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iSoftStone is a leading China-based IT services provider, serving both Greater China and Global clients. iSoftStone provides an integrated suite of IT services and solutions including Consulting & Solutions, IT Services and Business Process Outsourcing (BPO) services. Its comprehensive end-to-end service offerings support expansion in scope and scale of client engagements. iSoftStone focuses on key client industry verticals including technology; communications; banking, financial services and insurance (BFSI); healthcare; energy, transportation and public sector (ETP).

Products in Use: FinancialForce Accounting;FinancialForce Billing; FinancialForce PSA

Company size: Large

Previous system: QuickBooks; Innotas; Homegrown

Location: Global

Industry: Professional Services

A web search brought FinancialForce to our attention and after additional research we found that it could satisfy around 95% of our requirements. Although still early in our deployment, we are already seeing the benefits of the seamless integration between our CRM, financials and operations all on Force.com.

Carl Swart, Senior Director

Business Issues

  • Incomplete integration with Quickbooks
  • Lack of flexibility/control
  • Unable to track utilization effectively resulting in excessive bench time for resources
  • No single source of information
  • Email and Sharepoint used for handoff between Sales and Delivery causing inefficiencies and time delays
  • Opportunities lost due to lag between resource request being made and fulfilled
  • Money lost in the past when time not logged and assumptions made about hours worked on a project
  • No history of invoice queries and adjustments held in the system. A spreadsheet would be sent to project staff for adjustments via email, and then invoices manually amended before being sent to customer
  • No real-time view of pipeline and plan vs. actual
  • Inability to link between resource request and assignment. Seeing when an assignment was closed was a manual process

In 2012 we undertook the process of reviewing 14 vendors after realizing we needed a better way to manage projects and financials. After becoming increasingly frustrated with our initial vendor selection who we soon realized was unable to fulfill our list of custom requirements and fully integrate with Salesforce and our other systems, we came to the conclusion ‘there has to be a better way’.

Carl Swart, Senior Director

Benefits & Results

  • Now have information available for granular analysis e.g. Can see time spent on different projects/regions and compare groups so can focus on most successful project areas
  • System now configured around company structure
  • Greater access to information by all employees. Permission controls have been put in place by role/object to allow management to decide what can be viewed e.g. Standard Consultant can log their own expense reports and see resources assigned to a project but not cost rates of a resource
  • Skills based resource scheduling being rolled out across the business
  • Resource requests now managed within the system. A resource will be notified automatically triggering a status update. A resource is then assigned from the request and tracked automatically. Full visibility of this process in one system has enabled iSoftstone to identify how quickly requests are actioned and whether the request is picked up by the Delivery team or Recruiting
  • Robust security with permission controls nice and configurable by role/object e.g. can see billing events but nothing else. This flexibility has allowed more autonomy at lower staff levels. Delivery Director used to manage overall profit and loss with Delivery Managers overseeing scope and schedule. Now Delivery Managers get time cards and expense reports for approval and have visibility into overall project performance. Directors can then look at these things less and are spending less time running reports
  • All people are looking at the same data in one system. Discussions between Finance and Project teams are inside the tool so an Account Manager can view, remove and adjust billing events so everything is in sync
  • Improved invoice accuracy
  • Excitement around reports will be able to generate and dashboards to aid Management decision making
  • Time saved assigning resources – Assigned from resource request which automatically adds in bill rate. Can link from that to contact record and see other projects a resource is assigned to
  • Ability to better manage where putting time avoiding time spilling over to wrong project
  • Multiple time card and expense report approval via mobile and missing time card reports can be generated to easily identify where time not entered