COMPUWARE CHANGEPOINT

Transcription

1 COMPUWARE CHANGEPOINT Professional Services Automation (PSA)

2 Compuware Changepoint PSA provides a single business management solution designed specifically to automate and integrate the processes of services organizations at every stage of an engagement. With Changepoint PSA, professional services organizations can support key service delivery processes, easily pinpoint areas for improvement and track critical service performance metrics paving the way to greater resource utilization, financial control and analysis, and customer satisfaction. Compuware Changepoint: Linking service performance and business profitability.

3 Professional Services Organizations: THE COMPLETE PICTURE Services organizations maximize their financial performance through the efficient and effective use of their resources. This requires visibility into the performance of current work as well as the pipeline of potential work. Executives need real-time visibility into the key metrics of a services organization, such as utilization, profitability and margin to properly forecast and drive business decisions. Professional services organizations find it tough to achieve optimal efficiency across all aspects of the customer engagement because of: Limited visibility into services operations The disparate systems, disjointed processes and manual reporting methods often relied on supply only fragmented views into services operations, not the entire picture. You can t manage what you can t see, at least not to your customer s best advantage. Lack of process automation A breakdown in process leads to a breakdown in communication across the full cycle of a customer engagement. Organizations are left reacting to problems rather than proactively preventing them. Poor project administration leads to unproductive staff, lost time, higher expenses and missed profitability. Poor resource utilization The lack of visibility into the pipeline, ineffective scheduling capabilities and administratively intense processes make it tough to truly determine where and when to put your staffs and their varying skill sets to work. Without a solution to these challenges, services organizations run the risk of low resource productivity and less than expected profitability.

4 COMPUWARE CHANGEPOINT PSA POWERS CUSTOMER LIFE-CYCLE MANAGEMENT manage customers forecast resource demand track issues book the business collaborate with customer plan projects establish budgets Changepoint PSA consolidate knowledge recognize revenue bill the customer find resources Changepoint PSA provides the insight to manage business across the entire customer life cycle. assign resources report status track time & expenses Professional services organizations are faced with high customer expectations, heavy market competition and limited resources. To drive more efficiency throughout every aspect of your business, it s imperative for professional services organizations to refine business processes and implement business management systems. What s needed to achieve this efficiency is a solution that provides the information required for managers to effectively guide the business strategy and make better business decisions. Designed with a mobile work force in mind, our business management system is 100 percent web-based. With its multiple currency and multi-language capabilities, Changepoint PSA easily supports global organizations. Changepoint PSA s configurable workflow engine assures your organization follows only your own business processes, not ours. Simply put, Changepoint PSA gives services organizations the framework and foundation to gain insight into daily operations and drive efficiency throughout the entire organization. Manage customers across the full life cycle, from opportunity through delivery. Oversee services engagements with robust financial management functionality. Assign resources to optimize project planning and forecasting. Track time and expenses with estimate-to-complete forecasts. Increase speed and accuracy of billing and revenue. Extend outgoing support and issue-tracking with customer collaboration.

5 OPPORTUNITY MANAGEMENT AND RESOURCE FORECASTING MANAGE THE EXECUTION OF SERVICES ENGAGEMENTS Changepoint PSA portals show overall profitability by client, by engagement and by person to see if billing rates are meeting the financial goals. The Resource Management View allows you to quickly edit and reassign resources based on demand. Before committing to an engagement, you need to make certain your organization can deliver. Changepoint PSA provides a structured process for analyzing, tracking and forecasting client opportunities and their requirements. It combines three key disciplines with dashboard reporting to help shape the right opportunities for both you and your clients: Pipeline management Changepoint PSA provides a view, including pipeline forecasting and profitability analysis, into all service opportunities. Resource forecasting The comprehensive resource management functionality of Changepoint PSA incorporates resource forecasting at the pipeline stage and comprehensive demand and capacity management. This approach ensures you have the right resources at the right time should the opportunity close. Engagement management Changepoint PSA allows your services organization to define, automate and track all critical contract details to ensure invoicing runs smoothly. This includes fee schedules and billing rules, time and expense rules, and other contractual obligations. Once opportunities have been secured, the priority is to ensure they re done right. Changepoint PSA provides a standardized structure to make sure projects stay on time and within budget, and meet the customer s need. This structure integrates: Project portfolio management Professional services executives gain a view of work performance by portfolios such as key customers, product lines and delivery groups. Project management Track the ongoing health and status of the projects tied to the services engagement. Resource management Assign and track internal and external resources more effectively. Time and expense tracking Eliminate the need to integrate data from other systems by using information that automatically is reflected in the engagement financials and incorporated into invoices. Invoicing and revenue recognition Flexible billing options, complete with sophisticated currency and tax handling requirements and audit support, help you expedite invoicing, improve cash flow and report revenues consistently and accurately.

6 CUSTOMER LIFE-CYCLE MANAGEMENT Visibility into project demand and forecasted revenue helps PSA organizations make better business decisions. Services engagements shouldn t end once the project is complete. Changepoint PSA supports the full customer life cycle, from initial contact to ongoing support. Client satisfaction is key for repeat business, and Changepoint PSA helps you ensure clients are satisfied. Performance management Compuware s solution monitors and records an end-to-end view of client history, marketing campaigns and lead generation. Integrated survey management provides the ability to factor client satisfaction results directly into client scorecard reports. Customer relationship management Build and maintain a solid customer base with a highly secure and collaborative portal where client feedback, project practices and industry data can be stored, managed and shared among key stakeholders. Ongoing support and collaboration Create a learning community where industry and customer-related knowledge is stored and can be easily searched for by key stakeholders through a customer portal.

7 THE CHANGEPOINT PSA EXPERIENCE Changepoint provides us with the information we need to manage our resources more efficiently, so the organization as a whole operates more effectively and with greater fiscal accountability. This investment has been a great success. Natural Environment Research Council (NERC) Changepoint PSA is an end-to-end solution for us, from marketing to finance. It s the backbone of our company. 1eEurope Germany

8 WHAT MAKES CHANGEPOINT PSA UNIQUE? Flexible, scalable architecture and ready for global deployment Changepoint PSA is a 100 percent web-based application leveraging SQL DBMS, and can be used globally by companies. Multi-currency, multi-language capabilities support organizations that need to work in more than one country or currency. Our people: Experience that speaks for itself Compuware has a long history of successfully managing the business of professional services. Expertise like this minimizes the risks of implementation, ensures a rapid return on your investment and lays a solid foundation for extending PSA management strategies well into the future. Comprehensive business intelligence While a configurable management portal consolidates critical data from Changepoint and other core business systems, our integrated report designer allows you to monitor key business metrics through role-based portals all in real time. Multiple delivery options Choose an on-premise, buy-and-host or SaaS model. You can even transition easily from one model to another as business needs change. To learn more about Changepoint, visit: Extending the value of CHANGEPOINT PSA Implementation Services With more than 36 years of experience, Compuware has characterized the most common starting points and best practices for establishing an effective PSA management strategy. This experience is reflected in the professionalism of our product delivery team, as well as our implementation approach and Accelerator capabilities. Expertise like this minimizes the risks of implementation and ensures a rapid return on your Changepoint PSA investment. Education Services To assure Changepoint PSA is adopted properly throughout the entire organization, Compuware offers on-site and web-based training. In addition, the Changepoint User Group, a customerbased community, provides quarterly training sessions, product-focused events and networking opportunities. Consulting Services Our skilled consultants help manage the entire business process, from process review to implementation of new Changepoint PSA functionality to technical services.

9 Being able to grow our business without having to scale our support organization on a linear scale has been important. As the firm has doubled in size, the number of non-billable administrative and support staff has not grown proportionally. That s one of the biggest savings we ve been able to realize. smart, Business Consulting and Professional Services Firm

10 A WORLDWIDE PRESENCE FOR YOUR PROFESSIONAL SERVICES NEEDS With global reach and local experience, Compuware can help you optimize the performance of your business around the world. To contact an office near you, visit compuware.com. Founded in 1973, Compuware provides software, experts and best practices to ensure applications work well and deliver business value. Compuware helps CIOs optimize end-to-end application performance for leading businesses around the world, including 46 of the top 50 Fortune 500 companies. Learn more at compuware.com. Compuware Corporation Corporate Headquarters One Campus Martius Detroit, MI Compuware Corporation All Compuware products and services listed within are trademarks or registered trademarks of Compuware Corporation. Java and all Java-based marks are trademarks or registered trademarks of Sun Microsystems Inc. in the United States and other countries. All other company or product names are trademarks of their respective owners