Recovered 30+ hours per month by streamlining the change order process, automating the free work approval process, and implementing estimation workflows
Salesforce and Certinia + Boost Services
Key Improvements
Replaced spreadsheet-based estimation with a flexible, self-managed on-platform solution
Gained a trusted advisory partner to navigate platform complexity, upgrades, and evolving business needs
“What’s made the biggest difference is that Diabsolut was able to predict issues before our upgrades hit production. They dissect the release notes, test in advance, and give us a clear plan. That’s saved us a lot of time and uncertainty.”
— Manager of Professional Services Operations
The Challenge
A fast-growing professional services organization had scaled significantly, but they were struggling to resolve legacy system limitations and process challenges. What worked at an earlier stage of the business was now creating friction — slowing teams down, obscuring visibility, and making it harder to plan, estimate, and deliver with confidence.
Pain Points
Scaling a global services operation exposed several pressure points that the team could no longer work around:
- A rigid change order process was generating duplicate effort, inconsistent data, and complications downstream in revenue recognition and back-office reporting
- Services estimation depended on spreadsheets that were difficult to maintain, error-prone, and disconnected from the core platform —forcing Resource Managers to read lengthy statements of work to map out the appropriate scheduling sequence.
- Years of platform customization had accumulated into technical debt that was limiting flexibility and making it harder to adopt new capabilities
- The team lacked a clear picture of how vendor updates would affect their environment, creating uncertainty and risk every time a release was pushed to production
- Bridging internal stakeholders, Salesforce administrators, and platform best practices required a neutral expert voice that the team didn’t have in-house
Requirements
The organization needed more than a one-time fix. They needed a partner who could think strategically alongside them — and help them build something that would hold up as the business continued to grow.
- A standardized, automated change order process that would improve data quality and reduce manual handling across operations and finance
- An on-platform estimation solution to replace legacy spreadsheet tools and give teams the flexibility to manage and evolve the process themselves
- Reduction of technical debt through a shift to out-of-the-box platform capabilities, cleaning up configurations, and improving scalability
- Proactive release and upgrade management so the team could stay ahead of platform changes rather than reacting to them
- Ongoing access to expert advisory, a trusted partner who could bridge internal teams, apply industry best practices, and help make better platform decisions faster
The Solution
Diabsolut engaged as an embedded strategic partner through its Boost Advisory and Managed Services model, delivering targeted enhancements to Certinia PS Cloud and Salesforce CPQ alongside the implementation of Certinia Services Estimator. Rather than a project-based engagement, the relationship was designed for continuity — with Diabsolut acting as an extension of the team, providing expert guidance, hands-on support, and proactive oversight across releases and platform evolution.
Products Implemented
The Results
With a modernized platform and a long-term advisory partnership in place, the operations team now has the tools, processes, and support structure to scale efficiently — without relying on manual workarounds or additional headcount.
- 30+ hours recovered per month across Resource Management and Operations, through automated change order handling and streamlined estimation workflows
- Eliminated spreadsheet dependency for services estimation — replaced by a flexible, on-platform solution the team can own and evolve independently
- Improved data accuracy across project and revenue workflows, giving finance and operations a consistent, reliable view of the business
- Reduced upgrade risk through proactive release management — known issues identified, tested, and remediated before reaching production
- Stronger platform foundation through technical debt reduction and a shift to out-of-the-box functionality, improving agility and readiness for future automation