Project Service Automation is an end-to-end solution that provides project-based organization a single system of customer engagement for sales, resourcing, delivery and billing.  Project service automation (or as I will now refer to as PSA from now on) is an integrated customer experience for organizations that deliver customer-facing, revenue-focused, project-based services including * planning, estimating and pricing multi-day projects,  * optimizing resource utilization,  * tracking and approving project tasks and finances, and  * monitoring performance metrics  As project-based organizations and service delivery businesses are people-first businesses, ensuring the rich, collaborative internal and external interactions that deliver value at each stage of the project lifecycle is THE critical tenet of customer engagement model. (It is equally critical to empower the customers and employees to engage through their medium of choice whenever and wherever for increased productivity, improved efficiency and successful project experiences.) PSA enables this by bringing the people, process and technology together deliver value at each point of engagement along the project lifecycle and beyond.

2. Complex challenges
1. Figure 2
2. Figure 4
3. Figure 21
SPI Research analysis for Microsoft based on 2017
Services Industry Maturity™ Benchmark study for
165 organizations with over 100 employees and
an average size of 1,315 employees.
Decrease in new client penetration
over the last 3 years 19%
Increase in employee attrition
over the last 3 years 26%
Decrease in billable employees
in the last year 35%

3. 56.7%
80%
90.0%
41.4%
44.8%
68%
72%
29.6%
0%
20%
40%
60%
80%
100%
Bid-To-Win Ratio Billable Utilization On-Time Projects Profit Margin
Top 20% of organizations has implemented structured
business processes and utilize integrated information
systems to assure there is “one view of the business”
Top 20% Other 80%
Process maturity drives
business performance
Learn more about the Professional Services Maturity
Model while assessing your company’s maturity in less
than 15 minutes. The assessment will pinpoint your
current levels of maturity and visualize the steps
required to advance to the next level
Get your organization's maturity scorecard

4. What’s top of mind for
service delivery leaders
Deepen engagement
Empower teams
Optimize growth

6. $ €
Mobile Cloud
Global

7. $ €MARKETING
CUSTOMER
SERVICE
SALES
FIELD
SERVICE
CUSTOMER
INSIGHTS
FINANCE &
OPERATIONS

8. Solution selling
Forecast profitability and prioritize deals based
on a unified sales management dashboard for
both product and project-based opportunities
Customer-centric
Engage and collaborate real-time with
customers on the quotes, project scope and
resource requirements through customer portals
Streamlined contracts
Create project contracts, track labor rates and
generate SOWs using an enhanced and
integrated sales force automation experience
Opportunity management
increase in services revenue
by decreasing the sales
cycle by 30%
70%
Digital Transformation of Sales, Microsoft Survey Report by TOPO, July 2016

9. Account
Manager

10. Customer collaboration portal
Account
Manager
End
Customer

11. Collaborative execution
Make it easy for sales managers to collaborate with
PMs to estimate and define the work using standard
project templates
Predictable results
Visualize cost, effort, and sales value of the work during
proposal management for credible ‘estimate to completion’
planning, and financial integrity
Enhanced and robust
Use the robust project scheduling and management
capabilities of Microsoft project to complement the
sales planning in Project Service Automation
Project planning
72%
Project overruns
attributed to incorrect
estimation process
Joint 2014 Study on 'Project schedule and cost overruns' by KPMG and PMI

12. End
Customer
Project
Manager
Account
Manager

13. End
Customer
Project
Manager

14. Intelligent
Optimize resource assignment through a consolidated
scheduling engine across modes of service and ensure right
people on the right projects at the right time
Utilization focused
Pivot the business on resources to enable business
development and portfolio investments to align with skills
and talent management
Consultant-centric
Empower consultants and sub-contractors to identify and
apply directly for available relevant project roles, and update
skills profile through mobile devices
Resource management
revenue as a factor of salary
billable resource should bring
in for practice profitability2.5X
Booked Up and Billable Best Practice, ConnectWise
with Microsoft Azure POV 2015

15. Project
Manager
Resource
Manager

16. Project
Manager
Resource
Manager
Partner

17. Productivity
Provide powerful, easy-to-use, mobile-ready O365
productivity tools for project teams, customers and
partners to update deliverables and monitor status
SMAC
Incorporate ‘social, mobile, analytics and cloud’
experiences and technologies to enable timely and
relevant communication and collaboration
Greater agility
Respond quickly to scope changes and project risks by
adding and managing critical KPIs while ensuring
consistent and profitable service delivery
Team collaboration
122%
improvement in on-time project
delivery with an Enterprise
collaboration strategy in place
Aberdeen Group, Sept. 2014

18. Team
Member
End
Customer

19. Intuitive and familiar
Simplify management of estimated and billed project
time by integrating the tasks and deliverables across
project and work calendars
Accountability
Provide real-time financial insights to customers and
empower them to collaborate on timely corrective
actions
Efficiency
Streamline the submission, approval, processing and
reconciliation through web, mobile apps and
Office365 for timely billing
Time and expenses
average cost per year
for failing to accurately
track time$110k
3 Amazing Facts You Didn't Know About Time Tracking Software, Flipsnack 2015 study

20. Project
Manager
Team
Member
$

21. Timely and effective
Provide project managers a one-stop-shop dashboard to
review, override, track overruns and approve all costs and
time impacting their projects
Accuracy
Ensure the project invoices reflect the terms of the contract
and approved work and expenses for customers visibility
to projected v/s actuals budget
Automated
Automate generation, approval and distribution of
reconciled invoices in email and on the web with
back-office financials integration
Customer billing
3%
decrease in revenue for 5 day
increase in Days Sales Outstanding
SPI Research 2016 Professional Services Maturity™ Benchmark study

22. Project
Manager
€

23. Unified platform
Leverage Dynamics 365 business apps and PowerBI platform
for a strong basis for reporting, integration, and analytics
360 project view
Understand project performance, team and resource
feedback and voice of the customer to ensure on-time,
on-budget delivery model
Trends and forecasting
Identify trends, explore what-if scenarios, and forecast
outcomes to prioritize service offerings, skills development
and adopt best practices
Service analytics
increase in earnings for
organizations using CRM
integrated with ERP and PSA3.6%
SPI Research 2016 Professional Services Maturity™ Benchmark study

24. Practice
Director

25. Requirements Breakdown Tracking
(Universal Resource Scheduling)
Contour multi-day resource requirements on project tasks to better
reflect the desired pace of work progress.
Resource Substitutions (Universal Resource Scheduling)
Maintain integrity of booking requirements and mitigate risk with ‘like for like’
resource substitution and reassignment process.
Schedule Board Resource Attributes
(Universal Resource Scheduling)
Increase business productivity by scheduling resources through enhanced
filtering with custom attributes to support any customer engagement
business process.
Project Resource Hub for Mobile
Enhance project resource efficiency with simplified user interface for Time and
Expense reporting including direct camera launch for expense receipts capture.
Performance Enhancements
Optimize project operations with improvements in key capabilities including
work breakdown structure, auto team generation and time entry.

26. Opportunity
Management
Project
Planning
Resource
Management
Team
Collaboration
Time And
Expenses
Customer
Billing
Service
Analytics
COO /
Practice Director
Account
Manager
Partner
Manager
Project
Manager
Team
Member
End
Customers
Resource
Manager
Mobile Cloud Global
Empowerment along the customer journey and across the enterprise
$ €

27. Productive
Single system of customer
engagement for project
based organizations
Purpose Built
Real-time project
performance insights
recommend timely actions
Intelligent
Tailor service offerings
for your business and
industry needs
Adaptable
Familiar tools enable
connected and collaborative
project experiences

28. Build trusted relationships and deliver outstanding projects

29. © 2018 Razor Technology, LLC www.razor-tech.com
@DavidJRosenthal
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