Challenge

Navigating a complex and evolving business landscape with resource optimization

Changing project timelines, resource problems, and delays between sales and services delivery affected Spaulding Ridge’s operational efficiency and customer satisfaction.

• Difficulties with an ever-changing environment
  Spaulding Ridge faced constant changes every day. Tracking resource use and adapting quickly were persistent challenges. Seeing metrics as they changed was crucial. Without agile forecasting, “what ifs” became a reality, impacting profitability.
• Challenges in resource utilization and talent growth
  Optimizing resource utilization and growing talent were real struggles for the company. Managing global team productivity only added to the challenge, making it harder to track and develop talent from junior to senior levels.
• Lack of sync: sales to services delivery
  Even the smallest delay between closing a deal and staffing a project can disrupt timelines and hurt customer experience. Spaulding Ridge faced a two to three-day lag that resulted in frustrated customers who had to wait too long for their projects to kick off.

Transforming operations using a unified professional services software with real-time analytics

With Certinia’s PSA solution, Spaulding Ridge elevated resource utilization, reacted to change faster, and delivered projects on time—resulting in more efficient operations and stronger customer relationships.

• Real-time analytics
  Real-time analytics brought the whole team onto the same page, no matter where they were. From forecasting service revenue to tracking project financials, Spaulding Ridge could monitor critical metrics live. This let them quickly adapt as timelines shifted or customer needs changed. https://prod.certinia.com/solutions/professional-services-cloud/services-analytics/
• Increased resource utilization
  With everything in one system, Spaulding Ridge gained real-time insight into how their people were performing. Tying their learning management system (LMS) to project data let them see how junior talent and senior experts were growing—optimizing resource utilization across the board. https://prod.certinia.com/solutions/professional-services-cloud/resource-management/
• Faster project delivery
  Getting the right people on the right projects at the right time is critical. With Certinia’s unified platform, Spaulding Ridge scaled its delivery capabilities within the Salesforce ecosystem. They restructured their operations and improved resource allocation. The results? Fewer delays. On-track projects. And happier customers.