Professional Services Automation (PSA) has evolved quite a bit in the last five years. Depending on the survey you look at and the type of organization you are, PSA adoption rates range from 55% to as high as 75%. This shift has been propelled by PSOs evolving away from stop-gap tools or home grown solutions driven by a need to reduce costs and improve project performance and quality. Adding to the adoption trend are PSOs who have realized they need true PSA capabilities tuned to the needs of a professional services team (vs. making the best of their company’s CRM or ERP systems). This growth has been very positive for the industry contributing to improved margins and greater efficiencies for delivery organizations.
However, recent research indicates a high degree of dissatisfaction among delivery leaders with their current PSA capabilities. Typical sentiment of dissatisfied PSA users reflect that their solution of choice is not meeting expectations and not bringing the level of benefits that were expected. In defense of PSA vendors, this dissatisfaction is not usually the result of poor functionality or product capability. Rather, it comes from PSOs not focusing on the three ‘R’s when implementing and using their solutions. By increasing your emphasis in the three ‘R’s, you will increase the benefits of your investment and overall satisfaction with your solution. Discover the three ‘R’s in our latest white paper. As always, we would love your feedback in the comments section!