BeyondTrust – Improving Professional Services with FinancialForce
“The way FinancialForce PSA works with Salesforce empowers me to configure it rather than relying on external expertise, which is a huge advantage.” Sean Cashin, Vice President, Customer Success and ServicesDownload PDF
Disjointed operations and project management
BeyondTrust is the worldwide leader in Privileged Access Management (PAM), trusted by 20,000 customers, including 70 percent of the Fortune 500. BeyondTrust empowers organizations to secure and manage their entire universe of privileges across traditional, cloud, and hybrid environments.
With integration, BeyondTrust's benefits include:
- 20% Higher utilization globally
- Among the lowest voluntary attrition across company
- Real-time visibility
After a series of acquisitions and mergers, BeyondTrust found itself with four professional services organizations. Two were using FinancialForce Professional Services Automation (PSA) platforms, one used a homegrown system, and the other used spreadsheets. To ensure streamlined operations, satisfy customer expectations, and close projects as quickly as possible so it could recognize revenue, the company needed to unite professional services on a single application platform.
By capitalizing on the Salesforce native FinancialForce Professional Services Automation solution, BeyondTrust can ensure that the Professional Services team is optimized and has the necessary visibility into projects.
As a purpose-built solution native to Salesforce, FinancialForce PSA enables BeyondTrust to use Salesforce as its single source of project truth and take full advantage of existing technology investments. These capabilities have made it possible for the company to enable consistency across projects and improve its operational maturity and resource utilization metrics.
Within FinancialForce PSA, project managers can easily schedule engineers based on skillset, availability, and geography. Customer success managers are automatically alerted to proactively reach out to the customer when a project manager flags a project. Engineers appreciate the improved visibility of their assignments and the ability to easily submit timesheets.
Because FinancialForce PSA enables BeyondTrust to build customer-centric activities into project templates, the company can ensure it captures feedback and measures customer sentiment. This timely insight provides the Professional Services team with the information it needs to deliver better outcomes.
Going forward, BeyondTrust anticipates gaining even more insight into its project metrics via FinancialForce PSA. It also plans to take further advantage of FinancialForce PSA to improve how it operates and delivers projects. By automating more routine tasks and leveraging the ability to integrate additional tools such as Calendly with FinancialForce PSA, project managers will have more time to focus on the activities requiring their expertise and judgment instead of administrative tasks. Automation alone will enable the company to reduce project management overlay by 5% and collectively save project managers about 40 hours per week.