Project Workforce Management for Service Organizations – More than just PSA software

The Experience Is the Service

While it's fair to say that all companies think “service” is important, in a service organization, it's the reason everyone – including customers – is there. While buyers delighted with products may forgive a company for service glitches they experience, customers buying services will not. The experience is the service. That's why it's vital to assign the right talent, to the right projects, for the right customers, in a way that effectively balances customer delight and business profit.

Go Beyond Professional Services Automation Limits

Revenue leakage, higher costs, poor resource utilization, slower billing cycles, loose governance and inconsistent execution:  All are hazards avoided by automating the complex interrelationships among customers, projects and talent. While Professional Services Automation (PSA) software once seemed to be the answer, experience has led to disappointment in PSA's scope and approach. 

PSA focuses primarily on managing billable work and teams.  Organizations need a solution that can be used across the entire organization to manage all internal, shared service, and billable project work, expenses and processes.  PSA solutions are large, self-contained suites that don’t easily interface with other applications and require a “rip and replace” approach to use.  Organizations need a system that can be deployed module by module, and that protects existing IT investments by interfacing with Customer Relationship Management (CRM), accounting, payroll, human resources, or procurement systems.

Project Workforce Management meets those needs.

Balance Customer Satisfaction with Profitability

Project Workforce Management systems create a “global system of record” that connects data among customers, projects and talent, without limitations of geography or reporting hierarchies. Priority setting, talent sourcing, and milestone tracking, based on organizational goals become clear. Inefficient processes and spreadsheets used to track projects, time, labor and expenses are eliminated. Customers get the right talent for the right projects, with efficient delivery and accurate, timely billing.

Empower Locally, Gain Visibility Globally

Local service project teams have the data, systems, and automated workflows they need to stay informed, adapt plans, and accurately track projects, activities and tasks. Managers have the visibility they need for planning, data collection, record keeping and reporting. The system consolidates and automates key processes for executives, project managers, accountants, customers, employees, researchers – and even compliance officers and auditors.

Sustain Consistent Compliance

Executives receive the audit support, analysis and transparency needed for sustained compliance with:

• Government regulations - such as Sarbanes-Oxley in the U.S. and Bill 198 in Canada
• Labor laws - such as state and international wage laws, the Family Medical Leave Act, and the Fair Labor Standards Act
• Cost Accounting regulations - such as those set by the Defense Contractors Auditor Agency (DCAA) and the AICPA's Statement of Position (SOP) 98-1.

Leverage Existing IT Investments

Avoid the “rip and replace” approach of many PSA systems through easy integration with accounting, payroll and Customer Relationship Management (CRM) systems. Also, Microsoft SharePoint (for its portal technology and document management), SQL Reporting Services and OLAP Analysis Services are built-in to address all of your project, services and workforce management needs. No need to access multiple web sites or applications because dashboards and portals bring it all together for you.

Adapt Easily

An underlying business process management (BPM) platform graphically represents people, projects and financial processes. Authorized managers
just drag and drop icons to design and change workflows for any process.
No programmer required.