Idox

The challenge for Idox

Standardizing professional services to drive global operational efficiency

Prior to partnering with Certinia, struggles with disorganization in non-standardized systems prevented Idox from efficiently running processes. This led to inefficient uses of time and unsatisfied customers.

Their primary pain points were:

• Modernization demands: The pressing need to modernize operations required the company to upgrade its processes and systems.
• Fragmented operations: Professional services was the only tool needing migration to bring all operations under a single solution.
• Collaboration burden: A delivery team of over 100 professionals spent over 65% of their time manually coordinating operations and customer communications.
• Service complexity: Managing and delivering high-quality services to over 500 customers across the world created coordination roadblocks.
• Partner trust requirements: Identifying a reliable and trustworthy partner was essential to executing their long-term operational vision.

After reviewing the market and testing out competitors, the company selected Certinia PS Cloud to take its professional services group into the future.

How Certinia helps Idox

Optimizing operations with a unified, scalable solution

Certinia provided Idox with a platform that connects cross-functional workflows and automates task management. This successfully eliminated disconnected data systems, making communication possible  between delivery staff and customers. Consequently, Idox was able to elevate the client experience and drive predictable growth.

Elevating experience through automation

For the first time, Idox is able to automate tasks for its professional services team, with key project information automatically flowing into and out of Certinia PS Cloud. This automation eliminates the manual tax on delivery staff, helping them focus on high-value activities.

Gaining a 360-degree project view

Integration between Certinia PS Cloud and the company's Salesforce instance provides a consolidated view into projects and customers. This enables Idox to deliver a fantastic experience for both staff and customers. At the same time, Certinia Services Communities is a differentiator and a game-changer in terms of the service it delivers.

Driving long-term business growth 

The solution perfectly aligns with Idox's growth plans and empowers it to deliver an exceptional staff and customer experience. This operational clarity drives new customer acquisition along with the retention of existing customers. 

Certinia's impact on Idox

• Certinia empowers Idox's project managers to focus on customer experience and proactive change to achieve business growth targets.
• Provides more flexibility and control over project management. 
• Establishes total operational precision across its 500+ global delivery branches.
• The unified platform frees critical time for all delivery staff, allowing them to focus on value-added activities and personal development.