Imprivata teams with FinancialForce to reduce to the complexity of managing Healthcare IT

Imprivata, the leader in healthcare IT Security is innovating to protect patient data. Everything they do is to improve provider productivity for better focus on patient experience. This is their vision: To gain and share the knowledge to deliver a signature customer experience.

The company is growing fast, selling to larger, more complex hospitals and integrated delivery networks across the globe. The Professional Services Organization (PMO) needed a services management solution that could automate processes, provide better visibility and the obvious–connect with Salesforce.

FinancialForce PSA checked all the boxes and more. It works natively with Salesforce CRM, creating a central customer hub where teams can easily access, share, update customer information. Services teams are engaged, the entire organization is informed and signature customer experiences healthy.

Products in Use: FinancialForce PSA

Company size: Medium

Previous system: Microsoft Excel

Location: Lexington, Massachusetts, US

Industry: Healthcare & Pharmaceuticals; IT Services

We take pride in making sure that our customers are impressed by what we do. We want to be the best in the healthcare industry. And in order to be the best, you have to make sure you have the proper, accurate information. FinancialForce PSA keeps us organized, it's the Wow factor.

Tammy Godin, Manager, Project Management Office

Business Issues

Spreadsheet madness

Complex projects, a global staff, growing teams and a system that didn’t scale. Imprivata needed better tools beyond Excel and Word documents to manage it all.

They needed more visibility into their implementation portfolio: What is going on, where, when, and what is the health of those implementations? And put an end to inaccuracies, painful project tracking and unbilled time.

Imprivata is rapidly growing, and FinancialForce enables our professional services team to keep pace with that growth and exceed that growth.

Doug Caira, Vice President of Professional Services

Benefits & Results

One customer record–one team

With FinancialForce PSA natively connected to Salesforce CRM, Imprivata has a single system where sales, services, finance, management, are all working off the same customer record. Knowledge sharing is now amplified across the organization.

“What I like best about PSA is the ability to accurately and quickly get information so I can make real-time decisions around the business this week, this month, this quarter.” – Doug Caira, Vice President of Professional Services

FinancialForce PSA connects the dots. It starts with the sales cycle. Sales hands off a project to the PMO organization, then the project is handed over to the Customer Advocate team and then to the Support team. No meetings, no email strings, no phone calls–all the data is in the one customer record.

Kicking off a project in style

FinancialForce PSA is directly integrated into the sales process putting everyone in the heart of the action. Project managers have the visibility to quickly understand what the needs of the customer are and can engage with that customer right away with whatever is needed. They can also plan ahead based on pipeline and deliver on expectations on day one.

Doug Caira loves building off of that customer excitement from the get-go:

“FinancialForce helps at that stage where the customer is most excited. They want to be talking to us right away. They're engaged, everyone is jazzed. And that is a key part of the project, keeping that excitement going. With PSA we can get that information and call that customer immediately and that really helps to kick the project off quickly and with excitement.”

The brains of the operation

FinancialForce PSA helps the services team to remember all the details of multiple projects, across multiple hospitals, across multiple locations. Simple project status with red, yellow, green, helps managers oversee and manage budgets for hundreds of projects at a glance and quickly focus on the projects in red.

“So my quote is, ‘PSA is an extension of our brain.’ We live and breathe PSA. It’s our Bible for understanding exactly what's going on with all of our projects. PSA allows us to be smart, it allows to know what are the red projects and why.” – Tammy Godin, Manager, Project Management Office

The signature experience

The joint FinancialForce PSA and Salesforce CRM solution collects details on the customer in one record, in real-time–easier for the PMO to understand the goals and needs of each customer. Any staff member can access, communicate and share real-time information about a project. It all builds that signature customer experience Imprivata is always working to deliver.

Solving the global staffing puzzle

With the PSA skills matrix, Imprivata is able to match the right resources, with the right expertise, to the right jobs and hospitals, in the right geography across the United States, Europe, Australia, and the Middle East. Matching skills to specific technology needs around the globe is simplified.

“PSA manages consultants around the world and helps me to understand where they are, what work they are performing, and to accurately and consistently track the work that's being completed.” – Doug Caira

Eliminate customer budget problems

Customers don't want to be asked for more money. FinancialForce PSA automates the time and expenses against the budget so they always know what’s remaining. Budgetary reports are easily produced to address customer questions easily. ‘These are the tasks that we have remaining. This is how we’ll use the hours in the next week. This is where we might need more hours.’

PSA allows us to work with the customer to ensure success. PSA is that mechanism to show them how things change, and why things change, and what we need to do, so there's never any surprises. We are proactive, not reactive.” – Tammy Godin

Like vendor like customer

The healthcare industry is rapidly implementing new technologies, and Imprivata helps to remove the complexity of those technologies for their customers. And FinancialForce is doing the same for Imprivata.

“Imprivata is helping to reduce the complexities of healthcare IT security, and FinancialForce helps to reduce the complexity of our professional services operations at Imprivata.” – Doug Caira