Elite Uses Kantata to Drive Increased Efficiency and Transparency for its Customers

Since its inception in 1947, Elite’s primary objective has been partnering with its customers to improve workflows, processes, and operational environments with leading-edge technology solutions and exceptional customer service.

“We are wholly committed to empowering our teams and serving our customers,” explains Martin Linusson, Elite’s Chief Customer Officer. “We provide the operational backbone for how law firms run their businesses – our focus is on providing increased value by supplying the functionality they need to improve productivity, gain efficiency, and maximize profit.”

As Elite sought to increase productivity, enhance service delivery, and dedicate more time to its customers, the company wanted stricter control of its reporting and time management processes, to better understand and reduce time spent working on administrative tasks rather than customer-facing activities. For Linusson and his teams, this meant finding a solution that transformed how Elite’s internal project and technical resources interacted while simplifying and streamlining collaboration with its extensive, ever-growing network of technology partners.

“We wanted to implement positive change – not just force another tool onto our teams,” says Linusson, “Our people needed to know that any solution we adopted would simplify their jobs, make work across our teams more efficient, and allow them to spend more time where we want them to spend time, which is with our customers.”

Recognizing the customer-facing benefits of streamlining service management and reporting processes, Elite turned to the Kantata Professional Services Cloud. One key reason was Kantata’s ability to integrate seamlessly with Salesforce — because Kantata offered a solution built natively on the Salesforce platform, Elite was able to bring sales, delivery, and support teams together within an environment that felt like an extension of Salesforce.

“Our number one driver was project viability – as we become a SaaS company, we want increased control and visibility across all of our projects,” says Linusson. “We rely heavily on Salesforce, so the tight integration between Kantata and Salesforce is key to enabling our teams to update, track, and understand exactly where we are in each customer journey and maintain a clear picture of the health and status of all of our customer engagements. Because everything in Kantata resides on the Salesforce platform, we have a live view that encompasses everything, from sales to delivery to ongoing support tickets.”

To ensure success and promote rapid user acceptance, Elite meticulously planned its implementation to mitigate change fatigue and benefit project-focused resources. It achieved this by improving, simplifying, and automating reporting processes and project workflows from day one.

“With Kantata, we were very specific about getting a fresh start. We only carried over active projects, and, while we defined the new system exactly as we planned to use it, we took care to not overcomplicate things,” says Linusson. “Kantata was easy to work with, so we leveraged the transformation to redefine our time tracking structure and maximize our billing efficiency to the benefit of our customers, our project managers, and our bottom line. It was a huge undertaking — we didn’t just change the system, we changed the behavior of our entire team.”

With data universally available in the Kantata Cloud, Elite is eliminating information silos between departments and achieving real-time, end-to-end visibility into customer activity for its leadership, sales teams, and ongoing service and support channels. By providing Elite with crystal clarity into how its teams were using their time, Kantata has helped the company strategically optimize activities through automation and prioritization. This allows Elite experts to dedicate more time to customer service rather than administration.