A Professional Services Automation solution is an investment, and organizations should make sure they choose the PSA solution that makes the most sense for their business.
With plenty of options to choose from, understanding the benefits and capabilities of a PSA solution built native on the Salesforce platform can help you make an informed decision.
Discover what kind of PSA solution is right for your business by following the chart below:
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To learn more about PSA solutions built native on the Salesforce platform, schedule a demo with us to see the benefits of Klient PSA built natively on Salesforce.
More metrics are focused on customer experience than ever before. But if your overall marketing strategy isn’t designed around “customer experience” yet, you may have questions about how to get started.
Many experts have weighed in on the importance of customer experience in modern business. In this article, we’ll refer to a few published by Forbes, Harvard Business Review, and Hubspot to better explain what it is and why it’s important.
We’ll explain what Klient has to offer to help your company deliver a positive experience for customers.
What Is Customer Experience?
Martin Zwilling of Forbes explains that while it used to be enough to focus on quality, value, and customer service, that isn’t the case anymore.
Today, the internet has turned the customer-company relationship into more of a relationship than ever before.
When organizations focus on individual touchpoints, they can falsely inflate their sense of a customer’s happiness. Instead, you need a comprehensive picture of the entire journey customers go through with your company.
So, if a series of individual touchpoints is not an accurate picture of customer experience, what is?
Hubspot’s Jason Bordeaux defines customer experience as “the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey.”
It involves many touchpoints, particularly between customers and your people or your product. But addressing one or two problematic touchpoints is not going to improve the customer’s overall impression of your business.
Why Is Customer Experience So Important?
The internet has changed the way companies interact with their customers in multiple ways.
There are more competitors available, and switching between them is easier since it can often be done with just a few clicks.
Customers also share their experiences publicly with friends, family, and any others through social media.
If a customer has a bad overall experience with your company, they can find another provider, switch to them easily, and then tell everyone they know online why they left you.
And they do.
Improving Customer Experience With Professional Services Automation
Delivering a consistently positive customer experience starts with having an easily accessible database of customer data.
Klient’s PSA software is intrinsically adept at capturing many types of information and bringing it together in novel ways. That includes information related to:
- Calendar management
- Document management
- Expense tracking
- Project management
- Resource management.
It’s also built on Salesforce Lightning, giving your employees the best user experience possible to encourage adoption through ease of use.
Having one centralized system to manage all of these touchpoints sets up your organization to improve customer experience in four key areas:
1. At the Sales Stage
Services will have better planning and forecasting abilities with Sales pipeline visibility. This allows the two departments to work hand in hand as prospects become customers. It also creates better services opportunities via forecasting and opportunities management.
2. During Project Execution
Service managers can use that visibility into the Sales Pipeline to better manage resources for the right project at the right time.
3. At the Expansion Stage
Klient’s PSA system also supports repeat and recurring billing, allowing for seamless repeat transactions.
4. Promoting Retention and Advocacy
The system also uses built-in customer surveys and a customer health check. That way, everyone stays aware of the customer’s account status. Tracking the customer journey has never been easier.
Shifting your organization’s focus to customer experience might seem like a hefty task.
Or, if you’re already working toward a great customer experience, you may need an additional tool to push the customer journey over the top.
With the right PSA system, employees will have an easier time handling prospects and customers. Leadership, too, will have easier access to the information they need.
This helps your organization deliver a single, memorable experience that makes customers happy — and keeps them that way.
Service-based clients can differ wildly from purchase-based customers — especially when you want to build lasting relationships with them to create repeat business. That’s why client retention can be so different from customer retention.
Here, we’ve compiled four expert tips for how to retain clients that we believe are specifically helpful to service-based businesses.
1. Highlight the Human Component
While customer-based businesses often focus on selling the value or quality of a product, client-based service businesses can promote themselves as people who provide professional services with top-quality expertise, experience, or connections. The relationships between your organization and its clients helps ensure they’re happy enough to keep using your services.
As Joey Coleman, author of the book Never Lose a Customer Again, likes to say: “The fact is, whether you are B2B or B2C, the core of the conversation is that your business is H2H — human to human.”
Positioning your organization as humans delivering premium services to other humans can quickly change your clients’ perceptions of who it is they’re doing business with in the first place. This can give you an advantage that keeps clients invested in your business relationship beyond numbers and deliverables.
2. Focus on Clients Individually
The second “human” in the human-to-human strategy is your client, but typical customer retention metrics may leave your clients feeling like just another number. A capable professional services automation (PSA) system can help your organization focus on the client’s needs from front end sales to back end office management. Besides using powerful tools to keep clients at the center of your business, Mark Klein of Loyalty Builders Inc. explains client loyalty with a macro vs. micro concept. Rather than focusing on customer retention — a high-level or macro idea that looks at your entire client base as a whole — loyalty is a micro metric that highlights the value of each client individually.
Klein’s company evaluates every customer with a risk score, which focuses on the customer’s likelihood of making a purchase within the next 12 months. Your metrics may be based on your client’s likelihood of using your services again within a certain period of time. These measurements allow Klein’s company to incentivize customers, rewarding customers with higher loyalty, and making offers specific to each customer’s preexisting buying behaviors. Viewing each of your customers as individual assets will allow you to market to each of them in a way that maximizes the relationship — making everyone a winner.
3. Ask Tough Questions About Client Relationships
It can be easy to evaluate client relationships in terms of the rapport between contacts, but Mike Schultz, Co-President of global sales training company RAIN Group, recommends looking at the actual business value your company provides for each client. He suggests organizations ask a series of tough questions about their clients, including whether the client views you as a partner, and what your client would say if a rival service suggested your client replace you.
If you find the answers to these questions show that you’re an essential partner, you’re in a good position to retain clients long term. If the answers aren’t what you had hoped, you now have goals for where you want the client relationship to be. That may include developing the relationship to the point that they would never consider replacing you with another service company.
4. Keep Your ‘Why’ Close
An intuitive way to further develop the connection between your organization and its clients is to keep your company’s “why” at the forefront of your business. John L. Evans, Jr., Executive Director of Knowledge Labs Professional Development, explains that an individual’s “why” may be what leads to “purpose beyond self,” but that for an organization, the “why” leads each employee to “create extraordinary moments for clients” — something clients will see when it’s apparent your employees aren’t just going through the motions.
- If your organization has a mission statement or even an unspoken but deeply held vision, make sure employees know what values should drive their service delivery for your clients.
- If your organization doesn’t have a compelling “why,” get started on one by evaluating what your organization has set out to accomplish.
- If your employees don’t know why they’re fulfilling your service orders, your clients may not know why either.
Retaining clients for a service-based business may require a different strategy than retaining a purchase-based customer, but the end goal is the same: keep your clients coming back for more.
To take full advantage of the features and functionality offered by a Professional Services Automation (PSA) solution, it is highly recommended to integrate it with the other applications your project teams and business are using.
While a robust PSA platform on its own can bring much needed efficiency, integrations with other business tools your organization is already using can help visualize and manage all aspects of your company’s projects.
Research has shown that the highest performing services organizations excel in their use of integrated technology solutions. While many professional services organizations utilize financial management, CRM, and PSA solutions to efficiently plan, sell, and execute services, those that perform the best drive even better results through the integration of these core applications.
Information should be integrated so that it can be seamlessly passed from one application to another (for example, from CRM to PSA to ERP). This allows organizations to have a single source of the truth, with information constantly updated to provide an accurate view across functions and processes. Financial executives can ensure revenues and costs are aligned while service delivery can focus on productivity and quality.
By integrating CRM, PSA, and ERP, you allow your Sales team to see what resources are available and the status of projects to provide more accurate information to clients. Service delivery teams can see the schedule of upcoming projects and details of the client relationship to be proactive with communication, change orders and resource scheduling. And Finance gets an accurate picture of revenue and costs to ensure they are kept in balance so cash flow is improved and business plans and forecasts are accurate.
How Klient PSA Makes Integration Simpler
Built 100% native on the Salesforce platform, Klient delivers and supports real-time connections with the applications that drive services businesses, ensuring a customer-centric solution and the best professional services experiences for clients.
With direct integration into accounting software and ERPs like QuickBooks, Xero, and Sage Intacct, every minute of billable time is accounted for. Invoices can be automatically generated and managed, and clients billed directly.
Integration with other commonly-used business solutions like Salesforce, HubSpot, Slack, etc., will set every team in a services business up for success, as each will benefit from increased visibility and streamlined management of operations that contribute to faster ticket closing, higher customer satisfaction and dramatic jumps in productivity.
To learn more about Klient PSA’s integrations, visit: https://klient.com/integrations/
For any business that runs on Salesforce, utilization is key to getting the most out of the software — and maybe even out of your business. Because of this, many companies take advantage of Salesforce consulting.
We’ve compiled a few reasons you and your company may want to consider bringing in a Salesforce expert to ensure your CRM is doing everything it can to help your business.
1. Greater Utilization
Perhaps the most popular reason companies turn to Salesforce consulting is to ensure their employees know how to use Salesforce as well as possible. This can start with the implementation phase, but it can also be very impactful after the initial training and installation. In many cases, utilization sessions can significantly improve efficiency since the team already has a few months of experience with the software. Additionally, consultants are experts because they know more about the software than the average user. If there are functions you and your employees don’t understand, a consultant is a great person to ask for those tips and tricks. Consultants are also great if you just want best practices for how to use the system to its fullest potential.
2. To Onboard New Employees
As your company expands with new hires, you’ll also have new employees who may be either partially or wholly unfamiliar with Salesforce — and even if they have used it before, they won’t be familiar with your company’s distinct processes and use of the tool. A consultant can help your organization define its onboarding processes, essentially training your trainers. That way, you have internal, long-term resources available for getting new employees up and running. This also gives you existing refresher courses for any employees who may need refreshers or to be cross-trained on Salesforce.
3. Expansion to New Departments
For many businesses, Salesforce serves as a broader tool than just a CRM tool for sales. A consultant with a deep knowledge of the software can show you how to expand its use for your business. Salesforce is the number one CRM application and sales force productivity application. However, because of the many additional tools which integrate with or are built natively on the platform, the options are nearly limitless for what can be managed in Salesforce. For a service-based business, this should include professional services automation such as that from Klient Software. Klient offers a PSA system that’s built natively on the Salesforce platform, and it provides accounting, project management, document management, resource management, and even invoicing services, just to name a few. Besides getting more out of your investment with Salesforce, you’ll have greater visibility and management capabilities by having sales, service, and business office data managed from one central location. (For more reasons to use a PSA system built on Salesforce, check out our previous post.)
To ensure you’re getting the broadest use out of Salesforce, make sure any consultants you hire have experience with the many additional tools your organization may want to use on the Salesforce platform.
4. Better ROI
A consultant will be familiar with ways similar companies have generated ROI from their investment, including better overall utilization, adoption, and retention. Additionally, if your service-based business is utilizing a PSA system within Salesforce, your entire business stands to gain from decreased turnaround times, greater interdepartmental visibility on clients and their projects, and better reporting. This can all lead back to Salesforce — and a consultant who can teach you how to use it like a pro — being a great investment in your business.
Whether your organization is already using Salesforce or you’re about to start, consider hiring an expert consultant to show you and your employees how to navigate the system like pros. Everyone will have a better sense of what the software can do to streamline, organize, and even increase your service-based business’ work capacity.
To get even more out of the system, combine the power of Salesforce with the power of the right PSA system to manage all your business’ professional services with additional automation. That will keep you — and your customers — even happier.
Burlington, ON, April 3, 2019 – Klient Software, a leading provider of professional services automation (PSA) built 100% native on Salesforce, today announced that its software has been ranked a Momentum Leader, receiving a Momentum Grid Score in the top 25% as reported on the G2 Momentum Grid Report for PSA for Spring 2019.
A product’s Momentum Score, according to G2 Reviews, is calculated by a proprietary algorithm that factors in social, web, employee and review data that G2 Crowd has deemed influential in a company’s momentum. The Momentum Grid highlights a product’s Momentum score on the vertical axis and their Satisfaction score on the horizontal axis.
Klient Software’s positioning in the shaded area of the grid reveals a Momentum score far above competitors such as FinancialForce and Mavenlink. A high Satisfaction score also contributes to its software’s placement in the top 25% on the grid, thanks in part to KlientSoftware customers who positively reviewed the product on the G2 Crowd site, leaving feedback such as:
- “I have used multiple timesheet/PSA solutions… By far Klienthas been our most successful tool.”
- “I believe Klient to be the best Salesforce-native solution for time tracking, project management, invoicing, and resource management.”
- “Klientgives our services team much greater insight into what happened during sales, and sets each project off with a well-defined process.”
- “What we like best about Klient is the flexibility it has. The ability to create templates allows us to create and manage projects more efficiently.”
In response to Klient Software’s placement on the grid, founder and CEO of Klient Software, David VanHeukelom said, “We are pleased to see that the Krow product is delivering an intuitive and modern solution for professional services automation that is clearly resonating with customers and gaining momentum in the industry. It is also satisfying to note Krow’s generally high scores for metrics such as satisfaction, quality of support, ease of doing business, etc.”
With new releases every quarter, Klient is committed to constantly improving its product and continuing to gain momentum in the industry, while delivering the best professional services automation solution for services businesses worldwide.
To learn more about us, please visit www.klient.com
About Klient Software
Klient PSA delivers an intuitive and modern solution for professional services automaton built 100% native on the leading cloud platform from Salesforce, delivering the easiest way to manage services with one unified platform. Klient helps companies transform service delivery and client success with our next-generation Professional Services Automation (PSA) solution, providing a single application to manage the performance & profitability of every project, delivering visibility across the entire business. www.klient.com