Overcome the 4 Biggest Pitfalls of Professional Services

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Judith Parker
8 years ago
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1 Clarizen and Marketo Present: Overcome the 4 Biggest Pitfalls of Professional Services eseminar begins at 10AM PST (Noon CST, 1pm EST, 7pm CET) Produced by

2 Presenters Gil Heiman Senior Director Product Consulting Jim Hickey Senior Manager Client Services & Operations

3 Clarizen at a Glance Founded in 2006, commercial release in 2009 Offices in San Mateo, CA, Israel, and global sales offices in key markets Over $50 million raised, backed by Benchmark Capital, Carmel Ventures, Dag, and Opus Capital Ventures Friction-free product acquisition, pure SaaS delivery model 3,000 global customers, 50K users Growing rapidly: 4,000 new companies start 30-day trial every month

4 Marketo Impact Spans All Markets Manufacturing & Hardware Healthcare Business & Pro Services Communications Finance & Insurance Media Software

5 4 Pitfalls of Professional Services Chaotic Project Control Lack of Visibility and Predictability Uncontrolled Resource Management Disparate Dashboards and Reports

6 Clarizen s Own Professional Services Challenges

7 Bridging the Gap

8 The Clarizen Ecosystem

9 4 Pitfalls of Professional Services Chaotic Project Control Lack of Visibility and Predictability Uncontrolled Resource Management Disparate Dashboards and Reports

10 Chaotic Project Control

11 Project Control

12 Lack of Visibility and Predictability

13 Uncontrolled Resource Management

14 Uncontrolled Resource Management

15 Uncontrolled Resource Management

16 Disparate Dashboards and Reports

17 Consolidated Dashboards

18 Jim Hickey Senior Manager Client Services & Operations

19 Challenges Fast growing! 2300 customers 800+ active projects 30+ consultants and contractors 1000s of small engagements Fast moving, hours, nimble, < 90 days 100s of large engagements 100 to 500 hours, large project teams, 6+ months 80+ project types Different revenue reporting & invoice requirements Changing rules of engagement as we grow Page 19

20 1 of 4 Pitfalls of Professional Services Chaotic Project Control

21 Over 2,300 Successful Deployments Page 21

22 Project Control Identify, track and escalate potential at risk customers within the first 90 days: Enable Client Services to escalate and report issues anytime Establish timed checkpoints to assess the customer and identify issues and escalate Send reminder s to customers at days 45, 60, 80, and 90 to keep them on track (current process) Identify at risk at Project Close (current process): Identify, categorize and escalate at risk customers to Customer Success and Client Services Management Assess and score Customer Maturity Page 22

23 Checkpoints & Escalations Checkpoints Checkpoint Kickoff Meeting Days from MLM Pass Criteria Sub Start <15 Days Kickoff milestone marked complete Training <45 days Training milestone marked complete Enablement <45 days <1 hour spent in 1:1 sessions Launch Pack Complete <90 days 1:1 Consulting sessions complete Project Health Green Yellow Red No open project issues Checkpoint off track. Pending confirmation by Consultant Open project issue Page 23

24 Escalation Process Checkpoint Off Track Project Health Yellow Consultant ed By Clarizen Interact Issue Escalated Project Health Red Project Issue Created Yes Problem? No Yes Resolved? Project Health Green No Problem tracked by Clarizen Interact until resolved Page 24

25 for Failed Checkpoint (Consultant) Is there an Issue? 1) Clicks link 2) Sends Page 25

Clicks Link & Sends Email (Updates Project) Creates project

26 Clicks Link & Sends (Updates Project) Creates project issue Sends escalation notification Project Health = Red Page 26

27 Escalation Notification (Sales/Dir of Enablement) Escalated to Account Exec Clicking link resolves issue in Clarizen Page 27

28 Reporting Project Issues (Anytime) Page 28

29 2 of 4 Pitfalls of Professional Services Lack of Visibility

30 Reporting Checkpoints & Escalations (SMB) Page 30

31 Visibility Page 31

32 How Did It Go? Page 32

33 Project Complete Notes Marketing & Upsell Opportunities At Risk? Page 33

34 3 of 4 Pitfalls of Professional Services Disparate Dashboards & Reports

35 SFDC Dashboards Page 35

36 4 of 4 Pitfalls of Professional Services Uncontrolled Resource Mgmt

37 Resource Management Page 37

38 Utilization Reporting (Excel Plug-in) Page 38

39 Conclusion Project Control Visibility Resource Management Reporting & Dashboards Page 39

40 Question and Answer Session Gil Heiman Senior Director, Product Consulting Jim Hickey Senior. Manager, Client Services & Operations More Information Available: Download a free Professional Services Success Kit at Please join a weekly Salesforce webinar Mondays and Thursdays Register here:

Making the Move to High Value Consulting

Making the Move to High Value Consulting Transitioning from Staff Augmentation to Professional Services Webinar will start at 10:00 am PST People People Making the Move to High Value Consulting Transitioning