Case Study

Service Express - Case Study

An integrated finance platform for planning and analysis


Service Express is a leading third-party maintenance (TPM) provider of hardware support for data center infrastructure focused on mission-critical server, storage, and network equipment. In addition to post-warranty maintenance, Service Express offers hardware system solutions, sales and upgrades, OS support, IT asset recovery, and data center relocation services. Founded in 1993, Service Express maintains multivendor data center equipment for hospitals, manufacturing plants, universities, financial institutions, government agencies, and other mid-to-large companies worldwide.

The Challenge: Complex spreadsheet-based processes causing budgeting delays

Service Express operates with around 25 functional budget owners who had been traditionally been producing executive reports and budgets using multiple Excel spreadsheets. Due to the complexity and unnecessary length of this process, the executives were finding issues in the spreadsheets, causing confusion and delays in the budget cycle. This drove the team to find an enterprise-wide solution that could consolidate multiple spreadsheets into a centralized performance management system that would consistently deliver dynamic reporting in a cost-effective and more efficient manner.

The Solution: A single source of truth in a unified platform

After carefully evaluating Cloud-based performance management solutions from companies that included Host Analytics, Adaptive Insights, Domo, and Board, Service Express selected the Board decision-making platform as the best solution for its budgeting needs. Service Express was particularly drawn to Board’s all-in-one Business Intelligence, Planning, and Predictive Analytics nature and the fact it was available as a Cloud-based solution that works off a central data store and provides all departments with a single source of information. Service Express is not only able to streamline budgeting and reporting processes in Board, but can also build multiple applications for its needs, from analytics to business planning.

"Board has proved to be a very powerful platform. If we can design something and think about it, we can build it in Board if we need to," comments Chad Botbyl, Senior Business Intelligence Analyst at Service Express.

The Results: Greater budgeting visibility and control, and the flexibility to expand with changing requirements

Service Express began by building a budgeting system within Board that allowed it to take the entire process out of Excel, enabling individual users throughout the company to access and work with the data. This provided Service Express with complete visibility and control over the budgeting process, enabling more efficient forecasting and business planning.

After acquiring a company a few years later, Service Express rolled out a new budgeting system within Board that could handle the significant changes to the company’s infrastructure and processes. The flexible nature of Board made it easy for Service Express to redesign and rebuild the database to handle all the new aspects of the process they hadn’t originally planned for. This included such new initiatives as an office expansion data model, headcount planning, and a budget approval queue. The FP&A team now uses a Board dashboard to track potential new office locations in conjunction with the growing customer base to evaluate, in real-time, where it makes sense to invest in new office space. Board’s interactive platform also automates revenue and headcount targets based on historical performance data, creating a realistic and achievable projection that the entire company can access and work against.

"Bringing our budgeting process into Board has been a huge time saver for our FP&A department. It's a great way for them to really monitor the budget and work towards a rolling forecast where it's not just one budget cycle. They can monitor the actions of all the users, what they're doing with the budget, and how they're tracking for the year, all in one spot," concludes Chad.