Please introduce your product and give a brief about your role within the organization.
Product intro: Birdview PSA is a professional services automation platform that provides services organizations such as marketing agencies, engineering firms, and managed service providers (MSPs) with a single source of truth for their projects, resources, and finances. The result is increased visibility and the ability to drive better results at all stages of the service delivery lifecycle.
As a CEO I wear a lot of hats and am involved in a number of initiatives, however, my primary focus is marketing and product development.
What was the objective behind coming up with this software?
In my opinion, the service delivery industry for many years has been plagued with overly complex and unjustly expensive software tools. The goal with Birdview PSA was to offer our professional services clients a platform that they deserve - an intuitive fully-featured PSA suite that doesn't break the bank and keeps growing and scaling with the organization.
How is your software beneficial from a value addition perspective to the clients compared to other software alternatives available in the market?
The three areas that separate Birdview PSA from other solutions on the market are:
- Ease of use: In our experience, SaaS users tend to gravitate towards products that are intuitive and easy to use. Birdview PSA was specifically designed to enable the highest user adoption rates possible by focusing specifically on ease of use across all the platforms' features and functions.
- Implementation: Birdview PSA can be rapidly implemented, enabling an organization to realize the benefits much quicker than the industry standard. This is made possible through dedicated one-to-one support and collaboration between professional services and customer success teams from the onset of the relationship.
- Value: We recognize that not all professional services organizations have an unlimited budget. By enabling organizations to leverage some of their existing apps and platforms such as CRMs, ERPs, and accounting software through integrations and automation, we were able to provide an end-to-end PSA platform that is full-featured, yet affordable to most PS organizations.
What industries do you generally cater to? Which industries in general are highly benefiting by using your software?
We cater to professional services organizations, with a focus on these specific industries:
- Managed IT services (MSPs).
- Engineering firms.
- Marketing and advertising agencies.
- Business consulting firms.
What are the key features of your software that makes it stand apart from your competitor products in the market?
Birdview PSA offers deep functionality in these three areas:
- Project Management – Birdview PSA allows all users within an organization to complete their work in the platform regardless of their technical capabilities or direct knowledge of formal project management techniques. This is made possible by enabling users to customize their views and working methodologies to best suit what works best for them.
- Resource Management – Birdview PSA provides users with several tools to intuitively visualize and manage resource allocation at any stage of the delivery lifecycle – all in real-time. Birdview also enables users to simulate resource changes to identify the potential impact on the project and to help them proactively hire resources to avoid bottlenecks and maintain organizational growth.
- Project Accounting – Birdview allows users to track both planned and actual expenses to build their projected budget and estimated internal cost. Birdview’s financial engine also provides easy access to financial KPIs such as revenue, profit, labor costs, project expenses, and more so the financial health of any project is kept top of mind.
What is the customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
Birdview consistently scores well in customer satisfaction. This can be attributed back to the intuitive nature of the user interface and the personalized implementation that comes with the product.
We cater to our customers’ needs by capturing detailed requirements during the sales process. These details are then transferred on to our professional services and customer success teams to act as the foundation and success criteria for our customers’ implementation.
Are your customers repetitive? If yes, what is the percentage of repeat customers that you have?
Yes. Thanks to our comprehensive implementation program called “Path to Success”, we have the lowest churn rate in the industry. Over 90% of our clients renew their subscriptions.
Does your software product provide any resource or knowledge section for its users? If yes, what kind of material is provided to your users to help them get acquainted with your product?
Yes. We offer a comprehensive help center that includes “how-to” guides, video tutorials, and an extensive knowledge base that covers all of the functionality of the platform.
What kind of support system do you offer to your clients for catering to their queries and issues?
Beyond our comprehensive onboarding process, we cater to and support clients in two ways:
- Each client is paired with a dedicated customer success manager, who carries over from their initial onboarding and implementation process. This means the CS manager will already be familiar with the goals and potential challenges of the client and better positioned to support them long term.
- We also have a technical support department that is very knowledgeable about our product and able to assist and provide support in a variety of ad-hoc scenarios.
Where do you see your product in the next 10 years?
We aim to be the leader in the PSA market.
