Client Overview
Industry
Software Development
Region
San Francisco, CA
Company Size
5,001-10,000 Employees
Featured Solution
FinancialForce (Certinia) Automation
About the Client
Built from the roots of academia and open-source innovation, the client has been redefining data and AI since 2013. Trusted by 10,000+ enterprises worldwide, including Block, Comcast, Condé Nast, Rivian, and Shell, its Data Intelligence Platform drives over 60% of the Fortune 500 from raw data into AI-driven insights that encourage business transformation.
Inefficiencies, Errors & Delays: Why PSA Automation Needed a Rethink
For professional services organizations, accurate financial tracking, resource allocation, and automated processes define perfect project execution. However, inefficiencies in Professional Services Automation (PSA) processes can create operational bottlenecks, impacting financial accuracy, project insights, and team productivity.
The client, relying on FinancialForce (Now Certinia) on Salesforce, faced critical automation challenges that hindered their ability to optimize project operations. Although the platform offered an organized framework, gaps in automation resulted in:
- Duplicate Records
- Inaccurate Financial Data
- Manual Intervention in Key Processes
Data Errors & Billing Inconsistencies: The High Cost of PSA Inefficiencies
Without an automated, streamlined PSA process, the client faced operational roadblocks that directly affected project efficiency, financial integrity, and decision-making agility.
How These Challenges Impacted Their Business:
Financial & Project Reporting Inaccuracies
Duplicate EVA records reduced reporting reliability by 40%, leading to financial discrepancies.
Revenue Leakage from Billing Inconsistencies
Outdated rate cards caused up to 15% revenue leakage due to misbilling.
Underutilized Workforce & Project Delays
Poor visibility into resource allocation extended project timelines by 20% and led to 50% more time spent on manual tracking.
Delayed Decision-Making & Customer Insights
Manual survey distribution slowed feedback collection, delaying service improvements by 2-3 weeks.
Manual PSA Tasks Slowing Teams Down
Repetitive PSA admin work consumed nearly 40% of the team’s time, reducing productivity.
Precision, Automation, and Seamless Integration: Transforming PSA Efficiency
Understanding the operational inefficiencies and their direct effect on revenues, our client wanted a systematic automation upgrade in Certinia to simplify procedures, improve accuracy, and remove manual bottlenecks.
Key Solutions Our Salesforce Experts Implemented:
- Duplicate EVA Elimination Developed a functionality to address a recurring issue in FinancialForce, preventing errors.
- Automated Rate Card UpdatesEnabled seamless annual rate revisions, ensuring accurate billing and financial consistency.
- Salesforce-Qualtrics IntegrationAutomated survey distribution, saving 70% of the time previously spent on manual tracking.
- Unified Project PlanningDeveloped a comprehensive project layout displaying planned, scheduled, and submitted hours for better resource allocation.
- Workspaces for Centralized ManagementLeveraged FinancialForce Workspaces to streamline project management from a single interface.
- Timecard Compliance MonitoringSent consolidated reports of missing timecards to project managers, reducing manual follow-ups.
- Automated Milestone CreationIntegrated financial data to cut milestone setup time from hours to minutes.
- Standardized Project CreationBuilt internal forms to simplify and structure different project creation processes.
- License Automation for Onboarding Enabled automatic license assignments for new PSA resources.
- Auto-Approval for Internal ProjectsPrevented internal project approvals from blocking high-priority customer projects.
- Data Validation for Accuracy Implemented skill and certification validations, eliminating incorrect or incomplete records.
Unlocking Efficiency & Accuracy: The Impact of PSA Automation
With intelligent automation embedded into Certinia, the client witnessed:
-
Reduced milestone setup time from 4 hours to just minutes, streamlining project execution.
-
Automation eliminated manual PSA tasks, allowing teams to focus on higher-value work.
-
Integrated Salesforce and Qualtrics, replacing manual survey distribution with an automated system.
-
Automated notifications ensured timely submissions without repeated manual tracking.
Highlights
95%
Faster Milestone Creation
40%
Boost in Team Productivity
70%
Time Savings on Customer Surveys
50%
Reduction in Timecard Follow-Ups
Conclusion
"What used to take hours now happens in minutes. With automation taking care of the heavy lifting, our teams can focus on driving real impact for our clients."
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