Customer Success Story
Docusign increases professional services revenue using Certinia
“Our implementation and go-live was a success. It was great working with the Certinia team. The introduction of Certinia significantly improved our operations and had a positive effect on our organization.”
Stephanie Banhart, Manager, Finance-Billings, Docusign
Outgrowing homegrown approaches
Since its inception in 2003, Docusign has been on a mission to accelerate business and simplify life for companies and people around the world. With its pioneering e-signature technology, Docusign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. |
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Over the years, Docusign has created homegrown solutions and custom builds to support ProServe, its professional services organization. As Docusign continues to grow and scale, the company recognized a need to instill more rigor around ProServe financials. To support the growing complexity of its professional services business, Docusign implemented Certinia solutions.
With Certinia Professional Services (PS) Cloud and Billing Central seamlessly linked to Salesforce, Docusign can more easily plan and manage projects in a structured, detailed way. By managing all teams and projects in a single system, professional services, adoption consulting and training teams can better schedule resources, track time, and more quickly and easily determine project and task status. Plus, earlier visibility into deals makes it possible to bring customers live in a shorter period of time, helping them realize faster time to value.
Rather than turning to colleagues throughout the organization to kludge together data, the ProServe team is now a source of definitive truth about project data. Now the analytics team, executives from other departments and finance can more easily determine expenses, partner and project performance, CSAT and more because of easy access to real-time financial and operational metrics.
With the help of Certinia solutions, Docusign has established a partner ecosystem in 2018, which supported the launch of the Docusign Agreement Cloud, expanded its international presence, and grew its professional services revenue. The company can accommodate partners and invoices 98% faster while reducing collections, errors and customer inquiries. By automatically creating invoices with an integration to Docusign CLM, it avoided the need to hire four additional people.
Key Benefits
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Faster invoicing
Avoided
Need for 4 FTE hires
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Real-time financial and operational metrics
What our clients say
“Simple tools cannot solve complex problems. But the sophistication of Certinia allows for solving complex problems. The reward at the end of that can be very powerful.”
— Tyler Flora, Senior Director, Professional Services, Avalara
“Since deploying the Certinia platform, we've seen consistent increases in billable utilization and realized project margins enabling us to exceed our margin expansion targets while improving the quality of the services delivered to our clients.”
— Kurt Kuelz, Vice President - Global Customer Outcomes, Siemens Digital Industries Software
“Certinia PS Cloud drives the highest levels of data quality across our professional services and higher levels of performance from our resources.”
— David Laffineuse, Worldwide Director of Service Delivery, Thales
"Most customers don't want to worry about back-end systems, but they want them to be reliable, scalable, and they want their supporting partner to understand them."
— Mark Conklin, Senior Director of Operations, Salesforce
Run your services business with clarity, speed, and confidence
See how the Certinia PSA suite and Veda work together to connect your entire lifecycle—and make every step smarter.
