Salesforce & Certinia
Key Improvements
Certinia PSA replaced disparate systems, offering advanced functionality and seamless integration with Oracle EBS, RevPro, and Concur.
Salesforce Experience Cloud created a centralized portal for managing contractor assignments and data, improving efficiency.
Automation and standardized processes reduced costs, minimized errors, and accelerated project start times.
The Challenge
Due to their success Quest had been experiencing a high volume of growth, which meant numerous acquisitions and contracted employees to better support their clients. With every new employee came a new process or method —Quest needed help finding a solution that could provide clarity and continuity moving forward.
Pain Points
- Numerous acquisitions and contractors led to inconsistent processes and methods.
- The home-grown solution and inherited systems were time-consuming, costly, and lacked desired results.
- Multiple billing systems (Oracle EBS, RevPro, Concur) needed streamlined integration.
- Limited visibility and complicated tracking/reporting processes.
- Billing processes were inefficient and needed simplification.
- Managing contractor assignments and data was cumbersome and disjointed.
- No enterprise-wide standards, leading to inefficiencies and errors.
- Needed automation to save time and reduce errors.
Requirements
- Implement a centralized system to unify disparate processes and methods across the organization.
- Replace the home-grown solution and legacy systems with a robust, scalable platform offering better functionality and results.
- Integrate various billing systems (Oracle EBS, RevPro, Concur) into a single streamlined process to improve efficiency and accuracy.
- Implement a solution to simplify and automate billing processes, reducing complexity and errors.
- Create an easy-to-use portal for managing contractor assignments, requests, and related information, integrated with the central system.
- Automate repetitive tasks to save time, reduce errors, and lower operational costs.
The Solution
To address Quest Software Inc.’s challenges, Certinia PSA and Salesforce Experience Cloud were implemented. Certinia PSA replaced inefficient systems, providing enhanced functionality, detailed project insights, and streamlined billing through integrations with Oracle EBS, RevPro, and Concur. Task automation further reduced errors and saved time.
Salesforce Experience Cloud created a centralized portal for contractors, simplifying assignment and data management. This solution ensured consistent standards, improved tracking, and lowered operational costs, positioning Quest for continued growth and innovation.
Products Implemented
Additional Integrations
The Results
Quest’s new solution has reduced project start times, lowered operational costs, and improved resource allocation, while providing real-time KPI visibility and deeper insights for both internal teams and clients. By automating and integrating all PSO-related systems, Quest has streamlined billing, improved reporting, and built a scalable platform that supports future growth and multiple go-to-market strategies.
Key Results
- Improved scalability to grow with the business
- Better resource assignment and utilization
- Reduced operational costs through automation and streamlined processes
- Faster project start times and simplified billing
- Increased access to valuable insights and real-time KPI tracking
- Standardized processes across the organization for greater efficiency
- Automated workflows reduced manual effort and errors
- Comprehensive project data, reporting, and seamless billing integration
- Enhanced contractor management and centralized PSA community
- Custom adaptations to meet specific business needs