Practice 02 · Service Delivery Operations

The half of the business nobody else wires up.

Projects, resourcing, utilization and support, connected to the CRM instead of sitting beside it in a tool the team quietly stopped opening. For a services firm, this is usually the real pain.

Who it's forOps manager · Delivery lead Runs onZoho Projects · Zoho Desk · Timesheets · Client portals · WorkDrive First stepArchitecture Roadmap, from $2,500

The project tool isn't the problem. The disconnect from the CRM is.

A deal closes in the CRM. Then the real work starts somewhere else: a project tool set up two ops managers ago, timesheets in a spreadsheet, support in a shared inbox. Each one fine on its own. None of them talking to each other, or to the system that knows what was sold.

This practice wires the delivery half to the revenue half: won deal to project kickoff, hours to utilization to profitability, ticket to project to client health. One system of record from first contact to renewal, kept clean as part of the practice.

+ What actually gets built
PR

Project Operations

The delivery backbone: from won deal to kicked-off project without the two-week gap, and dashboards that say where every engagement stands.

Zoho Projects Architecture
Projects, phases, tasks and templates shaped to how you deliver, in Zoho Projects, Asana, Monday or ClickUp.
Won-Deal → Project Kickoff
The deal closes and the project exists: scope, owner, template and folders created the same hour, nothing retyped.
Project Templates & Phases
Your delivery playbook as reusable templates, so every engagement starts structured instead of copied from the last one.
Delivery Dashboards
Every active engagement on one screen: phase, health, blockers, and who is waiting on whom.
Client Status Reporting
The weekly status clients actually receive, pulled from live project data instead of written from memory.
ZP

Resourcing & Utilization

Hours, capacity and margin: who is on what, who has room, and whether the work is actually profitable.

Timesheet System
Time capture the team tolerates: inside the project tool, mobile-friendly, chased by the system instead of by a person.
Capacity Planning
Next month's load against next month's bench, visible before it becomes a staffing fire.
Utilization Reporting
Billable share by person and by team, straight from timesheets, without the month-end spreadsheet ritual.
Project Profitability
Hours against the price sold, per project, while there is still time to correct course.
Bench & Backlog View
Who frees up when, and what is waiting to start, on one screen.
DK

Support Operations

The support desk wired to delivery: tickets that know which project and client they belong to, and SLAs the system enforces.

Zoho Desk Architecture
Departments, queues, layouts and views shaped to how support actually flows, in Desk, Freshdesk or Service Hub.
SLA & Escalation Design
Response and resolution targets the system tracks and escalates on its own, not targets that live in a document.
Ticket ↔ Project Linking
Support sees the project, delivery sees the tickets, and the client stops explaining their history twice.
CSAT Capture
The satisfaction signal collected at close, logged on the account, trended over time.
Client Health Signals
Ticket volume, response breaches and sentiment rolled into one early-warning view per client.
CR

Client Experience

The client-facing layer: portals, onboarding and the file flow that makes the firm feel as organized as it is.

Client Portals
One place clients log into for status, files and requests, instead of asking by email.
Onboarding Journeys
The first ninety days systematized: kickoff, access, milestones and checkpoints, all triggered from the won deal.
Document & File Flow
Contracts, deliverables and working files organized per client and per project, with WorkDrive doing the filing.
Knowledge Base
The answers clients ask for repeatedly, published once, wired into the portal and the desk.
Renewal Handoffs
The engagement ends into a renewal conversation, not into silence: dates tracked, owners assigned, context carried.
The stack

The territory, end to end.

Every category here is one Tenhands works across, from tools implemented and integrated for working businesses to the wider field we scope against. If yours is on the table, you get a real answer on the first call. If it isn't, say so when you book. The honest answer might be a referral.

Projects & PSA
PRZoho Projects SPZoho Sprints ASAsana MMonday.com CUClickUp SMSmartsheet WWrike TWTeamwork BCBasecamp
Time, Resourcing & Capacity
PRZoho Projects timesheets ZPZoho People HHarvest TGToggl FLFloat
Support & Ticketing
DKZoho Desk FDFreshdesk HHubSpot Service Hub ZDZendesk ICIntercom
Client Portals & Collaboration
CRZoho Creator portals DKZoho Desk portals WDZoho WorkDrive SLSlack Connect TMTeams shared channels
Knowledge & Documentation
ZLZoho Learn WDZoho WorkDrive NNotion Confluence GUGuru SPSharePoint
Zoho-native, the default recommendation
Included, always

Nobody on your team has to babysit the project tool. Keeping the delivery system running, clean, and reported-on is part of the practice.

Start here

Every practice starts with the same first step.

An Architecture Roadmap of your delivery systems: what exists, what's broken, what to build, in what order. Fixed price, sized to your headcount, credited toward the build.

Start with a Roadmap → Book a call From $2,500 · credited toward your build.
Next practice: Revenue Operations → Or: AI Operations →
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