Certinia CS Cloud
Customer Success Story
Certinia drives enterprise account visibility and agentic workflows with CS Cloud
By moving to a native Salesforce environment, Certinia eliminated cross-functional data silos to create a unified, predictive customer success engine.
Summary
Facing fragmented account visibility and security risks from external data exports, Certinia deployed its own Customer Success Cloud natively on Salesforce. The implementation replaced isolated systems with a unified platform, connecting sales, services, and support data to enable real-time tracking and automated, agentic workflows.
Bio
Certinia is an enterprise software provider delivering unified business automation platforms for services-centric organizations. Managing global operations, the company empowers modern businesses to connect their entire customer lifecycle from sales to delivery.
Industry
Enterprise Software
Customer Size
Large (1,000+ employees)
Results
Certinia established sustainable operational predictability across the customer journey by embedding customer success natively into Salesforce
The challenge for Certinia
Fragmented account data forced reactive management and obscured real-time metrics across go-to-market teams.
Operating across disconnected systems created operational context gaps between sales, professional services, and customer success. Leadership lacked a centralized dashboard to track account health and mitigate churn proactively. Their challenges were:
- Fragmented system visibility: Critical information lived across disparate platforms, forcing teams to search multiple tools manually to piece together customer health profiles.
- Unprotected governance boundaries: Moving customer data into external systems introduced compliance risks and potential data-export security vulnerabilities.
- Isolated cross-functional operations: Hand-offs between sales, services, and support occurred without shared baseline metrics, limiting effective collaboration.
- Reliance on lagging indicators: Account leadership struggled to forecast Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) using real-time operational data
- Subjective health scoring: Account evaluations lacked objective, standardized tracking against concrete customer value objectives.
- Manual onboarding friction: Standardising best practices across newly hired customer success managers required intensive manual oversight.
Leadership recognized that attempting to scale account retention across separate point solutions created unacceptable operational risk.
"We moved from one platform to CS Cloud, because we didn't have the valuable and strategic information we needed inside of our customer success platform. Frankly, I didn't use it that much. I ended up finding most of my information inside of Salesforce. What was interesting, as we sort of shifted and made our transition, we found that we were able to actually aggregate a lot of information that wasn't there before. Very quickly we were able to start to really gain access and insight to new information and truly get a 360 degree view of our customer."
The solution for Certinia
Certinia unified its go-to-market operations natively on the Salesforce platform using CS Cloud.
By consolidating product telemetry, support logs, and services project schedules into one native platform, Certinia established a secure, centralized hub for customer success.
Unifying cross-functional data natively
Implementing Customer Success Cloud directly within Salesforce eliminated the need to transfer sensitive information to third-party applications. This native architecture centralized backend streams, including revenue recognition models, support ticket volumes, and professional services schedules—into dynamic executive dashboards. As a result, cross-functional teams gained real-time visibility into customer health without violating core security governance boundaries.
Standardizing value orchestration
The deployment enabled front-line managers to move beyond subjective health scores and establish structured value planning. Teams now record precise client performance benchmarks and track milestone progression directly inside the primary CRM. This transparent tracking ensures alignment across Sales, Services, and Customer Success, making renewal outcomes highly predictable.
Driving agentic AI workflows
Integrating Veda AI directly into CS Cloud transformed routine administrative processes into automated workflows. The native AI engine automatically ingests historical sales signals to draft comprehensive customer success plans without human intervention. Front-line managers simply review and refine these strategies, elevating service delivery standards across global accounts.
"With the launch of Certinia’s AI, Veda, we're already seeing the benefits of autonomous activities occurring. Using the rich opportunity information in Salesforce, we can automatically draft a customer’s success plan without any human intervention or handoff. And then obviously our customer success team will go in and take a look at it to review, expand and finalize. The introduction of agentic AI for our organization has really been an opportunity to elevate the delivery, the consistency and, more importantly, the experience for our customers at scale."
How CS Cloud helps Certinia
- Established an integrated customer success operations software environment that eliminates data silos between Sales, Services, and Support.
- Secured full enterprise data compliance by retaining all sensitive customer tracking records inside native Salesforce trust boundaries.
- Shifted account management from reactive monitoring to automated, AI-driven workflow execution with Veda AI.
- Provided executive leadership with precise, real-time visibility over Net Revenue Retention and Gross Revenue Retention metrics.
Run your services business with clarity, speed, and confidence
See how the Certinia PSA suite and Veda work together to connect your entire lifecycle—and make every step smarter.
