Not that long ago, Craig Thompson, Vice President, Marketing & Customer Success, recognized that his services organization was not prepared for acceleration in growth. With a series of manual, disconnected processes, coupled with upcoming acquisitions, the team faced inaccuracies and delays that would hinder the company vision. Fast forward a few years, Craig and his team have developed a streamlined, efficient PS business that fuels new revenue streams for his business. Join Craig and learn about the journey towards transformation including: How flexible IT integration placed Upland PSA at the heart of Grass Valley’s professional services business Why efficient resource management matters to customers (hint: it’s all about customer success) The increasing role of customer experience and KCS knowledge management in services delivery How Grass Valley improved services profitability by 18% in 3 years