Case Study: DNV GL achieves rapid case resolution and improved SLAs with FinancialForce

DNV GL - Customer Case Study

DNV GL, a global provider of classification, technical assurance and advisory services, faced complex, business-critical IT challenges across a shared Salesforce instance that were delaying transactions and invoices and threatening project margins and SLAs. To address these issues they partnered with FinancialForce, deploying FinancialForce PSA and FinancialForce Premier Support to augment their Global Shared Service IT team.

FinancialForce provided a dedicated Customer Success Manager, round‑the‑clock premier support in the US and UK, and hands‑on escalation management; as a result case turnaround times fell from 3–4 weeks to 2–3 days, with two consecutive months averaging under 20 hours per case. FinancialForce’s rapid response resolved a month‑end system limit failure in two days (plus one day cleanup), protected margins, improved SLAs and enabled closer product collaboration and broader customer reach.

DNV GL

David Nicolson

Head of Application Services