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Certinia

Customer Experience and Support Platform Provider

Optimizing Efficiency with Certinia’s PSA: Driving Utilization, Productivity, and Growth with Minimal Customization

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Professional Services | United States | B2B | 5,000+ employees

Key Improvements

75% compliance achieved on project reviews post-implementation, strengthening governance and accountability.

Eliminated manual spreadsheets by implementing an automated, centralized Revenue Forecasting System of Record, improving accuracy and establishing a single source of truth.

With Certinia PSA, utilization went from untracked to fully visible, enabling smarter staffing, improved forecasting, and stronger business outcomes.

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Diabsolut’s adaptability and close collaboration, backed by seasoned resources, were key to our successful go-live.

— Senior Director, Professional Services Operations

The Challenge

As a fast-growing customer support and experience platform provider, the company sought a smarter way to scale. They needed a PSA solution that was simple to deploy yet powerful enough to improve efficiency, strengthen governance, and increase profitability.

Pain Points

Manual processes, disconnected systems, and inconsistent performance tracking limited the company’s ability to scale efficiently. The team struggled with:

  • Complex, error-prone manual workflows
  • Difficulty producing accurate forecasts and reports
  • Limited real-time visibility into project performance and compliance

Requirements

They needed a solution that would streamline operations, provide transparent data insights, and reduce administrative effort, all with minimal customization.

  • Advanced forecasting and reporting for more accurate planning
  • Real-time access to reliable data
  • Greater visibility and transparency into project performance

The Solution

Diabsolut implemented a suite of Certinia solutions—including Professional Services Automation (PSA), Revenue  Forecasting, Services Analytics, and Services CPQ—integrated with Salesforce Government Cloud and Workday to create a secure, compliant, and scalable environment. The solution introduced a tailored revenue recognition framework aligned with financial operations, seamless data integration across platforms such as Zuora and Workday, and automation for project creation and rate card management. A centralized Revenue Forecasting System of Record now provides real-time insights, replacing manual spreadsheets with automated, data-driven forecasting that enhances accuracy, transparency, and efficiency across the organization.

Products Implemented

Certinia icon for Services Automation (PSA)
Certinia icon Services Revenue Forecasting
Certinia icon Services Analytics
Certinia icon Services CPQ

Additional Integrations

Workday logo.
Zuora logo.

The Results

Diabsolut partnered with the client to streamline operations and strengthen financial performance through a secure, scalable integration of Salesforce and Certinia solutions. This transformation automated manual processes, enhanced governance, and delivered real-time insights, driving measurable improvements in productivity, accuracy, and cross-team collaboration.

Key Outcomes:

  • Improved project delivery speed and cost control
  • Reduced days sales outstanding (DSO), boosting cash flow
  • 75% compliance on project reviews, enhancing accountability
  • Automated forecasting and utilization insights for smarter decisions
  • Delivered on time and on budget, ensuring immediate and lasting value

Ready to streamline your operations and drive growth with confidence?

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