"With FinancialForce PSA we have brought our customer service integration and professional services projects under control and we are in a perfect position to continue to scale the business."

Jason Stonehouse, Manager Systems Management & Improvement, Akamai

Akamai is a leading provider of cloud services designed to help enterprises deliver the best online experiences on any device. Built on the Akamai Intelligent Platform, Akamai solutions make the Internet fast, reliable and secure and are supported by unmatched expertise and visibility. Akamai removes the complexities of connecting the increasingly mobile world, supporting 24/7 access to online business and entertainment and enabling enterprises to leverage the cloud. They are proud to include the following among their many customers:

UK based:

  • The BBC
  • The Met Office
  • Standard Chartered Bank

Other global customers include:

  • Airbus
  • Apple
  • IBM
  • L’Oréal
  • Microsoft

Products in Use: FinancialForce PSA

Company size: Large

Previous system: Homegrown

Location: Global

Industry: IT Services; Professional Services

Business Issues

  • Using nearly half a dozen different systems to manage projects
  • Excessive reliance on email
  • Records of level of effort were tracked individually using anything from a piece of paper to a complicated spreadsheet. These were then manually transcribed, usually late, which could impact billing
  • Projects were managed on a team-by-team basis which could and did lead to over-committing resources
  • With all the manual processes happening behind the scenes, the opportunities for mis-enter or incorrectly coded billing was high. This placed even more work on Account Managers to make sure that they kept customers happy
  • No way of being able to make useful or reliable forecasts for future growth
  • Lacking data to drive business decisions
  • Systems being used just not meeting the business needs
  • Customer queries would get lost and were hard to prioritize

Akamai is a business that lives off of data, and without a single coherent system we had no way of being able to make useful or reliable forecasts for future growth.

Jason Stonehouse, Manager Systems Management & Improvement, Akamai

Benefits & Results

  • Templated projects: a tremendous time-saver for the professional services team who can now spend more time with a customer and less time on project administration
  • Automated billing introduced now that data is reliable
  • Automated workflows: Teams can make intra-organizational requests reliably and know that they do not need to worry about their request disappearing in the inbox of a colleague
  • Global visibility - The whole Akamai organization using the same tools in the same ways giving the ability to assign a resource to a project in another region
  • Timesheet compliance has substantially improved from 60% to 95%
  • The average level of effort for our PS team to complete a customer integration is less than half what it was before. This is time saved by using repeatable, templated workflows and projects
  • Increased agility for the PS team. Akamai can more quickly adjust to staffing needs and see when a customer engagement is going to grow, allowing them to identify resources quickly to address the need
  • Chatter used throughout the business to collaborate on projects and solve customer issues instantly
  • Customers now get a faster response and better service from the professional services team.

Prior to making the move to FinancialForce PSA, we had nearly a half-dozen different systems; some of them enterprise-ready and others home-grown solutions. Keeping all of these systems working together smoothly was a continuous challenge, and doing it in a way that kept the customer experience seamless was a miracle when it worked.

Jason Stonehouse, Manager Systems Management & Improvement, Akamai