Run and scale your professional services business with confidence

In today's rapidly changing market, professional services firms navigate challenges like unpredictable project profitability, inefficient resource utilisation and managing cash flow. Addressing these effectively is key. As certified implementation partner and active users of Certinia, Gen25 offers real-world insight to help firms gain clarity, control and impact, providing solutions for these core issues.

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Our work with Certinia in practice 

At Gen25, we identified challenges within our project and resource management processes that made it difficult to efficiently track projects, consultant availability and resource allocation. There was no single centralised view for allocating resources to projects, nor a unified overview accessible to all departments, resulting in siloed ways of working and limited operational visibility.

To address this, we required a solution capable of supporting our end-to-end operations: from project and financial management to timesheet tracking, forecasting and skills management, while also providing greater insight into project performance. Our primary objective was clear: ensuring we always have the right people available to successfully deliver the projects we sell.

This led to the implementation of Certinia PSA, a Salesforce-native solution that provides end-to-end visibility across the entire project delivery lifecycle within one integrated platform. By bringing sales, delivery and finance together in a single environment, Certinia enabled stronger collaboration, more accurate forecasting and improved operational alignment across the business.

As a result, Gen25 significantly improved resource planning, consultant utilisation tracking and budget management, while gaining greater operational control and more efficient project delivery processes across all departments.

Our work with Certinia in practice 

At Gen25, we identified challenges within our project and resource management processes that made it difficult to efficiently track projects, consultant availability and resource allocation. There was no single centralised view for allocating resources to projects, nor a unified overview accessible to all departments, resulting in siloed ways of working and limited operational visibility.

To address this, we required a solution capable of supporting our end-to-end operations: from project and financial management to timesheet tracking, forecasting and skills management, while also providing greater insight into project performance. Our primary objective was clear: ensuring we always have the right people available to successfully deliver the projects we sell.

This led to the implementation of Certinia PSA, a Salesforce-native solution that provides end-to-end visibility across the entire project delivery lifecycle within one integrated platform. By bringing sales, delivery and finance together in a single environment, Certinia enabled stronger collaboration, more accurate forecasting and improved operational alignment across the business.

As a result, Gen25 significantly improved resource planning, consultant utilisation tracking and budget management, while gaining greater operational control and more efficient project delivery processes across all departments.

The real impact of Gen25 implementing Certinia for your organisation

In a demanding market, service-led organisations must adapt quickly, maintain delivery quality and scale operations without adding unnecessary complexity. To ensure this, organisations like these require an integrated platform that automates across customer and partner journeys with a 360° view, but also connected data sources to support the best experience and enable data driven decision making. Certinia is the solution to these challenges and by partnering with Gen25, you’ll see measurable business impact as a result. Why? Our team understands the unique challenges professional services organisations face. From Salesforce consultancies to digital agencies and IT service providers, we bring firsthand experience and practical solutions to every engagement. At Gen25 we use Certinia ourselves to also improve our operations and company performance and therefore, we know best how to turn your transformation process into success. We can support you with:

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Staying consistent during change

By automating workflows and managing projects dynamically, Certinia helps you stay on track while your business evolves. Gen25 can support you in this transition journey by focussing on the most valuable features from day one, instead of trying to transform everything at once.

  • Streamlining processes and automating tasks such as data entry, lower costs and improve the customer experience. Real-time analytics enable informed decisions and improved productivity through seamless interactions
  • Optimising efficiency and implementing best practices. We optimise workflows and implement best practices to enhance competitive advantage and efficiency without compromising quality
  • Our multi-channel solutions and knowledge management systems that empower customers and ensure centralised access to both the internal organisation and customers
Scale with confidence

Certinia supports sustainable growth in any type of scaling: from entering a new market or integrating new teams. Due to Gen25’s strong focus on resolving business challenges such as business growth, we ensure your scaling goal will result in measurable and long-term growth.

  • Streamlining processes and automating tasks such as data entry, lower costs and imp
    • Streamlining processes by implementing automated tasks, reducing manual effort and allowing agents to focus on service quality instead of repetitive work
    • Creating a 360-degree view of the customer by integrating data from multiple sources, enabling personalised and efficient interactions that improve job satisfaction for service agents
    • Analysing performance by identifying key performance indicators and using Service Cloud reporting, improving agent performance, supporting targeted training and creating growth opportunities that help retain employees
    • Enhancing collaboration by improving communication between employees, promoting teamwork, efficiency and a positive working environment
    • Supporting work-life balance by providing real-time information and reporting regardless of location, enabling flexible or remote working while offering supervisors and agents real-time insight and support through omnichannel monitoring
    • Driving data-driven decision-making and performance analysis through real-time reporting, providing insight into key performance indicators and identifying opportunities for optimisation and cost reduction
    • Enabling proactive customer engagement and a 360-degree customer insight, reducing escalations and supporting personalised interactions that improve customer satisfaction
    rove the customer experience. Real-time analytics enable informed decisions and improved productivity through seamless interactions
  • Optimising efficiency and implementing best practices. We optimise workflows and implement best practices to enhance competitive advantage and efficiency without compromising quality
  • Our multi-channel solutions and knowledge management systems that empower customers and ensure centralised access to both the internal organisation and customers
Improving efficiency by gaining end-to-end visibility

Certinia unifies sales, delivery and finance on a single platform to view and manage your business from pipeline to billing. Collaborating with Gen25 in this implementation will make sure you have a platform to support your operational efficiency, but also that the transformation process towards this change goes quickly and efficiently.


  • Analysing your team management needs, adapting solutions to your workflows and objectives, minimising risk and ensuring quality performance.
  • Setting measurable objectives to assess your team's performance against cost targets. Regular feedback loops allow us to refine our strategies and ensure optimal cost management throughout our projects.
  • Maximising efficiency of advisors, consultants or other experts on opportunities and closed deals at the same time.
  • Deepening customer relationships: increasing customer satisfaction and revenue at the same time to gain a better understanding of individual customers in order to better respond to their needs.
  • Improving sales performance with a clear and broad view on customer potential, so you can leverage the understanding to increase revenue per customer based on gained insights.
Improving efficiency by simplifying time and expense management

by equipping teams with mobile-ready tools for time tracking and expense submission, time and expense management is extremely simplified. Gen25 supports you in configuring approval workflows and syncing it directly with Salesforce records for optimal usage.

  • Controlling costs across all departments by eliminating duplication and optimising processes
  • Enabling interaction through Experience Cloud, creating collaboration communities for interdepartmental communication and knowledge sharing, reducing errors, lowering software and training costs, and streamlining processes with a single data view.
  • Creating a clear view of customers and processes by using a single source of truth, enabling efficient knowledge transfer between departments, better use of time and an improved customer experience.
Improving efficiency by forecasting with accuracy

Via real-time data usage, Certinia allows you to plan resources, margins and project timelines. With Gen25’s strategic expertise, this will result in the ability to make faster and more informed decisions.

  • Building efficient infrastructure by implementing scalable, cloud-based solutions, avoiding high upfront costs while ensuring a robust and cost-effective setup.
  • Ensuring compliance by meeting regulatory requirements within data systems, without the need for significant investment in additional personnel.
  • Strengthening security by applying advanced encryption and access controls, protecting data from unauthorised access and potential breaches.
  • Enabling integration by automating backup and recovery processes, ensuring seamless connection with existing systems and minimising downtime in case of data loss.

The real impact of Gen25 implementing Certinia for your organisation

In a demanding market, service-led organisations must adapt quickly, maintain delivery quality and scale operations without adding unnecessary complexity. To ensure this, organisations like these require an integrated platform that automates across customer and partner journeys with a 360° view, but also connected data sources to support the best experience and enable data driven decision making. Certinia is the solution to these challenges and by partnering with Gen25, you’ll see measurable business impact as a result. Why? Our team understands the unique challenges professional services organisations face. From Salesforce consultancies to digital agencies and IT service providers, we bring firsthand experience and practical solutions to every engagement. At Gen25 we use Certinia ourselves to also improve our operations and company performance and therefore, we know best how to turn your transformation process into success. We can support you with:

1. Discovery
We start by understanding your business. Together, we map your current processes, assess your business maturity, identify opportunities for improvement and define your future-state solution. This results in a clear implementation roadmap, including governance, solution design and user stories.
2. Implementation
Using an agile approach, we build your solution in manageable sprints. Each sprint is planned, developed, demonstrated, and refined based on your feedback, ensuring the solution evolves in line with your business needs. We also prepare and validate your data migration throughout this phase.
3. User Acceptance Testing
Before go-live, your key users validate the solution against the agreed requirements using realistic business scenarios. Together, we gather feedback, resolve any issues, and ensure your teams are confident using the new system.
4. Go-Live & Hypercare
Once everything is approved, we deploy your solution and migrate your data. Following go-live, our Hypercare support provides dedicated assistance during the initial adoption period, ensuring a smooth transition and helping your teams get up and running with confidence.

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We transform your challenge into your solution. For over 15 years, our technology specialists have been working to optimise organisations' sales, service, and marketing processes.

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