A mid-sized professional services company was experiencing internal misalignment between departments, leading to revenue leaks, billing mistakes, missed sales opportunities, and overworked finance staff. As the company scaled, the lack of structure and tools around contracting and finances along with lack of defined roles became a major growth blocker.

Challenges

• Professional Services teams didn’t communicate with Finance, causing billing errors.
• No dedicated Sales or Contracting personnel led to mistakes in offers and missed opportunities.
• Undefined roles caused team members to take on finance tasks they weren’t equipped for.
• Contact Center billed incorrectly for training, directly impacting revenue.

Solutions 

• Mapped all financial processes to understand where handoffs and errors occurred.
• Led a digital transformation project, implementing Salesforce to connect Sales, Contracting, and Finance.
• Clearly defined departmental roles and ensured Finance led all billing activities.

Outcomes

• 10% labor cost savings by clarifying responsibilities and removing misaligned tasks.
• 20–40% of the Finance Manager’s time recovered, allowing focus on strategic work, not damage control.
• 20% of the Office Manager’s time freed, removing the need to chase contracts and signatures.
• 10% improvement in Sales and Contracting visibility, improving forecasting and delivery planning