Imprivata

The challenge for Imprivata

Overcoming disjointed operations and spreadsheet-based tracking

Before Certinia, Imprivata managed its workflows across isolated tools and manual spreadsheets. This created disconnected systems, making it difficult to keep pace with an expanding global customer base.

Their primary pain points were:

• Legacy tool dependency: Imprivata's tracking relied on processes built around Microsoft Office and disconnected files.
• Data inaccuracy: Managing data across separate manual documents caused recording inaccuracies.
• Painful project tracking: Delivery managers spent hours manually validating data, making active portfolio tracking slow.
• Unbilled time losses: Operating without a centralized tracking tool led to lost revenue through untracked, unbilled delivery time.
• Scalability roadblocks: The organization lacked a scalable framework to efficiently manage enterprise projects and a growing global workforce.
• Visibility deficits: Disconnected tools prevented leadership from gaining a reliable view into the health and status of its implementation portfolio.

Imprivata's services team now turns to Certinia to access details across any and all projects, including different hospitals and locations. Additionally, managers can accurately track projects across customers, even those implementing multiple Imprivata products concurrently.

How Certinia helps Imprivata

Unifying cross-functional workflows to unlock real-time project management and pipeline visibility

By deploying Certinia PS Cloud, Imprivata successfully bridged the gap between its cross-functional teams. This centralized platform delivers an automated framework to manage healthcare deployments. Consequently, Imprivata gained the visibility required to optimize resource utilization and deliver consistent value to its clients.

Unifying teams 

Because Certinia Professional Services (PS) Cloud works natively with Salesforce CRM, all teams at Imprivata work from the same customer record. Sales, services, finance, and management groups can all access and share customer information without visiting multiple applications. 

Streamlining project planning 

Project managers can quickly understand each customer's specific technical needs. They can also plan ahead by mapping out projects and timelines directly based on pipeline opportunities, enabling them to deliver on expectations from day one. This predictive visibility eliminates reactive planning and ensures delivery teams are staffed appropriately.

Driving customer engagement 

Early access to integrated project information empowers Imprivata to keep new enterprise customers continuously engaged and excited about their implementations. Managers can easily track distinct milestones across different hospital networks and branch locations.

Certinia's impact on Imprivata

• Imprivata created a unified global customer record.
• Unlocked 360-degree, operational visibility across the entire services portfolio. 
• Completely eliminated tracking inaccuracies and significantly reduced instances of unbilled delivery time.
• Delivery teams can now track multi-product implementations across various hospital networks with absolute certainty.