Vizrt
Customer Success Story
Breaking Silos with Certinia: How Vizrt Synchronized Customer Success and Field Engineering
By moving away from fragmented tracking methods, the global technology leader synchronized its field engineering and customer success teams onto a single platform.
Summary
Vizrt consolidated its project management ecosystem by replacing an assembly of manual spreadsheets with Certinia's unified platform. This native Salesforce integration connects the entire project lifecycle, automating workflows from estimation to delivery.
Bio
Vizrt is a premier international technology provider delivering specialized software for immersive 3D graphics and broadcast production. Operating out of the United Kingdom and across the EMEA region, the organization supports mobile field engineering teams worldwide.
Industry
Company Size
Medium (500+ employees)
Results
Real-time visibility drives sustainable operational improvements across global delivery teams.
The challenge for Vizrt
Fragmented workflows and disconnected systems created administrative bottlenecks across global operations
Before deploying Certinia, Vizrt relied on isolated manual tools that obscured operational visibility and delayed critical reporting.
- Inflexible Operational Landscape: The organization relied heavily on a combination of Excel and Smartsheet integrated loosely with Salesforce.
- Delayed Timecard Submissions: Mobile field engineering teams lacked an intuitive entry method, leading to consistent data delays.
- Heavy Administrative Burden: Project managers were forced to manually export, compile, and re-import data between isolated systems.
- Compromised Data Quality: Continual manual compilation eroded data integrity and slowed down strategic business evaluations.
- Obscured Utilization Metrics: Operational leadership lacked a unified view to accurately evaluate productive and billable resource tracking.
- Restricted Margin Visibility: Fragmented processes completely prevented real-time project margin tracking across ongoing deployments.
Vizrt required a more robust, integrated solution to streamline these mission-critical workflows and scale their services-as-a-business.
"Our previous reliance on a fragmented mix of Excel and Smartsheet was creating significant friction for our field engineering teams. We knew that high-quality data is directly dependent on ease of use, so we needed a more robust, integrated solution. We chose Certinia for the seamless automation it brings across our workflows - the synergy between Services Estimator, PS Cloud, and CS Cloud has been transformative for our operations."
How Certinia helps Vizrt
Establishing a single source of truth on a Salesforce-native PSA platform
Vizrt consolidated its project management ecosystem onto Certinia professional services automation software to connect every stage of the project lifecycle.
Unlocking real-time resource visibility
By combining Certinia Professional Services (PS) Cloud, Services Estimator and Customer Success (CS) Cloud natively on Salesforce, Vizrt provided its field engineering teams with an intuitive, unified platform. This native architecture ensures timely timecard submissions and accurate resource management software tracking.
Leadership replaced fragmented, slow processes with immediate visibility into project margins and global utilization metrics. The automation allows operational managers to focus on strategic service optimization rather than manual administrative upkeep.
Integrating customer success operations
Vizrt extended its Salesforce-native PSA capabilities by deploying Certinia's customer success cloud. This layer creates a single operational record that directly aligns customer success managers with technical support and field delivery engineers.
The unified ecosystem provides all teams with a shared account health framework. This collaborative environment helps eliminate internal operational silos and ensures project delivery aligns with long-term customer success goals.
Activating predictive AI assistance
To further refine the client experience, Vizrt activated Certinia’s enterprise generative AI professional services suite, Veda. Veda delivers instantaneous project summaries that help teams monitor health and trajectory on demand.
The addition of Veda enables the team to maintain deep operational clarity. This ensures project management and delivery teams stay one step ahead of potential project risks.
Certinia's impact on Vizrt
- Operational teams shifted focus from manual data compilation to strategic delivery and service optimization with PS cloud.
- Customer success managers, technical support, and field delivery engineers now operate around a shared account health framework utilizing CS cloud.
- Leadership secured granular margin visibility across ongoing projects while reducing overall time-to-delivery metrics with Service Estimator.
- The activation of Veda AI delivers instantaneous project summaries to continually refine the customer experience.
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.
