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Best Practices in Leveraging PSA for Service Excellence

Offered to Education Services, Managed Services, and Professional Services Members

This award recognizes the company that best leverages professional services automation (PSA) to improve operational performance and metrics, and/or accelerate customers realizing business outcomes from the use of its products.

Overview: What You Did

Provide an overview of your approach and results at a high level. Details* might include, among others:

  • Selection and implementation of PSA
  • Before and after process flows
  • Processes or tools to enable communication and knowledge sharing with customers
  • Soft skills or other training programs that staff were required to complete to improve business acumen
  • Incentives for employees to encourage and reward desired business behaviors
  • Organizational change management issues in introducing new technology and processes
  • Roadblocks or challenges faced, and how you overcame them
  • Customer outcomes achieved or accelerated due to project
  • Lessons learned. What would you do differently next time? What can others learn from your journey?

Leveraging Professional Services Automation to Improve Business Results and Customer Outcomes

PSA software includes multiple modules or focus areas. The winning company will provide details for how automation across one more of these modules has helped drive customer outcomes. Details* might include, among others:

  • Resource management
    • With automation, consultant resources are assigned to projects with the right mix of skills and experience, ensuring customers have access to the expertise they need to be successful, while still balancing utilization and billable rates.
  • Project management
    • Project execution is streamlined with consultants leveraging mobile and collaboration tools to facilitate knowledge sharing to cut delivery time. Implementations and customizations are done with an eye toward high usability and fast customer adoption.
  • Project accounting
    • Fast, accurate bills are provided to customers including project details such as customer signature approvals on completed milestones. There are fewer billing disputes, and days sales outstanding (DSO) is trending down.

Business Impact: How PSA Has Helped Your Company

Describe how your use of PSA has impacted business outcomes for your company. Provide supporting evidence*, such as:

  • Efficiencies in common professional services business processes (project management, delivery methodology, knowledge capture, resource management, etc.)
  • Customer loyalty or repurchase metrics
  • Product pull-through
  • Account penetration for PS offerings
  • Cost savings
  • Revenue growth and margin improvements
  • Measures of employee performance (utilization rates, rate realization, attrition, employee CSAT, etc.)

Customer Impact: How PSA Has Helped Your Customers

Detail how your use of PSA has positively impacted your customers. Provide supporting evidence*, such as:

  • Improvements in the delivery of professional services
  • Customer satisfaction scores
  • Improvements in the creation and  delivery of new products and/or product enhancements
  • Metrics related to consumption of products/services
  • Impact on your customers’ businesses and/or on their customers (e.g., improved ability to respond to their customers’ requests, enhanced operational efficiency, inventory reductions, etc.)
  • Customer testimonials

Judging Criteria

Your application will be judged on the following criteria:

  • The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
  • Business Impact: How has this helped your company?
  • Customer Impact: How has this helped your customers?
  • The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
  • The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?

* These are suggestions only, provided to give an idea as to the appropriate type and level of detail. This is not a comprehensive list nor intended to limit your response in any way.