What do you like best?
---Ease of use.
---Incredibly flexible and configurable.
---Great support staff, and concept of customer success manager works very well.
---Integrates seamlessly with Salesforce so the opportunity to project is straight out of box.
---In general, the application works well after some hiccups initially implementation-wise. These issues were more largely due to the change in business process, in my opinion.
What do you dislike?
--Reporting in Salesforce/PSA generally could be better. Although it is very easy to use from a transactional standpoint, we struggled at go-live with an inability to create effective management/executive reports. We eventually went implemented Wave to do more executive level reporting.
--Because we were on an old Oracle ERP, we were not able to utilize many of the financial functions related to PSA.
--Data migration was very challenging, but that's not a product-issue...:).
Recommendations to others considering the product
In your implementation, make sure to scope out data migration correctly, and really evaluate your reporting, and where Salesforce/PSA may fall short.
These were our 2 biggest mistakes.
What business problems are you solving with the product? What benefits have you realized?
---Our services business was completed disconnected system-wise from the rest of the business before we put Services on Salesforce/PSA. They were on a home-grown application for opportunities, project and resource tracking.
--With PSA, everyone is on the same process now. In addition, PSA now gives all PM, Directors, Finance, Operations an effective tool to see project status. We are off spreadsheets to do percent complete calculations, and that has improved our financial closes.
--Timecard entry was also a challenge as we were on a 10 year old version of Oracle. Timecard entry is now much easier and simplified for field users.
--Forecasting is now simpler and all in one tool. We no longer input "dummy" Services opportunties in Salesforce, and due to the Wave implementation, we have a dashboard for Revenue Forecast every quarter.