PS + CS on Salesforce: Turning Unified Services Data into a Strategic Advantage Across the Customer Journey
Author: Naeem Khalid
Customer experience is the one of the most important playing fields for services-led businesses. Customers expect a seamless high-quality experience in their interactions, and organizations that don’t deliver get left behind. What really sets top performers apart isn’t just how well they deliver services or manage accounts. It’s also how well they connect the two.
When Professional Services (PS) and Customer Success (CS) run together on a single Salesforce-native platform, organizations gain full visibility into the customer lifecycle. That means onboarding, delivery, billing and retention strategies are no longer isolated: they’re connected by shared data and a unified approach.
Let’s break down why unifying Certinia PS Cloud and CS Cloud on Salesforce doesn’t just help with back-end efficiency. It transforms how service businesses deliver value, drive revenue, and build long-term customer relationships.
Why a True Customer 360 Experience Starts with Unified Delivery and Success
Too often, PS and CS teams work in separate lanes. They use different tools, chase different data, and rarely get the full picture of what the other is doing. That fragmentation leads to poor visibility, rocky handoffs, and missed opportunities to drive value.
Bringing both teams onto a single Salesforce-native platform changes the game by enabling:
- Analytics that provide Insight into every customer interaction from sales through delivery and success allowing you to monitor customer health and trends.
- Shared data and collaboration between resource planning, project timelines, success playbooks, and customer health metrics.
- Real-time proactive engagement that spots risks, needs, or upsell potential before they become urgent
Leave behind messy spreadsheets or isolated systems. With PS Cloud and CS Cloud together, your teams work off the same playbook and build toward a single outcome: delivering value throughout the full customer lifecycle.
Certinia PS Cloud: The Foundation of Delivery Excellence
PS Cloud simplifies the most complex parts of delivering services. Native to Salesforce, it unites project management, resourcing, and financial tracking in one place. That means less time reconciling data and more time focused on client delivery.
It includes:
- Live dashboards for project health and financial forecasts
- AI-powered tools for resourcing and skills alignment
- Automation for time, expenses, and billing
- Seamless integration with Salesforce CRM
This transparency removes the guesswork. It gives customer-facing teams the tools to proactively manage milestones, spot delays, and keep everyone informed.
Download our guide to smarter project delivery with Certinia PS Cloud
Certinia CS Cloud: Making Every Customer Touchpoint Count
Once a project is live, CS Cloud becomes the frontline of retention and growth. Built directly on Salesforce, it empowers Customer Success teams with the structure and data they need to manage relationships at scale.
Key features include:
- A complete 360 view of customer activity and health
- Automated workflows, alerts, and success plans
- Best-practice playbooks tailored to account goals
- Native analytics through Salesforce CRM
CS teams no longer operate in the dark. With data tied to PS delivery, they know which projects ran late, who staffed them, and what the impact was. That means renewal conversations are grounded in real outcomes, not assumptions.
Get the framework for proactive Customer Success at scale in our CS Cloud eBook
What Happens When You Bring PS + CS Together
Combining PS and CS operations within Salesforce leads to a host of strategic benefits that span operations, customer experience, and business growth:
- Shared Success Metrics
Unified teams can measure success through the same lens: time-to-value, Net Revenue Retention (NRR), and customer satisfaction.
- Smarter, Faster Decisions
AI-powered forecasting and real-time reporting (enabled by Salesforce CRM Analytics) make it easier to spot risks early, whether it’s project budget variances or customer churn indicators.
- Operational Efficiency That Scales
Standardized processes, connected data, and platform automation mean less manual work and faster handoffs.
- Customer-Led Growth
Success teams can identify expansion opportunities sooner. Delivery teams can ensure outcomes that justify the upsell.
Together, PS Cloud and CS Cloud remove the friction between teams and deliver a unified, intelligent, and proactive approach to customer value.
From Strategy to Reality: Our Journey at Diabsolut
At Diabsolut, we didn’t just recommend this solution to our clients… we adopted it ourselves. As a professional services business, we faced the same disconnects between delivery and customer success that many of our clients struggle with. That changed when we unified our data through Certinia PS Cloud and CS Cloud on Salesforce.
Now, we have full visibility into projects, client health, and renewals—all from one place. The result? Better internal coordination, faster response times, and more informed conversations with our customers. This shift didn’t just make our teams more efficient; it elevated our entire client experience.
Our own transformation is now part of the blueprint we bring to organizations looking to align services with customer outcomes, and achieve similar results.
Making the Shift: Turning Integration Into Advantage
Combining Certinia PS Cloud and CS Cloud on Salesforce gives every services-led business strategic clarity. Teams stay aligned on shared goals, act on real-time insights, and deliver measurable customer outcomes.
If you’re aiming to reduce churn, increase renewals, or streamline service delivery, this unified model is a proven path forward.
Let us help you connect the dots. Reach out to our experts to see how Diabsolut can help your organization deliver on the full promise of customer success with the right tools and support.