ON-DEMAND WEBINAR
The Adoption Advantage: How Leading PS Teams Get More from Certinia
Published on June 23, 2026
You’ve implemented Certinia and you’re live, but there’s likely still value on the table. In this on-demand roundtable, experts from Diabsolut, Presidio, and Certinia explain why PSA adoption stalls and how high-performing professional services teams close the gap to improve efficiency and margins.
What you’ll learn
- The Adopt → Manage → Measure model. A practical framework for assessing and growing adoption across your organization.
- How to find and close adoption gaps. The most common causes, from spreadsheet habits to undocumented customizations.
- More value from what you already own. Ways to get a bigger return on your existing Certinia investment.
- Features that move margins. Which capabilities to put to work for better efficiency and profitability.
ABOUT THE SESSION
Why PSA adoption stalls, and how to fix it
Low adoption rarely comes down to one cause. The panel walked through four patterns they see often in Certinia customers:
- Change management: Users hang on to spreadsheets and legacy processes when nobody has shown them why the new system is better for them, and for the business.
- Technical setup: A confusing configuration leads to odd clicks and manual workarounds, and users drift back to working outside the system.
- Undocumented customizations: When no one knows why a customization exists, troubleshooting and upgrades become risky.
- Underutilization: Some customers, especially those in pooled models, use only 10 to 20 percent of Certinia’s capabilities. They’re paying for a powerhouse and using it like a basic tracker.
How high-performing services teams approach adoption
The strongest services organizations build a culture of adoption. They train people on the “why” as well as the “how”, keep configuration simple, document changes, and use platform data to make decisions with confidence. The results show up in efficiency, margins, and how quickly leaders can trust their numbers.
The return on a PSA depends on how well your team uses it.
SPEAKERS
Meet the expert panelists
Naeem Khalid
Country Manager, UK & Ireland, Diabsolut
Naeem is an executive leader with more than 20 years of experience in workforce management solutions and digital transformation. He’s held roles from Solution Architect to VP, Professional Services, where he led Diabsolut’s largest delivery group and served as a trusted advisor to key clients. As UK & Ireland Country Manager, he now leads regional growth, working with clients, delivery teams, and Sales to plan, deliver, and expand Salesforce-based solutions that produce measurable results.
Uriah Hakala
SVP, Professional Services, Diabsolut
Uriah has more than 25 years of experience in consulting and software, leading customer experience teams, driving product adoption, and building go-to-market strategies that deliver measurable results. A recognized voice on customer success, professional services, and digital transformation, he’s passionate about mentoring talent and building high-performing teams.
Crystal Keddie
Certinia Administrator, Presidio
Crystal Keddie is a business systems and PSA operations leader at Presidio with deep expertise in Salesforce and Certinia PSA. With a background spanning CRM administration, process optimization, and professional services operations, she has led PSA implementations, driven adoption, and improved operational efficiency across multiple enterprise organizations. Crystal brings a unique perspective on the common challenges, lessons learned, and best practices that help teams maximize long-term value from Certinia PSA.
Macy John Nettleton
Regional Vice President – EMEA, Certinia
Macy is a seasoned sales leader and finance professional with over 20 years of experience helping organizations scale through the adoption of leading business solutions, including Certinia, SAP, and IBM Cognos. He brings a strong track record in driving growth, mentoring teams, and delivering value through strategic technology adoption.
Frequently asked questions
It’s a recorded 40-minute session with speakers from Salesforce and Diabsolut, available to watch any time.
Professional services leaders, operations managers, and PSA administrators at organizations already live on Certinia who want more value from the platform.
You’ll get immediate access to the full recording.
It’s the framework the panel uses to assess where an organization stands on adoption, manage the changes needed to improve it, and track results over time.