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Agencies · consultants · architects · freelancers — SOW approvals on WhatsApp · retainer burn tracking · billable-hour capture · GST on services.
Client reviews SOW on WA, taps Approve. Signed record + timestamp logged automatically. Approval cycle from 8 days to under 2.
Wendesk tracks hours-burned vs contracted hours in real time. Nudge fires to client on WA at 70% and 90% burn — before overrun, not after.
Time entries auto-logged from tasks, calls, and WA threads. Monthly invoice draft generated from actuals. Industry baseline leak: 30-40% unbilled.
Generic CRMs treat consulting like a sales pipeline — they have no concept of retainers, SOW versions, billable-hour leakage, or scope-creep tracking. Wendesk's professional-services overlay models the full engagement lifecycle from inquiry to renewal.
50%+ of fixed-fee engagements overrun scope without a formal change order. Wendesk flags when tracked hours cross 85% of estimated hours and triggers a scope-review WA message to the engagement lead.
Calls, WA threads, and ad-hoc reviews go unlogged. Wendesk auto-captures time from tasks, meeting records, and WA session length — reducing unbilled hours from 35% to under 8% in the first billing cycle.
Clients discover their retainer is exhausted when the invoice arrives. Wendesk fires a WA alert at 70% and 90% burn — giving clients 2-3 weeks to top up or renegotiate before work stops.
PDF-to-email-to-reply approval chains stall projects by 8-15 days per round. Wendesk routes deliverable review to WhatsApp: client sees preview, taps Approve or leaves a comment. Median cycle drops to under 36 hours.
Without live cost-vs-revenue per project, margin surprises hit at invoice time. Wendesk's project dashboard shows live profitability: billed-to-date, cost-to-date (staff hours × rate), and forecast vs contracted value.
Most CRMs only see the lead stage. Wendesk surfaces the engagement cohort a client is in right now — from first inquiry through active retainer to renewal or churn risk — and the trend vs the prior 90-day window. Drives WA check-ins, retainer top-up nudges, and renewal campaigns.
6 custom objects ship for Professional Services. Extend further — Change Order · Expense Claim · Subcontractor · Certification · Compliance Checklist — in the admin, no code.
Client · SOW version · type (fixed-fee · T&M · retainer) · stage · profitability · team
Project · title · due-date · version · approval-status · reviewer · WA-thread-id
Client · contracted-hours/cycle · hourly-rate · start · renewal-date · auto-renewal flag
Project · version · scope-items · milestones · GST SAC · signed-doc URL · approval-timestamp
Staff · project · task-ref · date · duration · rate · invoice-status · auto-logged source
Contact · practice-type · NDA-status · DPDP-consent · retainer-value · LTV · WA opt-in
Consent at lead intake · DSR erasure on client offboarding · data-processor agreement ready
SAC code auto-mapped · RCM flag for import of services · e-invoice above ₹5 Cr
NDA version-tracked per project · IP assignment clause flagged · DocuSign / DigiLocker storage
POSH policy flag on staff · CoA / ICAI / SEBI registration fields · statutory certification reminders
Professional Services ships with five pre-built WhatsApp flows — SOW review and approval, deliverable sign-off, retainer burn alert and top-up nudge, milestone update, and post-engagement NPS with renewal prompt.
SOW PDF shared on WA with scope summary. Client taps Approve or comments inline. Version auto-incremented on change request. Signed record + timestamp logged on approval.
Deliverable preview link + context message sent on WA. Client reviews and taps Approve or Request Revision. Revision comments captured in thread; new version queued automatically.
At 70% hours burned, WA message shows current burn and remaining hours. At 90%, top-up CTA appears. Client taps to book a top-up call or pre-approve additional hours.
On milestone completion, WA update fires to client with deliverable list and next milestone ETA. Post-engagement NPS card (1-tap, 1–10) triggers renewal conversation if score ≥ 8.
<b>EN + HI from launch.</b> All flows ship in EN + HI. Tamil · Gujarati · Marathi on Pro tier — essential for CA firms, regional architects, and Tier-2 consultancies.
Industry baselines drawn from V1 professional-services cohorts — CAs, design agencies, management consultants, architects. Your numbers may vary; these are the median.
WhatsApp-native review + approve flow. Client sees SOW on WA, taps approve in-thread.
from 8-15 days baselineAuto-logging from tasks + calls + WA threads. First billing cycle improvement.
from 30-40% unbilledBurn alerts at 70% + 90% give clients 2-3 weeks to act before work stops.
from Surprise invoices → churnCost-vs-billed dashboard per project. No waiting for month-end actuals.
from Month-end onlyOnce you grant scoped access at mcp.wendesk.com, your agent can interact with your tenant data — gated by the same 3-part permission matcher as the dashboard.
// Claude calling Wendesk via MCP — log billable hours on a project POST https://mcp.wendesk.com/mcp Authorization: Bearer eyJ... { "jsonrpc": "2.0", "method": "tools/call", "params": { "name": "industry.professional-services.billable-hours.log", "arguments": { "projectId": "proj_Q2BrandAudit", "staffId": "staff_riya", "durationMinutes": 90, "taskRef": "Competitor analysis — wave 2", "source": "agent-auto" } } } // 200 OK — billable entry logged + retainer burn recalculated { "entryId": "bh_xT7mPq", "hoursLogged": 1.5, "retainerBurnPct": 73, "burnAlertFired": true, "audit": "via=mcp · client=claude-desktop" }
ICAI compliance fields, statutory deadline tracking, client trust-account handling — purpose-built for CAs and law firms.
Candidate pipeline, placement tracking, retained-search retainer billing — the agency model for talent firms.
SOW management, sprint-milestone billing, MRR tracking for technology services firms and SaaS consultancies.
Agency founders, consultants, architects, freelancers — drop your number or chat on WhatsApp. We respond within 90 minutes in English or Hindi and have your first retainer tracked same day.