Case Study: Salesforce achieves increased utilization and profitability with FinancialForce PSA

Salesforce - Customer Case Study

Salesforce, the world’s #1 CRM, needed to consolidate two professional services systems after acquiring ExactTarget to get a single view into projects and reduce heavy reliance on Services Operations. Running Netsuite OpenAir alongside other tools made extracting key information time consuming, prevented real‑time sharing across the business, and created a bottleneck for project queries. Salesforce chose FinancialForce and implemented FinancialForce PSA to standardize processes and reporting.

FinancialForce deployed FinancialForce PSA with color‑coded PMO dashboards, a Resource Planner, Concur expense integration and PSA Communities for subcontractors, automating project creation and self‑service for Project Managers. The result: utilization increased, project margins improved, project creation capacity doubled, monthly utilization reporting dropped from two weeks to two days, burn reports that once took half a day are now available in seconds, and FinancialForce’s premier support provides responses within two hours.

Salesforce

Mark Conklin

Director Services Systems and Tools