Leveraging Best-in-Class Resource Management to Enable the Professional Services LAER Engine

The decision to implement a centralized resource management office (RMO) is largely driven to improve or sustain healthy utilization, and thus, strong professional services margins. But a centralized RMO is also a key ingredient to enabling a positive and profitable customer experience. Whether it is landing customers or driving expansion, these are not transactional events. Rather, they require the right resources doing the right things at the right time. This presentation will provide attendees with a comprehensive review of global resource management principles and best practices leveraging Just-in-Time Resourcing (JITR). Bo DiMuccio, TSIA's vice president of professional services research, will share research data on RMOs to underscore their importance and value. The session will explain how these practices were applied to a global professional services (PS) organization, supporting large, complex clients where expanding and extending customer relationships are critical to company success. Jeff Sontheimer, vice president of global services enablement at Guidewire, will share how they designed and implemented a global RMO. Learn how Guidewire deployed a best-in-class RMO, the key success factors, approach, outcomes and lessons learned. This interactive session will allow you to evaluate your RM capabilities, and how to improve it to allow your PS organization to better support your customer's journey.