Service Ops
Professional Services
Reduce time-to-value. Improve margins. Fix the Sales-to-delivery handover that quietly breaks everything else.
Standard methodology
Every project runs the same
Sales handover protocol
No context lost at kickoff
Go-live adoption gate
Value certified at handover
TTV 90 days → 45
Faster value, lower churn risk
The Reality Check
If this sounds familiar, you are in the right place.
Five signals to check for.
The Diagnostic
Five dimensions. One score.
We deploy PROACT before we ask your team a single question. Most deployment functions at Level 2 look functional from the outside. Meetings happen. Minutes get taken. But underneath, there is no clear project plan and no system catching slippage before it becomes an escalation. PROACT deploys directly into your PM tools and channels first. It captures delivery patterns, escalation risks, and customer sentiment signals before we speak to anyone. Lens then scores what PROACT surfaces across five dimensions. The lowest score is where we start.
The Maturity Model
Where does your Professional Services function sit today?
Five levels. One score. The Discovery engagement confirms where you are. The engineering phase moves you up one level. Optimizing takes you to the level after that.
Ad Hoc TTV
90+ days
No process. Every implementation was invented from scratch.
Developing TTV
60–90 days
Templates exist.
Execution varies. Projects slip unnoticed.
Defined TTV
45–60 days
Process exists on paper. Tracking is manual. Handoffs lose context.
Managed TTV
30–45 days
System is running. Partial portfolio visibility. Thin adoption.
Optimized TTV
< 30 days
Professional Services isn’t a retention engine. Handoff is a conversation.
Note: Most implementations functions sit at Level 2. That is where we start.
What We Build
The Engineer Phase
The assessment tells us what to fix. We build exactly that. What PROACT and Lens identify determines what gets built: process overhaul, new SOPs, a tool migration, or a combination. Never a packaged solution applied to a specific problem. We build inside your environment. Your team iterates with us throughout. By the time the engineer phase closes, your PMs have already been running inside the system for weeks.
The Discovery Model
We do not build and leave. We stay in the room, as operators.
From Month 5, a dedicated fwdDeploy Advisor and Ops Analyst are embedded in your deployment function. You make the decisions. We make sure you always have the right data to make them.
fwdDeploy Advisor
Strategic relationship owner
Brings benchmark data and operational judgement to every session
Monthly operating session
Quarterly business review
Escalation support on critical at-risk deployments
fwdDeploy Ops Engineer
Runs the operational engine between sessions
Your Ops team, without the headcount
Weekly portfolio health monitoring
Monthly ops pack before every session
Same-day alert on critical project risk flags
What the Ops team runs:
Deployment portfolio dashboard
updated weekly, never stale
Project health sweep
Red/Amber/Green updated, drift flagged
At-risk deployment log
live, prioritized, with context not just names
Health score calibration
recalibrated monthly against actual go-live outcomes
TTV tracking
milestone adherence monitored, slippage alerted within 48 hours
One improvement initiative per quarter
scoped,
delivered, compounding
The principle: You hired skilled deployment managers. We make sure they are working from a system
The Revenue Model
What the gaps are costing.
$25M ARR · Level 2 · TTV 84 days · Series B prep. Your numbers go in the Discover phase
Note: Directional estimates based on industry benchmarks. The Discover phase builds this model using your actual numbers
Results Timeline
What the journey looks like, from day one to a compounding deployment function.
Five stages. One outcome. Deployment moves from a bespoke effort to a managed, measurable system.
If the engineer phase does not deliver what we scoped, you leave with a fully built system, a trained team, and a live portfolio dashboard. The work belongs to your business. It does not leave with us.
The Maturity Shift
Before and after the Engineer phase
Six metrics. One programme. This is what changes inside your professional service function once the system is live.
Before
TTV
Go-live slippage
CS handoff
Portfolio visibility
Onboarding consistency
Adoption depth
After
84 days → Under 30 days
2.4× overrun → Milestone-governed
Verbal & incomplete → Structured protocol
None → Live RAG dashboard
Person-dependent → Tiered playbooks
Go-live only → Engineered enablement
Five questions. Four minutes. Your maturity score, your highest-impact gap, and an honest read on whether a conversation makes sense.
No pitch. No demo. Just a clear-eyed view of where you are.
