How LivePerson streamlined their PS operations by escaping the Certinia-Smartsheet duo

About LivePerson

LivePerson is best known as the developer of the Conversational Cloud, a software platform that allows consumers to message with brands. Scott Cummings, VP of Professional Services at LivePerson, leads their Global PMO and service strategies.

The Challenge

Too many cooks: Certinia, Smartsheet, & Sheets

The team managed projects through Certinia, tracked deliverables in Smartsheets, and had various bolt-on solutions for specific needs. This fragmented setup created inefficiencies and reduced visibility across the board.

Cumbersome data exports and manual processes

Since their PSA and PS systems didn't talk to each other, the team often relied on Excel or Google Sheets to export and merge data from different sources—a manual and time-consuming process.

Lack of leadership visibility

Without a unified data entry and reporting system, it was challenging for the PS team to deliver comprehensive insights into project health and team performance to leadership.

"I think most PS organizations rely too heavily on Google Sheets. Whenever something doesn't work, you end up exporting and merging data sets to make sense of things—whether for leadership or understanding team utilization. We were very much a victim of that." — Scott Cummings, VP of Professional Services, LivePerson

The Solution

Unified PSA solution for increased efficiency

Rocketlane has allowed LivePerson to consolidate key functions—project management, resource tracking, and time management—into one platform.

Enhanced analytics for utilization and reporting

With Rocketlane's reporting, utilization rates across different regions are now easily accessible.

Improved client and partner experience

LivePerson's partner teams now log deliverables and utilization data directly into Rocketlane, improving collaboration and compliance with contract terms.

"We no longer have to output data into a Google Sheet from Smartsheet or pull variables from FinancialForce anymore." — Scott Cummings, VP of Professional Services, LivePerson

The Impact

Increased adoption and team engagement

In just three months, the team quickly adopted Rocketlane, moving many processes from Smartsheets to centralize data and cut down on manual work.

"Nobody wants to use an antiquated solution. Nobody wants multiple clicks. Why can't we have cool tools?"

"Fortunately or unfortunately—you've accelerated my ability to provide answers to leadership faster, which is probably a good thing. Or maybe now they just expect more from me, which, honestly, is also a good thing!"

"I've got people excited about using an application, as opposed to sometimes not being jazzed or slightly resenting the fact that they have to do data entry—which nobody enjoys. It feels like a rich experience." — Scott Cummings, VP of Professional Services, LivePerson