October 21, 2024 Siemens’ Transformative Journey with Certinia

Siemens services grew the business year over year after implementing Certinia and enabling globally harmonized processes.

Achieving Excellence: Siemens’ Transformative Journey with PS Cloud

“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, Senior Vice President – Global Customer Outcomes, Siemens Digital Industries Software

Key Benefits:

• 1,000 new opportunities and 500 new quotes generated monthly
• 450 new service delivery projects initiated monthly
• Approximately 7,000 resource requests processed monthly

With a global presence and the broadest software portfolio in the market, Siemens Digital Industries Software empowers companies across industries to optimize designs, efficiently manufacture products, and offer aftermarket services. The company helps clients realize maximum value from Siemens products through a robust portfolio of services including Digital Transformation Consulting Services, Implementation Services, Learning Services, and Engineering Services.

As Siemens experienced significant growth organically and through acquisitions, it was challenged to scale its services business and best practices while serving various industries, in multiple countries, across a broad suite of solutions. Regional divisions ran autonomously and on different processes, complicating the company’s professional services practice. Making matters worse, the existing on-premise professional services automation (PSA) platform that Siemens used wasn’t designed to support multiple business models.

To enable its emerging lines of business to make informed business decisions and efficiently drive growth, Siemens decided to launch a next-gen service automation (NGSA) program. As part of that, it needed a PSA platform that supports all regions and makes it possible to harmonize operations globally on a standard set of business processes.

After an extensive evaluation of PSA providers, Siemens decided Certinia had the best vision and capabilities. The synergy between Certinia Professional Services Automation Cloud (PS Cloud) and Salesforce cemented the company’s decision.

The Certinia platform enabled Siemens Digital Industries Software to globally harmonize and operationalize business processes across its broad services lines. With users seamlessly onboarded across 30+ regions, Siemens was able to reduce the administrative overhead associated with operating its globally dispersed services business. With seamless, automated processes in place, the company was able to redeploy services resources to higher value-add activities and spend more valuable time with clients.

By orchestrating harmonized processes across its multiple services lines, Siemens Digital Industries Software empowered managers to efficiently craft and staff profitable customer engagements. With better forward-looking views of the business, managers can better plan capacity and consistently improve utilization globally.  

Because they’re in a position to understand data and trends, project managers can make the types of decisions that help Siemens improve business performance and ensure better customer outcomes. By providing project managers with consolidated data via PS Cloud, the company empowers them to quickly make smart business decisions without searching for and aggregating data. The dedication to achieving this mission is evident by the name of Siemens Digital Industries Software’s professional services team: “Global Customer Outcomes”.

Siemens services grew the business year over year after implementing Certinia and enabling globally harmonized processes. By improving efficiency and profitability across its professional services organization, the company has been more successful delivering value to its customers.

With PS Cloud in place, Siemens is also better positioned to achieve its vision of delivering a frictionless customer experience. Simply put, PS Cloud is a key factor in enabling Siemens to ensure all its teams work together seamlessly with customer success at the center of everything they do. This allows the company to grow by securing renewals and inspiring expansion.

Siemens ultimately achieved its goals through a strategic and thoughtful approach to deployment. They maintained a clear vision of the value they aimed to realize and identified the key metrics and processes that needed improvement to achieve that value. Their well-constructed plan evolved over time and was executed meticulously.

Now, Siemens updates its roadmap annually in close partnership with Certinia. They stay informed about new platform capabilities and identify opportunities to leverage these features, continuously enhancing business efficiency and service quality.

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