Why You Need Professional Services

If the product has a complex implementation and/or requires customization, companies often build a professional services capability to better serve their customers. This team may be a VP level function or roll into Client Services, depending on the organization.

Professional Services may include:

• Onboarding and implementation project management and support;
• Consulting and software customizations;
• Content creation;
• Training and education services; and
• Premium support SLAs

Some software companies try to avoid offering services, as they are higher-touch and lower-margin compared to a software subscription license. However, it is necessary depending on the business – for example, an electronic medical record software company that sells into hospitals and health care institutions. Other companies try a partnership approach, where third parties are certified to provide services as systems integrators or training providers.