At Accelo, we don’t just build an all in one platform for professional services teams, we run our business on it.
Our Professional Services (PS) team uses Accelo every day to manage client implementations, from onboarding through go-live and beyond. The same tools we offer to clients – project templates, automated workflows, integrated calendars, and time tracking – are the ones we rely on internally to stay on track, deliver efficiently, and keep clients happy.
In this behind-the-scenes look, we’re sharing how our PS team leverages Accelo for implementation project management, including daily workflows, project structure, collaboration, and a few pro tips along the way.
Client implementations require precision and predictability, especially when you’re managing multiple projects at once. That’s why our PS team builds their day around visibility and structure, powered by a few favorite features in Accelo.
Because our team spends a significant amount of time in meetings, the calendar integration is essential. PS Managers block off time for client work in their Google or Outlook calendars (e.g. “Client Name - Configuration Time”), which then syncs directly with Accelo.
Many of our team members set their Accelo home screen to the Daily Timesheet, offering a real-time view of what’s on their plate. After completing a meeting or a time block, they simply convert it into a time log and assign it to the relevant task or project, helping keep budgets accurate and work visible.
If the work wasn’t pre-blocked on the calendar, they’ll log time directly from the project screen. That way, they can review the overall budget and time remaining before entering a log, and never lose sight of the big picture.
With a team goal of maintaining 70% billable hours per quarter, utilization is a key performance metric. PS Managers (PSM) check the Utilization Dashboard weekly to stay on top of their time and review both time logs and active project statuses during weekly 1:1s with their manager. These regular checkpoints ensure accountability and help flag potential issues early.
One of the most powerful ways we streamline implementation is through project templates. For every package we sell, we’ve created a corresponding project template in Accelo, reducing manual setup and ensuring every client engagement follows a structured, repeatable path.
Each project is broken into core sections:
Tasks under "Meetings" and "Training" are scheduled individually and updated with the correct due dates once a session is booked. Meeting-related tasks include their own time budgets to match the expected duration.
If a client decides to shift focus (for example, skipping retainers and going deeper into projects), our team can quickly reallocate time budgets from one task to another. That flexibility ensures we meet client needs without losing control of our hours.
<10-profitability-essentials>
Our PS team relies on project statuses and automations to move work forward without manual overhead. Each implementation project flows through a defined set of statuses, each triggering specific actions:
Once a deal is closed, Sales creates a new project in Accelo with the “Requested” status. This notifies the PS team lead that a project is ready to be assigned.
The assigned PSM is notified automatically and schedules an internal handoff with Sales to align on goals and expectations ahead of the client kickoff call.
After the kickoff call, the status changes to “Account Setup.” Automations are triggered to:
Most of the implementation work, such as configuration, product calls, etc., happens during this phase. After each call, the PSM uses email templates to send customized follow-ups.
Once all product calls are complete, the project moves to “Training.” Whether Accelo or the client is leading these sessions, everything is outlined in the project plan.
After training wraps and the client team is actively using the system, the PSM updates the project to “Go Live.” This triggers an email with a recap of goals and achievements, and prompts the PSM to update a key internal asset with details on:
Following a final Q&A session, the project status is updated once more. This alerts leadership to schedule a post-implementation review, officially introduce the client to their Account Manager or Client Success Manager, and gather feedback to improve future implementations.
While each PSM owns their projects individually, collaboration happens where it matters most, within Accelo — which contains all the visibility and context needed to keep everyone on the same page.
If someone goes out of office, teammates can step in confidently by reviewing the project Stream, which captures every email, note, and time log. Leadership also uses the Stream to stay informed and quickly assess project health.
When a project encounters a challenge, whether it's a change in scope or an unexpected event , the PSM can flag the project using Accelo’s “Red Flag” status.
This status change triggers an automated prompt to enter key information, including:
The alert is sent to multiple internal stakeholders, ensuring visibility and rapid response. Over time, this data allows us to identify trends and make proactive changes to our implementation process, improving outcomes for all future clients.
Pro tips straight from our PS Managers:
Accelo isn’t just what we offer to clients – it’s how we deliver work ourselves. Our PS team depends on the platform to keep implementation projects on track, clients informed, and internal operations humming.
Want to learn how you can run your client engagements with the same level of clarity and control?
Book a Demo to see Accelo in action.
.png)
