PSA 101

Featured Topic

How mature is your PSO?

A professional services automation (PSA) solution helps your organization better manage the customer lifecycle from project intake to resource allocation to time and expense to billing. PSA makes it easier to keep simultaneous projects in motion. Are you ready to enhance your services delivery?

Professional services today

Your business depends on services being requested and rendered. For years, the management of that information—resource utilization, time tracking, and invoicing, to name a few—happened in disparate spreadsheets, emails, and calendars. Not anymore.

Today, with a professional services automation (PSA) solution, all of that information can be managed from one, centralized platform—ensuring your professional services organization (PSO) is working efficiently and effectively—from the same set of information.

The technology used in professional services is changing, and that evolution is altering the industry as a whole. Is your PSO ready?

The push and pull

The pressure to keep up with macro trends (mobile, big data, analytics, cloud, social) is drastically influencing how professional services organizations (PSOs) are functioning.

The push and pull. Executives are pushing PSOs to transition to the latest technology and improve deliverability while customer demands are pulling on PSOs to work faster—demanding more comprehensive services and support post-implementation.

All the while, the PSO is caught in the middle of this digital transformation, expected to execute without sacrificing client satisfaction.


Changing role of services

Traditionally, PSOs have engaged in a Level 2 engagement model in which the exchange of goods has a start and stop date. Today, that expectation is shifting as customers move to cloud-based technology and require ongoing support post-implementation (Level 3). This shift in expectations is forcing PSOs to re-evaluate service level offerings—making the struggle to maintain a competitive edge very real.

The Level 2 supplier offers implementation, education, support and custom development services, but the Level 2 player is losing its edge. PSOs are being compelled to step up their game—moving to the right—and focus on supporting outcomes for clients. Are you able to make your customers more successful? If so, you’re Level 3. If not, you’re going to have to be.

Want to know more? Check out the joint white paper from TSIA and Changepoint, The State of Professional Services Today.


What’s at stake?

The situation is this: There are multiple forces at play that are propelling PSOs to change, but the undercurrent to stay competitive is unwavering—making the continuous drive to provide services to customers, improve existing processes, and make numbers have greater priority than adopting new technology to support the shift.

In today’s landscape, there is a unique opportunity to be the player and the coach—to adopt new technologies while helping your customers through the same transformation.


PSA supports the move to L3

PSA can help. With the right solution in place, you can manage the shift in technology while also getting the job done faster and more efficiently. Today’s PSA solutions are designed to combat the demand—meeting the needs of your PSO today, and also tomorrow. 

According to a recent white paper from TSIA and Changepoint, the Five Criteria for Making a PSA Decision, are:

  • CRM platform

  • ERP platform

  • Deployment model

  • Analytics and dashboards

  • Mobility

Finding a PSA solution that meets those criteria, sets up your PSO to continually mature processes, operations, and service level engagements, while also sustaining today’s business.



Organizational change management: 3 things to know

Run

Change is hard.

When an organization makes a change, particularly the kind of changes your PSO are facing, there will be resistance. It can be a challenge to get everyone on the same page, but if you’re prepared and can clearly communicate the objectives and benefits, you’ll be better poised to manage that change.

People can be guided.

When it comes to change and integrating a new technology or process, there’s a lot to manage—let alone the people. Emotional investments and resistance to change are inherent, but people can be guided with the right level of support, trust, and understanding. You want people on your side.

There’s a service dedicated to this.

OCM. Making the decision to lead change will make all of the difference. Organizational change management requires clear communication, sponsorship, and agreement—all of which will guide your PSO through a smooth transition.