There is no shortage of ways for professional services firms to solicit and capture client feedback. Some firms structure their initiative as a once-a-year check-in with repeat clients while others hire outside consultants to conduct third-party client satisfaction interviews. In a previous posting, we reviewed why you might want to start a feedback program. Now let’s discuss specific tools that will help with starting one.

The feedback approach we like to use at Full Sail Partners includes:

• Several “milestone events” throughout the course of complex projects
• Billing thresholds for clients using a la carte services

By identifying this schedule of feedback events in advance, our clients know what to expect of the process and can effectively participate. We manage our program with The Client Feedback Tool from Client Savvy (CFT).

Surely our Existing Data is Worth Something 

When we first started our program, we strategically knew that:

• We would need to scale the volume of feedback without a proportional increase in the program’s administration time
• In Deltek Vision, we already had a system housing key data needed for the program – contact and company names, email addresses, project records, and various other meta data
• Both Deltek Vision and Client Feedback Tool were designed with available API interfaces 

Enter the Blackbox Vision Connector for Client Feedback Tool (VC4CFT) – a pre-built integration between Deltek Vision and CFT. This solution allows us to leverage the existing information in our database, improve consistency across the two platforms and decrease the amount of time needed to manage our routine client feedback program. 

How Does it Work? 

If you’re familiar with how Vision functions, you already know that all operational activity in the system is oriented around projects. Whether you’re completing a schematic design or purchasing paperclips, your work will eventually hit a project in Vision. Managing feedback is setup the same way and all information needed for the process of requesting client feedback is gathered in a project record. While this is typically a “Regular” project, if we’re seeking general feedback from a cross-section of our client base, we just gather those contacts together in an appropriate general project in Vision, either by creating it for that purpose or using one that already exists. 

VC4CFT allows our project managers to send feedback requests in one of two ways:

1. Anytime desired directly from the Project record in Vision
2. As part of the batching function that seeks out eligible projects based on pre-determined rules

For example, during our implementation projects, we first like asking for feedback after we’re about 30% complete. The Connector’s workflows know to look for projects that have recently crossed that milestone based on financial records. Usually about once per month, we have the Connector lookup all the projects that apply under all the rules we’ve put in place. With quick input from the project managers, we’re able to assemble a list of surveys that can all go out at once, driven from a single point of administration. 

Hmm…How Interesting! 

As our clients provide feedback (and we thank you for it!), general information about the feedback history is returned to Vision through the Blackbox Connector. Whether looking at aggregate response rates or figuring out why that one person always opens our requests but doesn’t complete the survey (you know who you are), the most important objective is to enhance the client experience. The combination of Deltek Vision, the Client Feedback Tool and the Blackbox Connector allows us to further leverage our core client information, turn feedback strategies into scalable routine processes, and most importantly, improve the experiences our clients have while working with us.

Revenue Method B is the most widely used revenue method in Deltek Vision. In fairness, this is Vision’s default method for projects whose charge type is Regular. As a result, most firms use it since it’s easy to deploy and seems to work, or so we think.

How Revenue Method B Works

Revenue Method B works well when we have a time & materials project that is billed frequently. In this scenario, we have a perfect match between revenue and costs and can easily measure project performance. On the other hand, when billings and costs don’t align, measuring interim project performance becomes more challenging. Milestone billings or fixed fee projects are billed on cycles that don’t always coincide with a proper revenue accrual or as the associated costs are incurred on the project. Keep in mind that we are not matching revenues and expenses, and this can lead to unreliable financial results during the project life cycle.

For example, a project has a contract provision that calls for $10,000 to be billed at the end of month two. We complete the work in month one at a cost of $3,000 (10,000 billing rate). The financial reconciliation for this project is:

In month one, the project has no income (no billings) and incurs costs of $3,000. With Revenue Method B, the project incurs a $3,000 gross margin loss.

In month two, when the project is billed, we have the reverse situation; $10,000 Revenue and no cost, which results in a $10,000 Gross Margin profit.

So…did we make money or not?

The Results of Using Revenue Method B

From month to month, it is very difficult to assess the true profitability of the project. Therefore, we must wait until a point where billings and costs align or the project is closed. In this simple example, we can look at the end of month 2 and determine our performance. However, what if this project spans over a year or more? With Revenue Method B, we may never have a point where revenue and costs align to make an informed decision on profitability.

To accurately measure performance, a proper matching of revenue and costs is mandatory. Revenue must be earned as work is completed or as the associated costs are incurred. This is the best accounting practice, and with the impending requirement of FASB 606, will now be part of Generally Accepted Accounting Principles (GAAP).

Clearly, Revenue Method B will not work well when the earnings process does not align with the billing process. For those of us using this method, we are reporting inaccurate results to our stakeholders or making manual adjustments to accommodate for Revenue Method B’s shortcomings. Fortunately, Deltek Vision offers alternatives that will help us properly record revenue and comply with FASB 606.

FASB 606 Implications

In May 2014, FASB 606 was released and will be required by December 2018. FASB 606 will render Revenue Method B obsolete for most projects.

FASB 606 has five elements:

• Identify the contract with the client
• Identify the performance obligations in the contract
• Determine the transaction price
• Allocate the transaction price to each performance obligation
• Recognize Revenue as we satisfy the performance obligations

FASB 606 does not reference billings unless billings specifically follow the earnings process described above. Therefore, to be in compliance with this new requirement, we must abandon Revenue Method B for most of our projects.

Revenue Method B Alternatives in Deltek Vision

Stay tuned for the next chapter…User Defined Revenue Methods. We will look at how we can use Deltek Vision to create Revenue Methods that will comply with FASB 606. In the meantime, click here to learn more about FASB 606. 

As a Deltek Vision user, having the ability to access the information in your system from anywhere on any device with an internet connection can change the way you work. Good news! Deltek iAccess for Vision makes this possible. Here’s a short video to give you an introduction and a demonstration of how easy iAccess is to use.

There has been an uptick in interest recently from C-Level financial leaders to become more involved with the CRM functions within Vision. You may ask yourself why this new trend is occurring since the CRM module of Vision is for marketing and business development functions. The reason must surely be based on an informational need so that actionable decisions can be made.

CRM Information for Financial Leaders 

CRM databases are full of information to help the marketing and business development team drive new business. So, what information can provide financial leaders the insight they need to make better decisions?  

1. The Life Cycle of Projects – More often than not, a project is born during the opportunity stage. More specifically, the opportunity can trigger a promotional project and/or a resource plan. As a result, there are financial considerations that must be taken into account: 

• The numbering of both the promo project and the plan
• Determining when the pursuit trigger will need to include resources in the staffing heat map
• Figuring out the rate tables and a multiplier that are going to be used in the plan 

2. Pipeline and Backlog – A conversation that often occurs between a CFO and director of business development is about the movement of future revenue from the pipeline to soft backlog to hard backlog. This can result in some level of double counting and is especially prevalent in task ordering agreements or infinite deliver/infinite quantity (IDIQ’s). C-Level financial people need to be involved in the definition stage of how future revenue is separated and quantified.
3. Cost of Winning and Losing Work – Opportunities afford us the ability to track hit rates. These are metrics showing win/loss ratios and can be filtered by unique attributes that are meaningful to your organization. One suggested attribute to track separately is sole source versus competitive wins. From this metric, financial managers can begin to quantify and measure the effort that goes into these wins and losses. However, this requires creating a promo project once the decision is made to bid on an opportunity.
4. Utilization – Having the fluidity to evaluate time spent on a proposal is a value add. Moreover, C-Level financial types are also aware of utilization. By moving time from a promo project to a regular type project, the time moves from non-productive to productive. When we use Vision functionality to isolate proposal time on utilization reports, it provides insight into why employees are not being productive. 

Sharing Information Firm Wide

It’s always best practice to share important firm data with key individuals from all teams, but those people should also be able to find the information on their own. Like this new trend for financial leaders to learn more about using the CRM module in Vision, marketing and business development people also need to know how to access information from the financial side of Vision. Most importantly, everyone should be involved in the implementation of all Vision modules to ensure the initial setup, data structure and reports are valuable to the firm.

It wasn’t long ago that firm management took a “need-to-know” approach with sharing project performance information with staff. Today, most firms have changed their attitude about access to project information. Firm managers want project managers to be engaged with the financial results of their projects and have taken great steps to train them to use the Deltek Vision reporting tools and dashboards. Still, project managers are intimidated and paralyzed by the information they receive.

So why are project managers not taking responsibility for their projects?

• Budgets are not easy to access or review against actual performance
• Reports are complex and rely heavily upon the accounting cycle that many project managers don’t understand
• Too much information in reports makes it difficult to focus on what is important
• Analyzing data requires pulling information into Excel for What-If scenarios
• Access to information “on-the-go” is not available 

How Can We Change This? 

Enter iAccess. The tool built for project managers to provide them the information they need at their fingertips to successfully manage projects. Even more, it’s ready to go right out of the box. Sure, that sounds too good to be true and one might wonder what you get with iAccess’ standard configuration. 

Here’s a high-level summary. An iAccess core feature that requires no configuration provides a simple project review tool that allows users to quickly review, analyze, and focus on projects needing attention. Any project accessed will appear with current contract, labor, and expense information in graphical and tabular formats at the project or lower levels. This removes the need of having complicated reports and performing What-If scenarios. 

Can iAccess Do More? 

iAccess, like Deltek Vision has the flexibility to meet the different and complex needs of each individual firm. From simple custom configuration of reports to in-depth configuration of projects, iAccess provides the same information that’s stored within Deltek Vision to project managers from anywhere they have an internet connection.   

With just some minimal configuration, project managers can use iAccess as a comprehensive project management tool from the beginning of the project through closeout by using the planning functionality. Starting with an original budget, project managers can interact with their projects as needed to review actual data and then provide estimates of additional effort required to complete the project. 

Stay Connected with iAccess 

The real-time connection to your Deltek Vision database and the mobile accessibility of the iAccess tool may be the missing link in motivating your project managers to take more control over their project financial management responsibilities. The use of iAccess allows them to absorb data in a friendly format while creating a platform for predictive information entry and sharing across the firm. Stop giving project managers an easy excuse for not taking responsibility.

Spend Management is a popular term, but what is it really? Spend Management can encompass anything from procurement, supply chain management, expense control, outsourcing and more. For most businesses, managing spending may not seem to provide a competitive advantage nor differentiate them from the competition. While this task doesn’t directly drive revenue, figuring out how to better manage and control your travel costs, expenses and invoicing does provide significant business value.

So, what exactly does a good Spend Management strategy need to accomplish? It should:

• Simplify accounts payable (AP) workflows
• Enhance the end user experience
• Encourage mobility in the AP process
• Improve compliance levels
• Provide increased insight into spending
• Allow for visibility of expenses before they are incurred

What Can All This Do for Your Firm?

Spend Management will lower your capital expense profile, increase employee productivity, lower costs for managing operational functions and drive new capabilities that have a direct impact on business performance. Accomplishing these goals allows your firm to continue to compete in this hypercompetitive environment that continually rewards sustained agility.

Organizations typically start with a manual process for managing purchasing, expense reports, and invoice management. As the company grows in size and complexity, workarounds like spreadsheets and physical reconciliation are simply no longer efficient and directly impact the further ability to grow and manage spending.

According to an IDC study (Document #US42246116 © 2017 IDC), implementing effective strategies can result in:

• 68% less time processing invoices
• Improving company procurement compliance by up to 14%
• Increasing productivity by an average of 11% using mobile/OCR management tools
• Reducing IT staff time to manage spend by 29%

How to Evaluate Solutions to Help Your Firm with Spend Management?

There are many factors to consider when evaluating a Spend Management solution. Here are some key things to contemplate:

• Business ready: Solutions must be able to scale to accommodate your firm now and in the future, and must automatically link into existing accounting and ERP systems. These are secure, cloud-based solutions that fit within the CIO’s IT policy framework, are cost-effective and easy to deploy across the organization.
• Business Intelligence: These solutions must be capable of providing greater business performance visibility and driving smarter decision-making. With a solution that offers more than automation, executives are armed with the insights to identify business opportunities that never existed before. What used to take days or weeks can now take hours.
• Complete visibility: Encompassing all areas of spend in one solution, including travel costs, expenses and invoice management, is ideal. If you only see a piece of the puzzle, it is virtually impossible to view the entire picture. With solutions that can integrate all of the data and incorporate your firm’s spend management regulations, you can ensure there is maximum compliance and have the easiest adoption across the company with only one solution to learn.
• End-user adoptability: As better financial performance rests with reducing accounts receivable turnover and achieving greater efficiency in cash flow management, businesses need to ensure that finance and accounting staff, as well as their employees, are able to quickly and accurately execute a modern, mobile process. When end users are satisfied and are able to employ solutions anywhere and anytime, this results in faster and increased adoption of the solutions and increased financial performance.

The best systems provide better visibility and insight into non-PO spend, P-card spend, and corporate card spend as well as meet employees where they are. They allow for visibility into spend before the money has been spent (PO management) and follow through to auditing with full details completely integrated into your firm’s ERP system. They also can incorporate all of these areas of spend into one solution so it’s easy to quantify spend across all areas.

Gain Control of Your Spend Management

Expectations and demands for employees, especially finance staff, have never been higher. The cost of lower productivity, employee turnover, and inefficient financial operations is now even more critical to a firm’s success and must be addressed. Employees require mobile, efficient solutions to increase their overall satisfaction and productivity. With increased industry compliance regulations, accurate reporting is now a necessity instead of a luxury. Now is the time to get control with a Spend Management solution.

“I can’t find anything in our CRM system.”

“Our CRM system isn’t user friendly.”

“Our CRM system doesn’t provide me the data I need.”

The statements above can apply to any Client Relationship Management (CRM) system. Yep, you heard me right. These comments are shared with me daily by prospects and clients alike. These complaints may seem valid, but the truth behind why your CRM system sucks is much harder to swallow and admit. Deep down inside, you know the real reasons. Today I’m going to share with you why your CRM system doesn’t work and what you can do about it.

The main reason why CRM implementations usually fail isn’t because of the system, it’s because of you. I told you this was going to be hard to swallow. A CRM system is meant to provide a place to house all of the important information about your clients and opportunities. However, many firms purchase a CRM system thinking it will miraculously do the work for them with no effort required. 

A CRM system can work for you, but not if you haven’t set it up or implemented it with forethought. More importantly, it can’t work for you if you don’t actually touch or use it. So stop pointing your finger at the CRM system and placing the blame. As the saying goes, when you point one finger, there are three fingers pointing back at you. 

If you want a successful CRM implementation, here are some things to consider. 

Stop Focusing on the Wrong Things about Your CRM 

Your CRM system should focus on a few reports to make sure sales people are generating business for your firm. Each of those reports need to be automatically sent to you at the same time every week, month or quarter. As a Sales Manager, you need to know: 

1. Do we have enough pipeline?
2. What opportunities require follow-up?
3. How are we getting new deals?
4. Why are we losing deals?
5. Who previously spoke with the client?

No system in the world can save you if you haven’t set up a way of monitoring these core activities. No bells and whistles of a new system will accomplish this essential task. Stop whining and making excuses. The fact is, if you don’t have these key reports, you haven’t established your processes. Take a step back and identify what really matters first.

Whip It! Whip it Good!

Every system needs someone dedicated to managing it. In the AEC industry, QA/QC is a must with projects to avoid potential failure. Your CRM system is no different. Make sure each area of the system has someone that “owns” it to ensure there is integrity with the data. Give these people some whipping power! Management must stand behind them, it is expected that everyone will update their own clients, contacts and opportunities. Above all, these system “owners” should know the system inside and out and take full responsibility for its success.

Making Excuses, Excuses, Excuses

Firms that are successful at CRM make it a part of their culture. It’s not an option to use the system, but rather a requirement. Don’t let excuses stop your team from using the system. Provide them training and support to learn the system and expect in return that employees use the system as designed. Anyone can find a reason why they can’t or won’t. However, accepting excuses won’t provide your firm the information needed to make informed decisions about sales pursuits.

Don’t Let Your CRM Suck

So what are you going to do? Are you going to keep making excuses and blaming the system or are you going to take the necessary steps to whip your system into shape? We at Full Sail Partners are available to help firms successfully implement their CRM. We expect all of our employees to practice what we preach and will work hard with you to ensure that your CRM no longer sucks.

Within Deltek Vision lies a very handy tool, which enables a firm to have multi-company functionality. However, the benefits of this multi-company functionality feature seem to elude many firms that would greatly appreciate its capabilities. So let’s talk in detail about multi-company functionality and the why, when and how firms should use this fantastic feature.

Intro into Deltek Vision Multi-Company

Basically the need for a multi-company environment comes down to having to track a separate entity with its own tax id number in a single Deltek Vision database. Some of the scenarios that require multi-company management include:

• Banking relationships
• Investments and/or holding company requirements
• Tax reporting
• Professional licensing requirements
• Foreign country reporting requirements

Additionally, the need for intercompany billing can occur when two or more related companies make payments on behalf of the others. The most common reason for intercompany billing is the sharing of labor resources between companies that have separate payrolls and/or making vendor payments for another related company.

When a firm decides to utilize multi-company functionality, it is recommended that sub-ledgers be set up to track the due to and from, and clear intercompany balances. This creates the ability to use both the AP and AR aging reports for the intercompany balances.

Determine Internal Pricing Structure

Upon implementing multi-company functionality in Deltek Vision, firms must determine what internal pricing structure to adopt. The options are:

• Re-class only - moves the transaction to intercompany AR/AP at cost
• Project Centric - leaves the transaction on the books of the project’s company with some amount of compensation also moving to keep the loaning organization whole
• Employee Centric - moves the transaction back to the employee’s company with some amount of revenue moving back as well
• High Accountability – which uses work breakdown structure to manage transactions and point directly to the company who owns the transaction

Keep in mind, there is a lot of flexibility within the options above. Different scenarios can be created for different transaction types. Also, by order of operation, the various options can be overwritten at the individual company level or at the lowest work breakdown structure level by project.

Intercompany billing makes accounting’s job easier in regard to multi-company transactions. When transactions are made to projects not in the home company (company where the transaction is being posted), invoices and vouchers are created through a series of postings that are reflected in GLs of the respective companies. These invoices and vouchers also appear on the AR and AP aging reports noted above. Accounting can then clear the reports using standard check processing and cash receipts.

More Benefits of Multi-Company

Using Deltek Vision’s multi-company functionality provides another benefit to firms with consolidated reporting. Consolidated reporting allows a view of the performance of all the companies within the database. Consolidated groupings can represent all companies or a cross section of companies depending on the needs of company leadership. The consolidation process incorporates standard eliminations of configured control accounts as well as client-defined accounts, such as capital investments in related companies. Consolidations are “memo” entries and not posted to the GL.

A multi-company database permits each company to maintain a unique GL while still only creating one set of shared GL account numbers. Furthermore, firms can restrict GL account numbers, and other master records can be shared and/or restricted as well. Also, Vendors can be shared. However, the accounting tab is company specific for account and 1099 purposes.

In addition to the benefits mentioned above, the multi-currency function works in tandem with multi-company to allow firms to have unique GL/functional currency. This is a great feature for firms that work internationally. Lastly, the consolidation process can include GAAP compliant currency translation and a gains/losses entry.

Final Thoughts on Deltek Vision Multi-Company

Firms of all sizes can benefit in many ways by using the multi-company functionality that is part of the core capabilities in Deltek Vision. Being aware of when, why and how to use a multi-company database will help your firm make important business decisions and operate efficiently. For more information, contact Full Sail Partners here.

As the New Year starts, many people find it the perfect time to identify areas of opportunity to improve themselves. In addition to making resolutions for their personal lives, many people also focus on creating resolutions for the workplace. To support this process, our team of Deltek Vision experts at Full Sail Partners has put together a list of New Year’s Resolutions for Vision users.  

Top Resolutions for Vision Users

1. Make sure your firm is using the most current version of Deltek Vision. The latest version is 7.6 and is full of new enhancements. Learn more about Vision 7.6 in this article.
2. Clean up duplicate records in your Vision database, specifically the Vendor and Client records, to prevent billing errors and other problems.
3. Go paperless for Accounts Payable (AP) Invoice Approvals that require consultant/project manager sign-off.
4. Setup a yearly reminder for the accounting department to run the 1099 Initialization process after all AP checks have been processed for the year and before any AP checks are processed in the next year. It can be run in either period since it is not period specific. This process transfers the “Paid This Year” amount to the “Paid Last Year” field on the Miscellaneous tab in the Vendor Table Maintenance and resets all vendor “Paid This Year” values to zero.
5. Start using Revenue Generation in Vision to allow for recognizing project revenue as it is earned, matching revenue with expenses incurred to data. Without this, Vision recognizes revenue only as it is billed.
6. Stop printing reports for directors and project managers. Instead, have them use the Vision Dashboard. Custom Dashparts can be created to give each user individualized information that is relevant to them.
7. Remember to never un-post or create journal entries to control accounts. This is more about accounting best practices.
8. Login to Vision more often than timesheet completion requires and manage your timesheet frequently to avoid over or under billing clients.
9. Take the time to understand and implement standard functions in Vision such as Expense Report Approvals, using Benefits Accruals, and Account Groups for General Ledger Reporting to decrease workload.
10. Plan to attend more Full Sail Partners’ webinars to learn helpful tips and new tricks in order to fully harness the power of Deltek Vision. Check out our past webinars here.   

Do More with Deltek Vision this New Year

With each New Year comes both potential opportunities as well as challenges. Begin this New Year by following these resolutions. Do more with Vision and save your firm much wasted time.

By the way, as you are closing up last year, check out our recent article about Year-End processes for Deltek Vision users here.

Do you have a tip of your own? Comment below with your New Year’s Resolutions for other Vision Users.