Tom Deacon, Director, Digital Global Head of one of the largest multinational professional services companies, Turner & Townsend, said, “Professional services firms are struggling to articulate and demonstrate values.” This is true.
The COVID-19 situation aggravated the problems for professional services firms as they strived to maintain a good customer pool, combat cost pressures, focus on skills, billing, etc. Simultaneously, an increase in the competition made it difficult for professional services organisations (PSOs) to direct their attention towards long-term strategy. Instead, short-term goals hogged the management’s time.
Management of projects is one of the challenges that the industry faces which comes with the additional complexity of managing resources allocated to these projects. We must remember that there is also the problem of managing these resources that are spread globally. Project management and resource planning emphasise hiring the right people at the right time. Human Capital Management is equally important for the professional services industry as they need to know the number of people to hire, when to hire, and where to hire.
Some key aspects that professional services organisations must consider include:
- Consumer awareness:
The consumer wants valuable services. If a professional services firm does not deliver valuable services, then the client would not want to work with them. PSOs sometimes fail to understand the importance of readily available information and face business problems around not delivering what their clients ask for. They should make use of technology that will help them by providing up-to-date information on various parameters that will help them when they are dealing with their clients. Investing in a suitable order management system should be a priority.
- Financial challenges:
Many professional services companies take financial decisions that make them fail way before their first anniversary. Almost 75% of the professional services start-ups don’t survive for a long time due to bad decision making. Companies should prioritise the cash flow for the business. Expenditure shouldn’t exceed the company’s profit. Cash management should be a critical skill for any PSO.
Primitive use of excel spreadsheets deters from increasing productivity and efficiency and improving collaboration and visibility. Spreadsheets are time-consuming, manual, and provide siloed and scattered information across individual desktops.
Failure to embrace technology increases the difficulty for PSOs to compete with competitors. The right technology will address client needs and operations. These are indispensable. Leveraging technology will enhance the efficiency of your company. The customer knows the important impact of delivering services with tech.
- Winning new businesses:
One of the challenges for a PSO is maintaining the existing clientele while searching for new clients. Though it is important to maintain the on-going client relationships, it is crucial to add on new clients to stay current, boost your revenue, and keep your team agile.
Sarah M. Williams, the founder and director of 816 New York, a brand strategy and communications agency, mentioned, “…You don’t want to be too reliant—especially now during COVID-19—on only a few relationships, since things are so much in flux.”
Real-time data and visibility of clients, projects, and resources are essential to develop new service offerings and expand the business. PSO requires an enterprise resource planning software that provides complete visibility across important metrics such as customer satisfaction, performance analytics, and project implementation, execution and delivery, all in one place. This makes it easier for organisations to identify the best opportunities and respond and react faster to changes in the market.
There a vast pool of talent out there. Diving and picking the best ones from this pool for a professional services firm can be a major challenge. When you recruit the talent, there is a big checklist that involves sourcing for the recruits, verifying their profiles, interviewing them, and onboarding them. The process does not simply stop there. The company has to induct them properly into the organisation by training and guiding them. It can take a few days or weeks for the new hire to become billable and start generating revenue for the company.
There are employee payroll software that provides the employee and manager with ways to systematise the entire process. It lets the managers set employee objectives for the day or week by connecting project management and resource management processes and data. It links these objectives to best practices and the internal knowledge base and assets. Following these practices among others will help organisations to manage their hires as well as profit from their recruitment in a smart way.
Professional services solution help PSOs understand their internal and external processes. PSOs require an ERP software to not just focus on short-term goals but rather achieve long-term goals such as drawing consistent leads, generating steady demand to improve sales funnel and efficiently managing project and associated resources. Challenging times like COVID-19 is perhaps the best time for PSOs to rebound. PSOs should now focus more on optimising projects, recruitment cycles, and financial management capabilities.