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Professional Services Automation (PSA): Proven results, proven ROI
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IT consulting and professional services organizations are experiencing unprecedented demand for advanced, high-quality services. IT organizations are faced with shorter deadlines, higher customer expectations, increased complexity of IT projects and an ongoing shortage of skilled IT professionals. This discussion will introduce a software solution called Professional Services Automation (PSA) and discuss strategies on how PSA solutions can help your organization streamline the service delivery process, increase resource utilization rates and revenue and enhance customer relationships. Also up for discussion is the results of the industrys first ROI study on PSA conducted by IDC. The study outlines a detailed ROI review of several Changepoint customers PSA implementations which resulted in an average ROI of over 1800 percent.

A comprehensive discussion of PSA will help participants understand how PSA can help their services business improve profitability and efficiency by achieving the following benefits:

  • Dramatically improve profitability through better utilization of
    resources and increased billable activities.
  • Improve cash flow through more accurate time and expense to billing
    processes.
  • Reduce time spent on administrative activities that detract from
    billable work.
  • Improve relationships with clients to secure repeat business and loyal
    customers.
  • Utilize the Web to collaborate effectively with virtual service teams,
    contractors and partners.
  • Manage projects on time and within budget.
  • Learn the critical importance of enterprise integration of processes
    and people in the services business.

    To download a copy of IDCs ROI and/or an ROI calculator that can help you determine your organizations potential ROI with PSA, please visit Changepoint

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    Anonymous
    I have been researching PSA for the last quarter. It has become a very serious interest to my firm. After reviewing a number of products I would like to know why I should look at yours. So far most we have reviewed have been a BIG disappointment.

    I run the project office for a large IT consulting business. Our firm and our clients need the following type of functionality and product specifics.

    1. Support for Microsoft Project. NOT export import.
    2. Single vendor. Many of the products we have looked at are bundled with multiple vendors.. 1 for timesheets another for project etc. Is Changepoint a single source supplier?
    3. Scale to support large organizations. Why do you think your product can support 1,000 people at a time? Do you have clients actually doing this?
    4. How do you address T&E from remote places where the WEB or direct phone line is not avail? Such as on airplanes?
    5. Lastly we would like to utilize the product for communication with our clients. What facilities does Changepoint provide to assist our clients as well as internal usage?

    I look forward to your remarks.

    Thanks

    Lilly Sarge
    Phoenix AZ USA
    Network:0
    Lilly



    Sorry to hear that you have had difficulty finding what you need. The fact is that many of the companies in this space are very new and as a result not selling very mature product. Changepoint has been at this since 96 and has from day one taken a wholistic approach to product architecture and function. Below are your questions and answers.



    1. Support for Microsoft Project. NOT export import.


    CHANGEPOINT SUPPORTS FULL BI-DIRECTIONAL INTERFACE TO MSP AND HAS BEEN DOING SO SINCE 97. WE UTILIZE MSP'S SQL CAPABILITIES TO READ AND WRITE DIRECTLY TO THE CHANGEPOINT DATABASE. NOT IMPORT EXPORT BUT TRUE INTEGRATION.


    2. Single vendor. Many of the products we have looked at are bundled with multiple vendors.. 1 for timesheets another for project etc. Is Changepoint a single source supplier?


    CHANGEPOINT IS A SECOND GENERATION PSA PRODUCT. WE HAVE BUILT THE FULL SPECTRUM OF FUNCTIONALITY TWICE IN OUR HISTORY. THE SECOND TIME WE GOT TO STEP BACK AND SAY "HOW WOULD WE DO THIS AGAIN KNOWING WHAT WE KNOW FROM THE FIRST EFFORT" THE RESULT IS A SINGLE ARCHITECTURE, SINGLE DB, SINGLE ROLE BASED UI FOR ALL ADVERTISED FUNCTIONALITY -- NO EXCEPTIONS, BOLT ONS OR THIRD PARTY PRODUCT....ESSENTIAL FOR THE PROMISE OF PSA.



    3. Scale to support large organizations. Why do you think your product can support 1,000 people at a time? Do you have clients actually doing this?



    CHECK OUT THE DELL SCALABILITY STUDY ON CHANGEPOINT.COM. WE ASKED DELL TO TEST THE PRODUCT UP TO 10,000 CONCURRENT (HEAVY) USERS. WE PASSED WITH FLYING COLORS. OUR LARGEST IMPLEMENTATION TO DATE IS ~5000. NOT SINGLE PARTS OF THE PRODUCT BUT FULL SPECTRUM USAGE.



    4. How do you address T&E from remote places where the WEB or direct phone line is not avail? Such as on airplanes?



    A DESIGN POINT SINCE 96 HAS BEEN GIVE THE CUSTOMER THE OPTION TO RUN A THICK CLIENT IF NEEDED. UNTIL THERE IS BROADBAND INTO AIRCRAFT THIS IS A REQUIREMENT. LET ME WORK WITH CONTACTS, TIME AND EXPENSE, ETC WHILE ON A PLANE AND SYNC LATER. WE ALSO MUST AND DO SUPPORT A 0 CLIENT OPTION FOR PURE WEB ACCESS. WE ALSO OFFER AN OUTLOOK CLIENT AND A LOTUS NOTES CLIENT. ALL HAVE IDENTICAL UI AND CAN BE DEPLOYED IN ANY COMBINATION.



    5. Lastly we would like to utilize the product for communication with our clients. What facilities does Changepoint provide to assist our clients as well as internal usage?



    A NUMBER OF OPTIONS HERE. CHANGEPOINT PROVIDES A CAPABILITIY CALLED GUEST ACCESS WHERE YOU CAN ALLOW ANY OUTSIDE INDIVIDUAL TO ACCESS SELECT PIECES OF DATA INCLUDING PROJECT STATUS, KNOWLEDGE BASES, THREADED DISCUSSION, ELECTRONIC INVOICES AND STAFF DIRECTORIES. CHANGEPOINT MANAGES ID AND PASSWORD GENERATION AS WELL AS ACCOUNT EXPRIRY ETC. THE OTHER OPTION IS TO USE MYCHANGEPOINT, A HOSTED AND OPTIONAL EXTENSION TO CHANGEPOINT ON YOUR SITE. IT ALLOWS FOR FULL FIDELITY TIME AND EXPENSE TRACKING, PROJECT MANAGEMENT AND INVOICING WITH OUTSIDE PARTICIPANTS.



    I hope this helps.



    Your experiences in seeking a solution are not unique. Changepoint has helped a number of disillusioned companies get the business impact they have sought in psa.



    Regards
    Chuck
    Network:924



    Chuck,

    Your product has an Engagement & Project Management component that offers an integrated structure for managing work and driving best practices. Project Managers in the gantthead community often describe frustration with problems that recur project after project. Can you describe the Engagement & Project Management component in a little more detail and explain how it can help PMs with these recurring issues (and thereby improve ROI)?
    Network:0
    Joe,
    The answer to this can vary depending on the type of problems you are refering to. With respect to project management and predictability, a solution that provides visibility into the lifecycle of projects can aleviate many issues. First, storing proven project plans for re-use rather than reinventing the wheel each time can significantly improve consistency. Going beyond, for instance, a static Microsoft Project plan and delivering tasks to the desktop of the resource allows daily status reporting to the project manager. This allows you to keep tabs on scope creep and other issues. Issue reporting and change requests that include workflow approvals also ensure that the person responsible for the project is always in control. A common problem is not knowing if a fixed price project is under, on or over budget. Many organizations don't know this for months after the project ends. With integrated systems that include time and expense tracking you can see this status at any time.

    Of course there is no substitute for a good project manager. As we like to say "a good project manager running a plan on the back of a napkin is better than an average one with the best project management software"

    Chuck

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