InQuira, Inc., a provider of enterprise knowledge solutions for web-service, contact center support, and knowledge intranets, has automated their global resource management and improved project tracking by implementing QuickArrow PSA.
Many of the world's most recognizable brands rely on InQuira's software applications to deliver a superior user experience through web self-service, agent-assisted support, knowledge movement, and online marketing. In order to scale their services delivery to their growth, InQuira needed an automated solution to help staff projects at a global level and provide complete, real-time visibility into how projects were being managed to their budgets.
InQuira selected QuickArrow PSA for its ease of use and the flexibility to work with their existing business processes and goals. They achieved a 75% improvement in forecast accuracy in the first quarter alone using QuickArrow to track all project related activities, including budget tracking, scheduling, and forecasting. In addition, their Professional Services team now has visibility into resource schedules at a global level, enabling them to identify opportunities to translate bench time into billable utilization. To date, this capability has resulted in a 25% increase in resource utilization — a critical metric for driving revenue and profitability for any services team.
"Before QuickArrow, project management was a manual process at InQuira, and staffing at a global level took hours or even days, checking resource availability via email and phone," said Theresa Bruno, director, services operations at InQuira. She continued, "QuickArrow has automated grossly inadequate manual processes of tracking schedules on spreadsheets and forecasting projects based on estimation of hours, and now we can view schedules in just a few clicks."
"Our solution provides visibility into key aspects of a services organization and enables services providers, like InQuira, to evolve beyond manual spreadsheets for staffing and scheduling projects," said Laura Boyett, director of client success at QuickArrow. "With customized reporting, InQuira can now view utilization, availability, chargeability, forecasting, and revenue within minutes, easily and effectively managing their business directly from the system."
"QuickArrow is easy to use and I love the flexibility of the product," says Bruno. "The data in QuickArrow is reliable, and allows us to create opportunities, track and manage projects, and invoice all from a single tool."