Client operations automation for consultancies, managed service providers, and BPO firms.
Each one is purpose-built for professional services operations rather than a generic template. They are set out in full below.
Replace manual intake spreadsheets with structured onboarding workflows that capture requirements, assign teams, and set SLAs from day one.
New-client setup in consultancies and BPO firms often relies on email chains, shared drives, and ad-hoc checklists. Critical steps are missed, compliance documents arrive late, and service delivery starts on the back foot. Without a repeatable onboarding process, every engagement carries avoidable risk.
Inconsistent intake processes
Different account managers follow different steps, leading to missing information and rework before a project can begin.
Delayed compliance checks
Data processing agreements, NDA signatures, and credit checks are chased manually, pushing back project start dates.
No single source of truth
Client details are scattered across email, CRM notes, and spreadsheets, so handovers between sales and delivery teams fail.
Lack of visibility for leadership
Senior stakeholders cannot see which clients are mid-onboarding, where bottlenecks sit, or how long intake actually takes.
Structured Onboarding Workflows
Define stage-gated processes that guide every new client through the same checklist of tasks, approvals, and document collection.
Automated Document Collection
Trigger requests for NDAs, DPAs, and credit references automatically, with reminders and escalation if deadlines are missed.
Team Assignment & Notifications
Automatically assign delivery leads, project managers, and support contacts based on service type and availability.
SLA Configuration at Intake
Capture agreed SLAs during onboarding so response and resolution targets are enforced from the first day of service.
Onboarding Dashboards
Give leadership real-time visibility into onboarding pipeline status, average time-to-live, and completion rates.
A structured intake form collects service scope, key contacts, compliance requirements, and billing details in one submission.
The workflow automatically creates tasks for NDA dispatch, DPA signing, credit checks, and any industry-specific due diligence.
Based on service type and capacity, the system assigns a delivery lead, project manager, and support contacts with notifications.
Agreed SLA targets are recorded against the client record, dashboards are activated, and the engagement moves to active service delivery.
60%
Faster Time-to-Live
Structured workflows and automated chasing cut average onboarding duration from weeks to days.
100%
Compliance at Day One
Every engagement starts with signed agreements, verified contacts, and configured SLAs in place.
3x
More Clients Onboarded per Month
Account managers handle higher volumes without additional headcount by eliminating manual admin.
Define, track, and enforce service-level agreements across every client engagement with automated timers, escalations, and live dashboards.
When SLA tracking lives in spreadsheets or email folders, breaches go unnoticed until the client complains. Service credits are paid reactively, and the operations team has no early-warning system to prevent failures before they happen.
No real-time SLA visibility
Teams only discover SLA breaches after the fact, when a client raises a complaint or a monthly report reveals missed targets.
Inconsistent measurement
Different teams track response and resolution times differently, making cross-client reporting unreliable.
Manual escalation processes
Without automated alerts, at-risk tickets rely on individuals to spot problems and escalate, which often fails under volume.
Service credit disputes
Without auditable time stamps, disagreements about whether an SLA was met become a he-said-she-said exercise.
Automated SLA Timers
Clock starts automatically when a task or ticket is created, pauses for client-wait states, and stops on resolution, with no manual tracking.
Proactive Escalation Alerts
Configurable warning thresholds notify team leads before an SLA is breached, giving time to reprioritise and respond.
Live SLA Dashboards
Real-time views show SLA compliance rates by client, service line, and team, filterable and exportable for client reviews.
Automated SLA Reporting
Schedule monthly or weekly SLA performance reports and deliver them to clients automatically, complete with breach commentary.
Flexible SLA Definitions
Define different response, update, and resolution targets per priority level, service type, or individual client contract.
Configure response, update, and resolution time targets per client, priority, and service type during onboarding or contract renewal.
When a task or ticket is created, the SLA clock starts automatically and tracks elapsed time against the agreed target.
If a task approaches its SLA limit, the system alerts the assigned team and their manager, prompting immediate action.
Compliance data is compiled into dashboards and scheduled reports, providing auditable evidence for client governance meetings.
95%+
SLA Compliance Rate
Proactive alerting and automated routing help teams consistently hit response and resolution targets.
80%
Fewer Service Credit Payouts
Early-warning escalations prevent breaches that would otherwise result in contractual penalties.
4hrs
Saved per Week on Reporting
Automated SLA reports replace the manual data gathering and formatting done before every client review.
Get end-to-end visibility into active engagements, task progress, and deliverable status across your entire professional services portfolio.
When service delivery status is locked inside individual project managers' heads or scattered across tools, leadership cannot see which engagements are on track. Problems surface late, clients receive inconsistent updates, and resource bottlenecks go unnoticed until deadlines are missed.
Fragmented delivery visibility
Each project manager uses their own tracker, making it impossible to get a portfolio-level view of delivery health.
Late identification of blockers
Issues and dependencies are only raised in weekly stand-ups, by which time they have already impacted timelines.
Inconsistent client updates
Some clients get weekly status emails, others hear nothing for weeks, damaging the firm's reputation for professionalism.
Portfolio-Level Dashboards
See every active engagement, its current stage, health status, and upcoming milestones on a single screen.
Task & Milestone Tracking
Break each engagement into tasks and milestones with owners, deadlines, and dependencies that update in real time.
Automated Blocker Alerts
When a task is overdue or a dependency is unmet, the system flags it immediately to the delivery lead and relevant stakeholders.
Scheduled Client Updates
Auto-generate and send progress summaries to clients on a cadence you define, ensuring consistent communication.
Set up phases, milestones, and task lists for each engagement using templates tailored to your service lines.
Allocate tasks to team members with deadlines and dependencies so everyone knows what is expected and when.
As tasks are completed, dashboards update automatically, giving PMs and leadership a live view of delivery health.
Overdue tasks trigger alerts, and scheduled reports keep clients informed without manual effort from delivery teams.
100%
Portfolio Visibility
Leadership sees every engagement's status in one place, with no more chasing project managers for updates.
45%
Fewer Missed Deadlines
Automated alerts surface blockers early, giving teams time to re-plan before deadlines slip.
5hrs
Saved per PM per Week
Automated status reporting and dashboard-driven stand-ups eliminate manual update preparation.
Balance workloads, prevent over-allocation, and match the right skills to the right engagements with centralised resource management.
Without centralised visibility into who is working on what, professional services firms over-allocate top performers, under-utilise junior staff, and scramble to fill gaps when new projects land. The result is burnout, missed deadlines, and eroded profit margins.
Over-reliance on key individuals
A handful of senior consultants are stretched across too many engagements while others sit under-utilised.
No forward-looking capacity view
Managers cannot see upcoming availability, so resourcing decisions are reactive rather than planned.
Skills mismatch
Without a skills matrix linked to allocation, the wrong people are assigned to tasks, reducing quality and efficiency.
Centralised Resource Pool
Maintain a single view of every team member's current assignments, availability, and skills across all engagements.
Capacity Forecasting
See forward-looking availability by week or month so you can plan new engagements around actual capacity.
Skills-Based Matching
Tag team members with skills and certifications, then match requirements to available people when resourcing a project.
Utilisation Dashboards
Track billable vs. non-billable hours and utilisation percentages per person, team, and service line.
Over-Allocation Warnings
Receive automatic alerts when a team member is assigned beyond their available capacity threshold.
Record each team member's skills, certifications, working hours, and current assignments in one central system.
As new engagements enter the pipeline, estimate the roles and hours required and compare against available capacity.
Assign team members to engagements based on skills match and confirmed availability, with automatic conflict detection.
Use utilisation dashboards and over-allocation alerts to rebalance workloads as engagement demands shift.
20%
Improved Utilisation
Better visibility and skills matching increase the proportion of billable hours across the team.
50%
Faster Resourcing Decisions
Managers find and allocate the right person in minutes instead of circulating emails for days.
30%
Reduction in Over-Allocation
Automated warnings prevent top performers from being stretched across too many concurrent projects.
Generate, schedule, and deliver polished client reports automatically, pulling live data from your workflows without manual data gathering.
Preparing client reports typically involves pulling data from multiple systems, copying it into slide decks, and manually checking figures. This process consumes hours every week, delays delivery, and risks presenting inaccurate information to clients.
Hours spent compiling data
Account managers and delivery leads spend 3-5 hours per client per month gathering and formatting report data from disparate sources.
Inconsistent report formats
Without standardised templates, each team produces reports that look different, undermining brand consistency.
Data accuracy concerns
Manual copy-paste workflows introduce transcription errors that can embarrass the firm or trigger client disputes.
Template-Based Report Generation
Design branded report templates that pull live data from workflows, SLA timers, and task records automatically.
Scheduled Report Delivery
Set reports to generate and deliver on a weekly, monthly, or custom cadence, with no manual trigger required.
Interactive Dashboards
Give clients access to live dashboards where they can explore their data between formal reporting cycles.
Automated Email Dispatch
Reports are emailed to configured recipients on schedule, with optional PDF attachment and executive summary.
Create branded templates with placeholders for KPIs, SLA data, task summaries, and commentary fields.
Connect each placeholder to the relevant workflow data: SLA compliance, ticket volumes, milestone progress, and more.
Set the generation frequency and define which contacts at the client receive the report, including optional CC recipients.
Reports generate automatically. An optional review step lets your team add commentary before the system dispatches the final version.
80%
Less Time on Reporting
Automated data pull and template generation slash the hours spent preparing client reports each month.
100%
Report Consistency
Every client receives a professionally branded report in the same format, on time, every cycle.
0
Manual Data Errors
Reports pull directly from live workflow data, eliminating the transcription mistakes caused by copy-paste.
Track every client contract from draft to renewal with automated reminders, version control, and a complete audit trail.
Professional services firms juggle dozens or hundreds of client contracts, each with different terms, renewal dates, and obligations. When these live in email attachments and shared drives, renewals are missed, outdated terms are referenced, and revenue walks out the door.
Missed renewal dates
Without proactive reminders, contracts auto-renew on unfavourable terms or lapse entirely, causing service disruption.
Version control chaos
Multiple contract versions circulate via email, and teams reference outdated terms that no longer apply.
No central obligations register
Contractual commitments (such as review meetings, reporting deadlines, and audit rights) are buried in PDFs and forgotten.
Slow approval cycles
Contracts routed for internal approval via email get stuck in inboxes, delaying deal closure and revenue recognition.
Centralised Contract Repository
Store every contract, amendment, and supporting document in a searchable, access-controlled repository.
Renewal & Expiry Alerts
Automated reminders notify account managers well in advance of renewal dates, preventing lapses and auto-renewals.
Approval Routing
Route contracts through configurable approval chains with parallel or sequential sign-off and escalation on delay.
Obligations Tracking
Extract and track contractual obligations as tasks (review meetings, reporting commitments, audit windows) with reminders.
Version Control & Audit Trail
Every edit, approval, and status change is logged, providing a complete audit trail for compliance and dispute resolution.
Upload a signed contract or draft a new one using templates. Key metadata (parties, value, dates) is captured at intake.
The contract flows through your configured approval chain. Approvers are notified, and delays trigger automatic escalation.
Contractual commitments are extracted and converted into tracked tasks with owners and deadlines.
As renewal dates approach, the system alerts account managers and triggers the renewal or renegotiation workflow.
100%
Renewal Visibility
Every contract's renewal date is tracked with automated alerts, eliminating missed renewals.
60%
Faster Approval Cycles
Automated routing and escalation cut the time contracts spend waiting for internal sign-off.
0
Outdated Terms Referenced
Version control ensures teams always work from the latest signed version of every agreement.
Run outsourced operations at scale with configurable workflows, client-specific process rules, and real-time performance visibility.
BPO firms must deliver consistent, auditable processes for multiple clients, each with unique requirements. When operations are managed through generic tools and manual handoffs, quality drops, compliance gaps appear, and scaling to new clients means hiring more supervisors.
Client-specific processes in generic tools
Teams force-fit different clients' requirements into one-size-fits-all systems, causing workarounds and errors.
Quality inconsistency at scale
As headcount grows, maintaining consistent output quality across shifts and teams becomes increasingly difficult.
Limited audit readiness
Clients and regulators expect detailed process evidence. Manual operations leave gaps in the audit trail.
High supervisor-to-agent ratios
Without automated quality checks and routing, supervisors spend most of their time reviewing work instead of managing exceptions.
Client-Specific Workflow Configuration
Build and maintain distinct workflows per client contract, each with their own rules, templates, and quality checks.
Automated Task Routing
Route work items to the right team or individual based on skill, availability, and client-specific assignment rules.
Built-In Quality Assurance
Embed QA checkpoints into workflows so a percentage of completed work is automatically flagged for supervisor review.
Complete Audit Trail
Every action, decision, and data change is logged with timestamps and user IDs, ready for client or regulatory audit.
Operational Performance Dashboards
Real-time metrics on throughput, cycle time, error rates, and agent productivity, filterable by client and team.
Use the workflow builder to define the client's specific process steps, routing rules, templates, and QA requirements.
Incoming work items are automatically classified and routed to the right team or individual based on configured rules.
Agents follow structured workflows with prompts, validations, and required fields that enforce process compliance.
Supervisors review flagged items, dashboards highlight bottlenecks, and continuous improvement is driven by real data.
40%
Higher Agent Productivity
Automated routing and guided workflows reduce time spent on admin, letting agents focus on value-adding tasks.
3x
Faster Client Onboarding
New client processes are configured through workflow templates rather than built from scratch.
100%
Audit-Ready Operations
Complete audit trails and embedded QA ensure every process is evidenced and compliant.
Maintain your ISMS with structured control tracking, risk registers, audit scheduling, and evidence collection, all in one platform.
After the initial certification push, many professional services firms struggle to keep their Information Security Management System (ISMS) current. Controls are documented in spreadsheets, risk reviews are overdue, and when the surveillance audit arrives, the team scrambles to gather evidence.
Spreadsheet-based ISMS
Controls, risks, and evidence are tracked in static spreadsheets that quickly become outdated and are difficult to audit.
Overdue risk reviews
Without automated scheduling, risk assessments and control reviews slip past their due dates unnoticed.
Evidence collection panic
Before each audit, the team spends days gathering screenshots, logs, and sign-off records from across the business.
Lack of accountability
Control owners are defined in the ISMS document but have no system-driven reminders or tasks to keep them on track.
Control Register
Maintain a live register of all Annex A controls with ownership, implementation status, and links to supporting evidence.
Risk Register & Assessment
Record information security risks, score them by likelihood and impact, and track treatment plans with due dates.
Scheduled Reviews & Audits
Automate the scheduling of control reviews, risk reassessments, and internal audit cycles with reminders to responsible parties.
Evidence Repository
Attach and organise evidence against each control (policies, screenshots, training records) ready for auditor access.
Audit-Ready Dashboards
Show auditors a real-time view of control compliance, outstanding actions, and risk treatment progress.
Import or create your Annex A control register and information security risk register, assigning owners to each item.
Upload supporting evidence (policies, procedures, training logs, configuration screenshots) linked to relevant controls.
Set review cycles for each control and risk, and schedule internal audits. The system sends reminders as due dates approach.
Audit findings and non-conformities become tracked tasks. Corrective actions are assigned, evidenced, and closed in the workflow.
Give external auditors read-only dashboard access to review control status, evidence, and risk treatment progress.
70%
Less Audit Preparation Time
Continuous evidence collection means the ISMS is always audit-ready, eliminating last-minute scrambles.
100%
Control Review Compliance
Automated scheduling ensures every control and risk is reviewed within its required cycle.
50%
Faster Non-Conformity Resolution
Non-conformities raised during audits are tracked as workflow tasks with owners, deadlines, and escalation.
Capture billable and non-billable hours against clients, projects, and tasks with minimal friction, then turn that data into invoices and insights.
When consultants log time at the end of the week from memory, hours are under-reported, non-billable work is not categorised, and invoices do not reflect the true effort delivered. The result is revenue leakage and an incomplete picture of project profitability.
End-of-week time entry
Consultants batch-enter timesheets on Friday afternoon from memory, leading to inaccurate and under-reported hours.
No link between time and tasks
Time is logged in a standalone system disconnected from project tasks, making it impossible to see effort per deliverable.
Revenue leakage
Billable hours that are not captured or are incorrectly categorised never make it onto invoices.
Limited profitability insight
Without accurate time data by project and client, firms cannot calculate true engagement margins.
One-Click Time Capture
Start and stop timers against tasks directly within the workflow, or log time manually with a few clicks.
Client & Project Attribution
Every time entry is linked to a client, project, and task, providing granular data for billing and analysis.
Billable vs. Non-Billable Categorisation
Tag time entries as billable, non-billable, or internal, with configurable categories for detailed cost analysis.
Invoice-Ready Time Reports
Export approved timesheets grouped by client and project, formatted for direct import into your invoicing system.
Profitability Analytics
Compare actual hours against estimates and fee budgets to understand true engagement profitability.
Use in-task timers or quick manual entry to record time against the specific task, project, and client you are working on.
Each entry is tagged as billable or non-billable with a brief description, providing context for review and invoicing.
Managers review submitted timesheets, query anomalies, and approve entries for billing and reporting.
Approved time data is exported to your invoicing system and fed into profitability dashboards for financial review.
25%
More Billable Hours Captured
Real-time task-linked time entry captures work that would otherwise go unrecorded in weekly timesheets.
90%
Timesheet Compliance
Automated reminders and in-workflow timers drive timely and complete time entry across the team.
3hrs
Saved on Invoice Prep per Month
Approved time data flows directly into invoicing, eliminating manual compilation and cross-referencing.
Manage concurrent client engagements from a single platform with data isolation, cross-client dashboards, and unified reporting.
Professional services firms and managed service providers often end up with a different tool, spreadsheet, or process for each client. This fragmentation prevents leadership from seeing the bigger picture, creates duplicated effort, and makes it impossible to benchmark performance across the portfolio.
Tool sprawl per client
Teams adopt different tools for different clients, creating silos and making cross-client reporting impossible.
No portfolio-level view
Leadership cannot see aggregate performance, risk, or resource demand across all active engagements.
Data isolation concerns
When multiple clients share a system, firms worry about data leakage between client accounts.
Duplicated processes
Similar workflows are built independently for each client rather than templated and reused.
Client-Partitioned Workspaces
Each client operates in a logically isolated workspace with separate data, users, and configurations, all on one platform.
Cross-Client Dashboards
Leadership views aggregate KPIs (revenue, SLA compliance, resource utilisation) across the entire client portfolio.
Reusable Workflow Templates
Build process templates once and deploy them to new clients with client-specific configuration applied on top.
Role-Based Access Control
Granular permissions ensure team members only see the client data they are authorised to access.
Unified Reporting
Generate consolidated reports across clients or drill into individual client performance from a single reporting engine.
Provision a new client workspace with data isolation, role assignments, and client-specific branding if required.
Select from your library of process templates and configure them with client-specific rules, SLAs, and approval chains.
Teams work within their assigned client workspaces while leadership views cross-client dashboards for portfolio management.
Generate per-client and consolidated reports. Benchmark performance across clients to identify best practices and improvement opportunities.
Onboard new clients by cloning existing workspace configurations, ensuring consistency and speed as the portfolio grows.
1
Platform for All Clients
Eliminate tool sprawl by managing every client engagement from a single, configurable platform.
50%
Faster New-Client Setup
Reusable workflow templates mean new client operations are configured in days, not weeks.
360°
Portfolio Visibility
Cross-client dashboards give leadership a complete view of operational health, risk, and resource demand.
Tell us the one process causing the most pain and we will tell you whether it fits a 30-day pilot, and what the scope and fixed price would be.
