How effective is your PSA system at adding value by accurately modelling your business practices and automating your processes?

Whether you are looking for a service desk based platform, or a project one, most systems on the market will do an OK job in their core strength. However, the difference between an OK job and a great job is their ability to be configured to exactly match the way you do business, down to the lowest level.

All too often, there is a chasm between the actual use of a PSA system and the sales process that leads to the decision to buy. This is because the problem these systems are trying to solve is broad and various. Not only is there a wide range of company types that make money by selling time/expertise, but even within any specific technical vertical, commercial models and operating practices vary considerably.

Proving the solution you are considering will match your preferred way of working is a challenge all buyers face. Many buyers have not considered their operational requirements to a sufficient level of detail to even understand the right questions to ask. All too frequently, solutions are implemented with weak adoption, manual workarounds and external data analysis being required to make them operate. Thus the intended benefits of process automation can be very hard to realise in practice.

What does Harmony do that is different?

Harmony’s business architecture is built around contracts that are made up of rich product objects. This product engine generates products that drive and automate commercial and accounting actions, addressing the wide range of commercial engagement models required.

In addition, Harmony’s rich configuration supports a custom field capability where the resulting data elements are automatically adopted as first-class citizens across the application, from grid queries to customer notification rules, allowing you to define and build bespoke automations with ease.


   Why does this matter?

PSA systems require strong levels of user adoption to be effective. In turn, user adoption depends on how well adapted the platform is to the organisation’s working practices, assisting rather than impeding efficient working.

A world where the PSA platform contains, controls and manages all your data in a form that saves users’ time

A world where automations make jobs easier, reduce frustration, create opportunities

A world that Harmony creates

Getting your data model right is key to effective automation

Harmony delivers a rich core data model enhanced by the most sophisticated custom field build available. Our custom field capability is supported on all objects and contains 17 field types, including a range of object look-up fields that effectively create bespoke relationships.

These custom fields are instantly added to object screen views, relevant grids and reports, enabling them to be used to drive and populate custom notifications, filter queries for Kanban boards and pinned cards. Combine this with our WebHook integration and mature API framework and you have an unparalleled capability to adapt Harmony to suit your individual operational needs.

10 key features that ensure Harmony can support all your operational needs

1. Rich and sophisticated custom field offering, design object attributes and relationships to suit your own business model

2. Site-wide notification rules engine with data model navigator both on notification trigger rule definition and content design

3. Ability to trigger Webhooks from custom notifications to achieve bespoke integrations or call Harmony’s APIs to create/update other objects

4. Site-wide Kanban capability - build individual or team boards to present data to suit your role

5. Pin Kanban totals to your home page with instant detail data access

6. Create custom Web Forms to enable users and customers to directly create Harmony objects from other sites

7. Document templating capability allows you to create structured reports from Harmony objects

8. The most flexible and powerful product configurator in the PSA space, allowing you to sell the way you want, with auto-generated contract terms and fully described executable orders

9. Sophisticated presentation of invoices and backing sheets. Template capability allows you to present information in the format each customer needs

10. Fully exposed role designer and customer group level data security model

Harmony’s round-trip custom automation capability allows you to drive rule based object editing and creation

Take a site-wide notification infrastructure with an on-screen data model navigator, exposing all fields as tags (including custom fields); combine it with Web Hooks and over 100 published APIs and you have the capability to create your own automations, extending Harmony from a PSA into a PAAS offering (Platform As A Service).

What does this mean in practice? As a typical example, take an asset field containing a warrant expiry date and with a rule triggered 30 days ahead, use a Webhook to call a “create opportunity” API and so auto-create a sales opportunity and allocate it to the customer account manager. This is turning data into actionable objects, at just the right time.