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"I particularly like the project Gantt and new capacity planning features. This is a one stop application for Nexidia."

Kathi Hohl, Director of Operations, Nexidia

Nexidia® provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. Nexidia Inc. is a privately held corporation headquartered in Atlanta, GA with additional sales representation throughout North America, Europe and Asia.

Products in Use: FinancialForce PSA

Company size: Medium

Previous system: Homegrown

Location: Atlanta, Georgia, US

Industry: Multimedia Software

Business Issues

  • No visibility into utilization and capacity which meant time was being lost
  • Too much time wasted looking for information needed on projects and formatting it in a useable and reportable way
  • Unable to understand and analyze critical data, e.g. why time was being logged against a project after the project had finished
  • Project Managers had no visibility into project information
  • Too much time spent on non-profitable accounts

I have worked with other PSA systems in previous roles, none of which were as good as FinancialForce PSA.

Kathi Hohl, Director of Operations, Nexidia

Benefits & Results

  • 16 hours per week saved now that reports can be run easily with no rekeying and reformatting into spreadsheets
  • Reports are getting smarter and more refined with metrics that help drive business decisions
  • Multiple departments are working from the same system with access to the same information
  • Management has visibility into true utilization numbers instead of ballpark figures
  • New revenue stream was identified and the company launched the Customer Advocacy Department to support customers post implementation
  • Utilization is up by several points
  • Project Managers can view full project information including notes and milestones on a project, enabling them to take action when a project is going off track
  • Now have a clean view of unscheduled backlog for opportunities and scheduled backlog - previously done via cumbersome spreadsheets requiring meetings with sales to discuss and understand
  • Much better visibility into accounts to see project profitability - enabling group to spend appropriate amount of time based on value
  • FinancialForce PSA also being used internally at Nexidia to track support cases
  • Chatter being used in abundance giving Sales team better visibility into projects and can identify opportunities
  • Engagement Managers are taking an active part in the client relationship, using PSA to look at margins and to address issues on the spot

The company’s active continual improvement in the application, with a clearly defined roadmap, gives me confidence that we have made the right choice and that PSA will remain our solution of choice for a long time to come.

Kathi Hohl, Director of Operations