Certinia’s Spring ‘25 release supercharges customer success, productivity, and visibility

Certinia, the platform for service business, is unveiling its Spring ‘25 release, complete with AI-powered capabilities that unlock value, increase productivity, and enhance workflow visibility. With this release, Certinia tackles the need for efficient, quality decision making among service organizations, with new features centered around foresight, flexibility, and intelligence.

This release homes in on the needs of Certinia’s customers, bringing to them elevated, best-in-class experiences.

“We are very much investing in resource management, project management, services estimation, [and] services financials to really stay best in class for our customers. Especially as we get more larger enterprises, more demanding customers, we want to stay best in class when it comes to professional services,” said Raju Malhotra, chief product and technology officer at Certinia.

Maintaining this sentiment, the first of Certinia’s new capabilities infuses service teams with AI intelligence, enabling them to act faster, with greater confidence by uncovering the value of hidden data. These new capabilities, GenAI Resource Summary and GenAI Customer Account Summary, target organizations’ capacities to meet customer needs while enriching the service delivery process.

GenAI Resource Summary enables resource managers to more effectively navigate staffing requests, offering a centralized view of candidates’ skills and experience. This streamlines the process of matching individuals with the right projects, smoothing the delivery experience while increasing its quality.

With GenAI Customer Account Summary, customer success teams benefit from a holistic view of relevant customer details, sentiment signals, potential risks, and suggested next steps, eliminating the need to navigate fragmented, disconnected records. The AI-generated view alleviates the burdens of having to piece together a diverse set of information, enabling CSMs to stay on top of customer needs and excel on delivery, according to Certinia.

The Spring ‘25 release also brings enhancements to skills and resource productivity, offering capabilities that align with the growing skills-based—rather than roles-based—economy. This includes:

• Skills suggestions, which are generated from the skills within a resource pool and past assignments, jumpstarts customers’ skills journeys based on historical data, as well as aligning projects with the most relevant skills.
• Smart rescheduling uses embedded intelligence to provide project managers with a clear view of how scheduling changes will impact margins and budgets for different scenarios.
• Resource Request Staffer transforms resource request staffing at scale, allowing resource managers to easily match, assign, hold, or shortlist up to 1,000 resource requests, accelerating time-to-staff and improving efficiency.

Certinia’s latest update also empowers faster, more accurate estimates for services, including through the sale of services products, such as digital workers and AI; Estimate Financial Summary, which provides a monthly breakdown of the revenue and costs of an estimate; configurable pricing calculations for more accurate and tailored estimates; and guided scoping with dynamic questions for more precise estimates.

Certinia is also enhancing project management with greater visibility, reflected through the new portfolio object. Portfolios are collections of related projects, offering key data about each project paired with a Delivery Tracker that automatically consolidates the data into a rolled-up view with totals.

“The services estimation, guided scoping, the Generative AI, Agent AI, et cetera—those things we are focused on [are] very much [about] continuing to improve and stay ahead of the curve as much as possible…[which] our customers expect us to be,” said Malhotra.

To learn more about the Certinia Spring ‘25 release, please visit https://certinia.com/.