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CUSTOMER STORY

DFIN

Optimizing PSA Implementation Through a Phased Approach: DFIN’s Success Story

DFIN successfully implemented Certinia PSA over a year and a half, using a phased approach to enhance project management and operational efficiency.

 

Phase 1 focused on core features, while Phase 2 expanded functionalities, easing user adoption and minimizing the learning curve. The company customized workflows and improved time tracking, project management, and billing processes without complex code development.

 

Training and support were key to smooth adoption, and DFIN gained valuable insights into resource utilization and business metrics. Looking ahead, DFIN plans to integrate Certinia PSA with its quote-to-cash process for further efficiency.

 

Want to learn how DFIN optimized its operations with Certinia PSA? Below is the full story detailing the strategies, insights, and lessons learned throughout their journey.

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  • Industry:
    Financial technology, compliance, regulatory.
  • Company Size:
    2.000 employees
  • Solutions:
    Certinia Professional Services Automation (PSA)

Over a year and a half ago, DFIN embarked on the implementation of Certinia PSA to enhance project management and operational efficiency. To facilitate a seamless transition and maximize user adoption, the company strategically divided the implementation into two phases.

 

Phased Implementation Strategy

In Phase 1, DFIN prioritized essential features critical for the initial launch. This approach enabled teams to gradually adopt the platform while focusing on core functionalities such as project management metrics and time tracking. Approximately six and a half months later, additional features were introduced in Phase 2. This staggered rollout allowed users to acclimate to the system more effectively, reducing the learning curve and ensuring a smoother transition.

 

One of the primary reasons for this phased approach was timing. It was essential for Phase 1 to be operational before the company’s peak business period in March. By splitting the implementation into two phases, DFIN ensured that critical processes were in place without compromising the ability to capture key business metrics.

 

Customization and Workflow Enhancements

While the Certinia PSA implementation followed standard configurations, DFIN strategically customized certain aspects to enhance workflow efficiency—without requiring custom code development. Key improvements included:

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Custom project health formulas

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Configured assignment workflows and approval ratings

Tailored project types to align with specific business needs

These enhancements leveraged the platform’s built-in configuration options, extending its capabilities without coding or complex custom development.

Improvements in Efficiency and Productivity

The implementation of Certinia PSA has yielded significant improvements in efficiency and productivity across several areas:
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Time tracking

Before implementation, DFIN lacked a standardized process for capturing time entries. With Certinia PSA, the company now tracks billable and non-billable hours, enabling more informed strategic decision-making.

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Project Management Enhancements:

The transition from an older project management tool to Certinia’s built-in features allowed project managers to effectively oversee schedules and track key metrics.

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Billing
Optimization

Integrating the billing process has streamlined invoicing, improved accuracy, and reduced delays.

Future Plans and Upgrades

Looking ahead, DFIN plans to further integrate Certinia PSA with its comprehensive quote-to-cash process. Efforts are underway to establish automated connections that will enable project tracking against sold products and SKUs. This initiative aims to ensure a smooth transition from quoting to billing. 

 

Training and Adoption

Training played a critical role in the successful implementation of Certinia PSA. DFIN developed customized training materials and a structured rollout plan, leveraging UAT scripts provided by the VFP team. Adoption has been smooth, supported by an internal team dedicated to troubleshooting and resolution. As a result, the organization now operates with heightened efficiency.

 

Tangible Benefits and Business Insights

The benefits of Certinia PSA became evident almost immediately after implementation. Within two weeks, DFIN gained valuable insights into resource utilization and allocation, enabling data-driven decision-making. Additional benefits include:

 

Improvements in Efficiency and Productivity

The implementation of Certinia PSA has yielded significant improvements in efficiency and productivity across several areas:

Advanced
Business Metrics

Custom dashboards track KPIs, providing executives with insights into delivered revenue, margin, and forecasting.

Project
Oversight

Gantt charts and task tracking improve project schedule visibility.

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Customer Engagement Tracking

Integration with Zendesk allows tracking of customer support tickets and ongoing engagements.

Risk Management

A custom solution leveraging the issues object aligns with the RAID framework, capturing risks, action items, issues, and decisions.

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Raul Acosta

Sales Director

As an agile, focused and collaborative team player Raul strives to consistently take a holistic approach and make an impact with each networking experience and partnership forged.

 

With 15+ years of experience in sales strategy, application sales, and relationship management, he excels at solving complex business challenges through data-driven insights, superior customer service, and relevant Salesforce expertise.

 

As a former trusted advisor at Certinia and Salesforce, Raul has successfully implemented strategies that drive revenue, align business units, engage target audiences, strengthen brand image, maximize productivity, develop people, transform processes, and improve overall customer experience, showcasing his commitment to clients, partners, and colleagues.

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Michael Kelly

Engagement Director & Head of Project Management

Michael, with a background in project financial management and analysis, has spent over a decade in various project management roles. Leading clients, project teams, and fellow project managers, he ensures successful project deliveries and implementations. Michael’s PMP Certification enables him to stay current with the latest industry standards and project management practices.

 

Passionate about his field and role, Michael finds fulfillment in successful projects, tangible results, and meeting client needs.

 

Throughout his experience in engagement management Michael has successfully led over 25 clients, projects, and go-lives. He has overseen a project budget portfolio of $25 million per year, managing 21 separate project engagement efforts concurrently for his client base. In his career, Michael has hired, trained, and personally managed a team of over 50 project managers.

 

He has also contributed to the development and training of new agile project methodologies in multiple companies.

 

Currently, at VFP, Michael has played a crucial role in implementing the new agile methodology across all active projects for their client base in 2023.

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Greg Plaisance

Managing Consultant

Throughout his career at VFP, Greg has progressed from the role of Consultant to Senior Consultant and currently serves as a Managing Consultant.

 

With 15 years of experience in the financial services industry, Greg possesses a diverse skill set that spans Retail Banking, Post Audit, and Consulting. He holds 3 Salesforce certifications and 2 Certinia certifications, showcasing his expertise in areas such as Accounting, Revenue Recognition, Billing, and leadership strategy. Greg’s extensive background equips him with a deep understanding of financial processes, enabling him to offer valuable insights and guidance to clients within the industry.

 

Passionate about process improvement, efficiency, and leadership he helps companies by managing the systems that support their core objectives, allowing them to focus on their key goals.

 

Greg aims to build VFP into a premier consulting firm that is highly sought-after by both clients and professionals as a desirable place to work.

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Kristin Hubbard

Managing Consultant

Kristin, a seasoned Salesforce and Certinia professional since 2011 specializes in Financial Management, specifically focusing on areas such as Billing, Revenue, and Accounting.

 

With a degree in Accounting, Kristin began her career as a Billing Specialist, where she actively contributed to the implementation of Salesforce and Certinia, showcasing her problem-solving skills and passion for process improvement.

 

Recognizing her abilities, she transitioned to the role of Certinia Administrator, playing a crucial role in the system’s global rollout. Later, as a Business Systems Manager, she assumed responsibility for the entire Salesforce platform. Motivated by her love for the job and a desire to help multiple organizations, Kristin pursued consulting, specializing in Certinia ERP and leading consultant teams for approximately eight years.

 

Since 2018, she has played a vital role in planning and executing the Florida Dreamin event. Recognized as a Salesforce MVP in 2023, she holds 7 Salesforce and 1 Certinia certification, demonstrating her expertise and dedication to growth.

 

Kristin understands the value of embracing technology and streamlining processes to reduce costs and enhance profitability. With expertise in Salesforce and Certinia, she guides organizations to implement efficient systems, optimize operations, and achieve financial success.

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Ty alibhai

Managing Consultant

Ty is a seasoned consulting leader who has focused his experience over the last 15 years on the Salesforce platform and solutions in its ecosystem. He brings 20+ years of business knowledge, consulting experience, and a knack for successful Salesforce and Certinia implementations in the quote-to-cash space. Ty has successfully implemented technology solutions such as Salesforce and Certinia to over 100+ customers over his career and has led/managed consultant teams of 5-10 people.

 

Graduating from UC Berkeley’s Haas Business School and with a strong background in Computer Science, he launched his career in technology consulting. He focused his career on the Salesforce platform after experiencing success at Salesforce in the early 2000s and growing that knowledge with consulting partners the latter half of his career. His knowledge spans multiple industries, solutions, and market segments from SMB to Enterprise level experience.

 

As part of his role at VFP, he effectively manages a team of consultants, empowering them to achieve their career objectives. He also leads project teams and ensures the seamless adoption of technology, thereby driving client success at VFP.

 

Driven by a strong desire to make a positive impact on customers’ lives by simplifying their experience with new systems he excels as a leader, mentoring consultants and guiding project teams to successful outcomes.

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Nick Anderson

Managing Consultant

A global Salesforce and Certinia consulting and implementation leader, Nick is an expert in his field with more than 8 years of experience on the platform, specializing in Quote to Cash and Professional Services Automation best practices.

 

With a focus on mid-market and enterprise accounts, Nick brings a deep knowledge of best practices to all aspects of client projects including change management, business process documentation & improvement, system configuration, revenue recognition and managed services.

 

With an extensive background in International Business and PSA solutions, Nick is the driving force behind the VFP consultants, helping the team tap into their full potential in order to deliver excellent results.

 

Never one to back down from a challenge, Nick embraces his ever-changing environment and encourages customers to do the same as a way to drive further success down the road. He stresses the importance of clear communication and building strong working relationships in order to effectively articulate a vision for the future of a business.

 

Using his own years of consulting experience as a touchstone, Nick’s focus is on developing talent and ushering in customer success for the VFP team across the board.

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Doug Johnston

Chief Operating Officer

Building scalable large-capacity services teams in enterprise environments for more than 25 years, Doug is focused on operational excellence and builds high-quality and high-growth companies and teams.  


As COO, Doug’s responsibilities encompass overseeing all facets of customer services including a Project Management team, internal operations, and a team of expert consultants. His primary focus lies in fostering a high-performing team and culture, guiding its development, providing support, and offering coaching to optimize efficiency.

Doug’s diverse experiences in industries including software services, government, private sector, medical, and beyond have led to the development of a global team, overseeing projects ranging from small initiatives to multi-million dollar implementations and long-term relationships with clients.


With unwavering determination, Doug strives to establish a top-tier consulting firm in collaboration with VFP’s CEO, Stephanie Taylor. Together they shared a vision that transcends software implementation, aiming to provide value, challenge conventions, and leverage expertise for optimal outcomes. Though strategies shift with growth, the core objective of building an exceptional company remains a constant in Doug’s journey. 


Doug joined VFP in its infancy, with a goal to grow the team and scale the operation – which is now doubling year over year, based on a passion for people matched with a deep sense of purpose. With 2x INC5000 placements under 1000, team growth of more than 10,000%, high customer success ratings and stability within the team, his leadership has proved vital to positive growth and long term stability for VFP. 

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Stephanie Taylor

Chief Executive Officer

A sought-after leader with a 20+ year history working with global Fortune 500 companies, Stephanie is a business process expert with a deep and well-recognized expertise in the Salesforce and Certinia ecosystems, with a focus on Quote-to-Cash, ERP, CRM, and Financial Management.

 

Stephanie founded VFP Consulting to offer companies with access to a 360 approach to not just implementing but managing their technology investments over time, from aligning people, process and product needs to long term management that maximizes the investment and fuels growth and business needs over time. 

 

Front-line experience overseeing 100+ projects and relationships with diverse clients, from mid-market enterprises to billion-dollar enterprises, Stephanie’s expertise spans high-growth businesses, private equity, mergers and acquisitions across various industries. Her leadership at VFP places a premium on the core values behind the name – Vision, Focus, and Passion.

  • Industry:
    Call Center Technology
  • Company Size:
    • 2,000+ employees around the world
    • 2,500+ enterprise, mid-market, and SMB customers in 104 countries
  • Solutions:
    Certinia Professional Services Cloud