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What were you previously using?
Prior to Mission Control, we were using ConnectWise PSA before moving across to Salesforce Service Cloud in 2024. While that transition gave us the opportunity to bring more of our business processes into Salesforce, we quickly realised there were still some significant gaps when it came to managing project delivery, tracking time and understanding the financial performance of our work. We had information sitting across different parts of the business, but no simple way of bringing it all together. We wanted Salesforce to become the central platform for our operations, rather than introducing another disconnected system, so we needed a project management and PSA solution that could work natively within Salesforce and give us the visibility we were missing.

What challenges were you facing before using Mission Control?
One of our biggest challenges was the lack of meaningful reporting and analytics. We had very limited visibility into what was actually happening across our projects and service delivery, which made it difficult for management to get a clear picture of performance. We needed to accurately track our engineers’ time against both cases and project work, but more importantly, we needed to understand what that effort meant commercially. Profitability was particularly difficult to assess. We wanted to be able to compare the actual cost and effort involved in delivering work against the original quotes and opportunities in Salesforce, but the information was too disconnected. There was no straightforward way to reconcile sales, delivery, time and financial data, which meant getting answers often involved piecing information together manually. Ultimately, we had a disjointed view of the business. We could see individual pieces of information, but we couldn’t easily connect the dots between what we’d sold, what our teams were delivering, how much time was being consumed and whether the work was actually profitable. We needed a much more joined-up approach.

Why did you choose Mission Control?
Mission Control stood out because it addressed the problems we already knew we needed to solve, but it also opened our eyes to capabilities we hadn’t realised were possible without making a significant investment in custom development. The fact that Mission Control is native to Salesforce was particularly important for us. Rather than introducing another standalone platform and creating yet another data silo, we could manage our project delivery within the same Salesforce environment as the rest of the business. That gave us the opportunity to connect sales, service, project delivery, time tracking and financial information much more effectively. What really impressed us was the breadth of functionality available out of the box. We initially went looking for solutions to specific problems around time tracking, reporting and profitability, but Mission Control gave us a much broader platform that we could use to improve how we manage projects and make better use of the information already sitting in Salesforce.