resource planner. As they like to say, a picture is worth 1,000 words, and the planner provides real-time up-to-date information. With this color coding, resource managers can really focus their attention on where it’s needed most.
So, our customers also use this view to be proactive and strategic. They can keep an eye on how booked their resources are and address any allocation issues. So, for example, as we look at Anne, we can see that Anne is overbooked in the coming weeks. So, one click, I can now drill down and I can see that this analytics project is what is causing her to be over-allocated. So, now Rachel can talk to the project manager for that project and resolve the issue. If needed, you can manually adjust the hours to Anne, or you can also come over here and maybe swap out Anne for another resource that has more availability, or you can also split that assignment if you need to bring in an additional resource. The resource planner is completely searchable and filterable to focus on specific resources when she needs to.
Finally, you can also have filter sets that can be saved, which of course can save time when you’re searching for resources.
Okay. So, now that we’ve got our projects all staffed up, Rachel wonders how we’re doing with resources and demand across the company. So she uses this dashboard to get a high-level understanding of where their company’s capacity is around resource.
So, this summary tab is color-coded to show what has been assigned, what requests we have that are held and unheld via date range, and then how that’s tracking against our total capacity line. Then, of course, here we have our filters that then you can easily get to the specific data that you need.
As we take a look at our details tab, it really takes that same data and is now showing it in a heat map. So, again, with this color coding, we can quickly get down to see where maybe we have resource roles that are of concern to meet the demand and take action now to prevent any issues. By leveraging our powerful resource management tools, our customer Flexera improved their resource optimization by 17%.
Now, we’ve covered how Rachel is able to find the right resources with the right skills and availability to staff the new projects, and how she has visibility and the capacity and demand to take action and increase utilization.
Next we’re going to take a look at Pete who is our Project Manager and how he can use PSA to manage the project and the financial details.
Imagine for a moment you’re the person in charge of managing projects. You come to work and from the first thing in the morning you are bombarded with people upset that this project has slipped or that that one’s gone over budget. You have to chase down time submissions and dig deep to understand project status across a large portfolio. You have multiple screens or tabs open with different applications and spreadsheets to either log project data or report on it.
So, now let’s imagine you’re a Project Manager, and first thing in the morning you have this dashboard instead. So, a lot of our customers, project managers, start their day with the project manager workspace because it really gives them visibility across all of their projects in one place and helps them pinpoint items meeting immediate attention. So, just like the resource management workspace, this top section contains the alerts that are configurable and designed to draw your attention to items that need action. The next section is counts of specific metrics. This middle section here is a summary of time that has been submitted. Then you see right here to the left is a link to be able to quickly submit your time. Below that is one of our analytics reports that shows the project margin for all of the projects that Pete is managing. Then, finally, here we have quick access to all the projects that he’s managing.
Streamlined project creation and visibility across delivery projects has helped our customer, Hewlett Packard Enterprise, deliver standardized and consistent services, allowing them to more easily scale.
So, from here, Project Managers have access to everything that they need. So, for example, we can come here and do a search on our United Partners. Sorry, I didn’t hit enter. That would help. So we can take a look quickly at our multi-element project here. So, everything that you need to manage the project is right here. You’ve got our red, yellow, green for our key KPIs, like status, schedule, and financials. We can have notes and attachments here, and certainly the ability to collaborate and communicate through Chatter.
By the way, even though Chatter is the native way to communicate in context on the Salesforce platform, many of our customers leverage our ability to integrate with things like Slack, Teams, and other communication tools, and we also work with the Jira and other development tracking tools. The point here is that we flex to support your environment and toolset where it makes sense for you.
So many of our customers asked for a way to be able to forecast when a project’s billings or hours would hit their project budget so that they had an early warning or look ahead. So this is our project burn-up report, which, again, is another embedded analytics dashboard and it does this forecasting for them. So, note that you have your budget line here, you have your actual, we have what’s scheduled and then we also have what is predicted. You can look at this view from both the billings and an hours perspective. So, nothing like having plenty of time to get in front of budget or hours issues.
When you need to manage the project’s plan and tasks, the Gantt chart functionality can be used to do just that. So let’s take a look at our Gantt chart, and you can see that you can have a full work breakdown structure for the project, and you can actually tailor the view to only show the columns that you want to see that you’re working in the Gantt. So, you’ll see that there’s a lot of information that we can actually pull into this view. If you have a large project that you’re managing, you may need to just focus on certain tasks. So, we have our robust filtering capabilities here that give you the ability to really get down to just the specific information that you need to look at.
Also, the Gantt is really easy to edit. So, for example, we can see that I don’t have a dependency here between our kickoff and our scope, and I can quickly create that dependency by just dragging and dropping. I can also do things like maybe move that task out because we don’t think it’s going to start at that time. I can even say, well, if that particular task is going to take longer than we thought, and you’ve got immediate visibility into those changes.
So, one of the key communication tools as a project manager is doing project status reports. I can certainly remember when I was a PM and spending a lot of time each week producing the report. Of course, most customers require it, and I assume your situation is similar. Typically, project managers spend a lot of time pulling information from several systems each week to produce the report. So, Certinia PSA has made that very easy. So right here from the project, we can scroll down into our project plan and our status and documentation section, and you can see right here, I can quickly generate that status report, and it’s going to pull all of the necessary information from the project into a report each week. So as we go and look at the report, it is configurable. So, we’ve got things in here of course like our budget, project issues, and risks. You can put in what you absolutely need. Then you can see right here from this view, I can quickly get this emailed to my customer.
Once again, our customer Salesforce, improved their project margins with 24/7 real time visibility into their delivery projects that they run on Certinia PSA.
Now we have covered the project manager view and all the capabilities to manage projects to stay on time and on budget. So, once a project is kicked off, then your consultants start to do the work. So now we’re going to take a look at the view for Tim, who is our Consultant delivering the project.
So this is what Tim sees when he logs in and his dashboard shows him all the things that he’s concerned with. Certainly his assignments, utilization, expense reports, etcetera. So at the moment, Tim wants to review and update his tasks. He can either use a list view or this combine view to update his status. In either view, he can easily edit a task, but certainly in this combine view, it’s super easy to update the status. You can just come in and do a drag and drop to say this has gone from plan to started, and that project manager then gets a notification that the task has started.
Let’s say for example, he has a question about a particular project he’s working on. So let’s say for example this Prestige Worldwide project, he can just click on that and quickly go into the project information. So, note that Tim’s view of the project is different from your Project Manager’s view. It’s really tailored to show him information that he cares about in a way that’s really relevant to him. So, while he’s right here on this page, he can quickly log his time via this time entry component. Really, this component, you can put anywhere you want. You can put it on a task page, an assignment page, or in this case we’re right here on the project page.
So as we come in to create a new timesheet, you’ll see that it’s quickly linked automatically to the project, because that’s where we’re from. So it knows that that’s where we want to book our time. So, I can easily come in here and enter my time. All I’m doing is tabbing through each sale to enter my time. I can also do notes and then I can just submit this.
He can even use this very same time entry through our mobile app, and we have a mobile app for expenses as well. I can certainly tell you when I was a consultant, I would have loved having mobile time and expense entry for when you’re certainly sitting in an airport or maybe even sitting on a plane waiting to take off. Our customers have reported a significant jump in time cards submitted by the deadline and with half the mistakes compared with their old-time tracking system. For example, PSA is critical to our customer Splunk’s ability to scale and grow their global workforce.
Okay, so now we’ve seen the view from our Consultant Tim, and how quickly and easily he can see the work that he is assigned and book his time and expenses. So, now let’s transition to Colleen, who is our Controller, and see her view of billing and revenue.
So, once a project is in progress and actuals are being generated by the team, then it’s time to bill and recognize revenue. If you’ve spent any time trying to reconcile timesheets, expense reports, and spreadsheets to send customer invoices and recognize revenue, you know how inefficient and prone to errors it can be. This may sound familiar to some of you on the call. So, being able to bill and recognize revenue out of the same system that the source data resides, really cuts down on the amount of time it takes, and you’ll have greater confidence in the accuracy as well.
Just like other personas, Colleen has her services billing workspace, and she can quickly scroll down and see what projects have eligible billing records. So, for each project or multiple projects, she can generate billing in PSA, which creates a billing event. A billing event is basically a proforma invoice that contains things that are ready to bill. If you don’t have Certinia’s financials application, you can simply export the billing events and then import them into your company’s finance system. Of course, if you have Certinia’s financials as well, you can have a seamless flow from sales to services to finance.
Let’s say that we run and generate billing for our Amex global project here. So, as we come over to our project, we can see here on our actions menu, a link directly to our project billing.
So, as we come out and we look at our project billing, we now can see what timecards, expenses, and milestones are available to bill. You can either select everything or you can use these checkboxes here to be a little more prescriptive about what you want to bill. Then, with a click of a button here, you can generate the billing for the project. This creates a sequence of records in the system that we can review before releasing for invoicing into your financial system, where, then of course, the customer invoice can be created.
Next, revenue recognition is one responsibility that is, of course, critical for every company and that financial teams typically dread each month. It’s an onerous process to determine what revenue is ready to be recognized with multiple types of revenue across many projects and complex spreadsheets. So, now it’s automatic. With a click of a button, we can pull up everything that is ready to be recognized across all of our projects.
So what I’m displaying here is our date for what we’re going to recognize this period. So, we have our color coding here where we can see our dark green that shows what’s been recognized in a previous period. Our lighter green here shows what’s going to be recognized in this period. Then, of course, we can see all that information with the financial data. You can also see the cost broken out the same way, which can be helpful for when complying with newer ASC 606 regulations.
Through templates, your company can handle multiple ways of recognizing revenue. So we see our templates section here. We can also handle projects that have multiple types of rev rec in them. We support multiple types of methodologies. So, for example, let’s say just straight T&M, or maybe you have fixed price projects and you recognize revenue based on percent complete or maybe milestones. So, after generating the data, then you simply review for accuracy, and when you’re ready to commit that revenue, you can recognize all. You can then export a file that can then be imported into your general ledger.
As we’re talking about revenue, one of the other key interests for the finance team is revenue forecasting. So, we’ve created a whole workspace to allow them to not just get a very visual report of anticipated revenue from both Sales and Services, they can then slice and dice and analyze the revenue by region practice group, even down at the project level. Our PSA customer Five9 improved revenue forecasting by 40% and increased revenue by 2.5 million over two quarters.
So, as we look at this, we can see our actual revenue, our scheduled revenue and then also what is unscheduled revenue. As we scroll down here, we can view our details to quickly and easily analyse the forecast at a deeper level. So for example, we can see that from our previous forecast, we’re looking good, but let’s say for example, you might have that red. You can then quickly drill down and find out why your forecast went down from the previous period.
So, for example, as we scroll down, we can actually see we do have one project that our forecast was negative, and so now you can talk to the project manager and, of course, find out what’s going on and where that’s coming from.
Okay, so now we’ve seen the view from Colleen, our Controller, and how she can quickly generate billing, run revenue recognition, and have visibility into revenue forecasting.
So let’s go back to Elle, our Executive, and we’re going to take a look at this Services Executive Dashboard. With this dashboard, she has visibility into all of the key metrics to run the services organization. From the utilization details to keep project information. So, for example, she can even drill down into these four projects that are red and find out what’s going on. Then also, our sales pipeline, and this sales pipeline information only happens by being on the Salesforce platform and having visibility into what the sales team is working and delivering.
Our customer Splunk attributes their ability to scale a growing global workforce to the visibility PSA gives them into their services business.
In summary, through our day in the life walkthrough, we’ve demonstrated many ways in which the Certinia PSA Solution has delivered value to our customers. More importantly, to their customers. We really cover all the key areas of professional services automation that you need.
So our demo started from an executive perspective, keeping tabs on all the things needed to run a PSA organization. Then, we reviewed the deal details, and once the deal was won, Dan was able to easily generate a project using a template which copied over the resource requests from the opportunity. Then, the Resource Manager was able to view the resource requests, staff them, as well as proactively review the resource pool to address any over allocation or under allocation issues. Our Project Manager was able to view all aspects of his projects to ensure they stay on time and on budget. Then, our Consultant updated his project tasks and entered time against his projects. Finally, Finance completed billing and revenue recognition for the month. All of this happened in one single source of truth with 360° visibility to the customer account throughout.
As a result of implementing PSA, our customers have seen a lot of benefits. They’ve automated a lot of manual processes, making them more efficient. They’re selling higher value services – thanks to greater visibility and more influence on rates during the sales cycle. They have optimized their utilization by having better visibility into resource allocation across our projects, and they’re able to bill their customers faster and with greater confidence that the invoices are accurate.
As a result, they’ve seen a direct improvement to their revenue and bottom line, and often see their customer satisfaction scores have gone up as well.
In summary, PSA has enabled our customers to scale their business more quickly because of the visibility it provides in the real-time data that they can trust.
But don’t just take it from us. Here is a sample of some third-party accolades from customer-driven validations like Gartner peer reviews and G2 Crowd, to tier-one analyst firms like IDC and Gartner, and vertical analysts influencers validates that for services-driven orgs, Certinia is the most adopted PSA solution, second to none.
So, one final point, if you have additional questions, please feel free to follow up with your account executive. Remember, for us, it’s not just about selling you a PSA tool. We have a smart start implementation offering that will ensure that you are up and running quickly so that you can maximize your investment. It’s all part of our Accelerate methodology, which provides a foundational implementation that includes recommended practices and workflows.
So, thank you so very much for joining our call today.