Netsmart is healthcare’s largest post-acute EHR provider, committed to helping health and human services providers deliver coordinated, integrated, outcomes-based services and care. Netsmart serves more than 20,000 clients across all 50 states, resulting in approximately 450,000 users of its software and technology solutions. Netsmart clients include mental health and addiction services agencies, health homes, psychiatric hospitals, private and group mental health practices, public health departments, social services and child and family services agencies, managed care organizations, and vital records offices.

Products in Use: FinancialForce PSA

Company size: Medium

Previous system: Microsoft Excel

Location: Overland Park, Kansas, US

Industry: Healthcare Technology

It's all about predictability. It's all about being able to say, "You're going to do this," and you actually deliver. We just couldn't do that before we used FinancialForce.

Doug Abel, Executive Vice President

Business Issues

  • Internally-developed system lacked the full view optics of projects to run the business and the necessary tools to help team with day-to-day management
  • Incomplete data resulted in ineffective tracking of projects, people and dollars
  • Adding up the score at the end of a quarter was a rear-view approach with no predictive insight
  • Manual systems fraught with potential for human errors
  • Where are improvements needed? Where is the business going? Questions not easily answered

Having CRM and FinancialForce PSA integrated gives us that much more of a complete picture of the client, which helps us serve them more effectively as their partner.

Doug Abel, Executive Vice President

Benefits & Results

  • Top two benefits – visibility and predictability with power to track the execution of any project and any associate on a more granular basis
  • Predictability in financial results for the professional services organization, driving growth and profitability
  • More complete data improves day-to-day ability to make fundamental resource decisions and to staff accordingly – drives more informed hiring decisions
  • Aggregation of client data from Day 1 of relationship proved a huge benefit. Allows everyone to get more upstream of what's going on with clients
  • Optics into the business provides clear view of project details in a consumable format. Teams save time by not having to look in multiple areas, or worse, no access to needed details
  • Significant improvements in capacity planning and resource management. Can now see who's going to deliver, how many hours and when, alerting if trending to go over/under budget – all helps better manage profitability
  • Forewarns if corrective action is needed. Can see something happening before it does happen – and before it impacts revenue
  • No more revenue left on the table – opportunities for increased project revenue spotted early, e.g. adjusting milestones, utilizing resources more effectively
  • Professional services and sales on the same platform allows team to work better together and feed off each other's forecasts, breaking down silos
  • Single system gives finance team a single view into clients and project financials as well
  • What’s in the hour? PSA gets to that consulting hour, and helps to manage it appropriately and profitably
  • FinancialForce PSA made it possible to track and pull metrics, compare to benchmarks in SPI, and produce dramatic results, which won the 2014 Best-of-the-Best industry award


  • With FinancialForce PSA, Consulting gross margin up 20%, year-over-year
  • Utilization improved from the high-60s to the low-80s due to increased transparency into the business and visibility into individual productivity
  • Click of a button forecasts -- a 99% improvement! Prior to PSA, forecasting was a week-long process that involved every leader in the Consulting organization