Five9
Customer Success Story
Five9 boosts revenue by $2.5M in two quarters and saves 30,000 hours with Certinia ps cloud
Connecting professional services and billing on Salesforce with Certinia PS cloud enabled Five9 to automate delivery workflows and improve revenue forecasting by 40%.
Summary
Prior to implementing Certinia, Five9's rapid expansion left the enterprise struggling with disconnected divisions that threatened delivery capacity. To sustain its growth, the company implemented Certinia Professional Services (PS) Cloud. By connecting its project management directly with its financial billing application, Five9 established a seamless operational system that removed accelerated tracking abilities.
Bio
Five9 is a leading provider of cloud contact center software. The enterprise supports thousands of global operations with secure, reliable, and intelligent digital interaction infrastructure.
Industry
Company Size
Large (1,000+ employees)
Results
Replacing disconnected systems with Certinia PS Cloud, Five9 dramatically unlocked operational velocity for scalable growth.
The challenge for Five9
Unifying fragmented business operations for ongoing expansion
As Five9 grew quickly, internal systems struggled to match the pace of its operational growth. A distinct lack of integration between scaling divisions threatened to slow down delivery velocity and restrict future business opportunities.
Their primary pain points were:
- Rapid growth: Five9 achieved a massive 40% growth rate year-over-year in 2019, creating immediate infrastructure challenges.
- Expanding global workforce: The corporate team quickly scaled to over 1,000 employees, complicating manual data coordination across locations.
- Departmental gaps: High operational success exposed a critical lack of alignment across distinct business units.
- Compounding silo effects: The negative impacts of disconnected departments multiplied as customer accounts and projects grew.
- Restricted scaling: Fragmented operational workflows created internal friction that actively impeded the company's long-term growth trajectory.
Faced with these multiplying barriers, Five9 realized it needed a unified business platform that could reliably merge divisions, turning to Certinia’s solutions.
Certinia PS Cloud has been amazing for us—and if your CFO is saying that we made his life easier and he wants more—that's all you need as a CIO.
How Certinia helps Five9
Implementing an integrated, Salesforce-native system to drive automated operations
Five9 selected Certinia PS Cloud to build a unified system that connects project delivery straight to the billing lifecycle. By bridging the gap between professional services and corporate finance the organization gained immediate access to the insights and operational visibility required to optimize delivery, revenue recognition, and efficiency.
Data and billing integration
Living natively inside their core CRM, Certinia Professional Services (PS) Cloud provided the required system to enable an automatic workflow that pushed operational data directly into Five9’s financial environment.
Automated project workflows
Workflow automation is now a central asset to daily project management activities across the organization. When enterprise opportunity closes within the customer relationship management platform, Certinia PSA automatically builds out the corresponding project files.
Rapid migration and deployment
Navigating the shift to Certinia with more than 2,000 active projects required a precise implementation framework. To protect ongoing workflows and meet deadlines, the business collaborated with a trusted partner to manage data mapping smoothly.
Strategic services alignment with VFP Consulting
Partnering with external operational experts allowed Five9 to successfully engineer its target project outcomes while maximizing platform performance.
We worked with Five9 to address their desired outcomes using Certinia, and the results speak for themselves. Five9 was able to take their operations to a whole new level in a matter of months.
Certinia's impact on Five9
- Certinia allows the organization to successfully save over 30,000 hours of manual effort.
- Helps drive an additional $2.5 million in revenue across just two quarters.
- Delivers an impressive 40% improvement in resource allocation and forward-looking forecasting accuracy.
Unify resources, projects, and financials on a Salesforce-native PSA platform
Create high-impact results with data-driven insights. To see Certinia PSA in action, schedule a demo today.
