Delivery Apps – Project-to-Delivery process¶

Process documentation sample

Shows how I document the applications and process used to deliver professional services projects, from sold deal to billed project. It mirrors the structure of my real process documentation at Nutanix, with company-specific details made generic for confidentiality.

Item	Details
Process owner	Professional Services Operations
Systems	CRM (Salesforce), Professional services automation – PSA (Kantata), Integration platform (Boomi), ERP (NetSuite), Revenue recognition (RevPro)
Audience	Delivery managers, project managers, consultants, finance users, business analysts
Version	2.1 · Published
Approvers	Process owner, lead business analyst
Last reviewed	Quarterly

Overview¶

When a customer buys professional services – such as installation, migration or consulting – the delivery apps turn the sold services into a project, staff it, track time and milestones, and pass billing and revenue data to finance. This document explains how a services deal moves from CRM into the PSA tool and on to ERP and revenue systems.

Scope¶

In scope: project creation from a booked services order, resourcing, project execution, time and expense tracking, milestone completion, billing and revenue events.

Out of scope: pre-sales scoping (see Campaign-to-Order) and customer support cases after go-live (see Issue-to-Resolution).

Process flow¶

flowchart TD
    A[Services order booked<br/>CRM] --> B[Project created<br/>PSA]
    B --> C[Project manager<br/>assigned]
    C --> D[Resources requested<br/>and staffed]
    D --> E[Kick-off and<br/>delivery]
    E --> F[Time and expenses<br/>logged]
    F --> G{Milestone<br/>complete?}
    G -- No --> E
    G -- Yes --> H[Customer sign-off]
    H --> I[Billing event sent<br/>to ERP]
    I --> J[Revenue recognised<br/>RevPro]
    J --> K[Project closed]

Roles and responsibilities¶

Role	Responsibility
Services operations	Confirms project creation, templates and rate cards
Project manager	Plans the project, manages scope, milestones and customer sign-off
Resource manager	Matches consultants to requests based on skills and availability
Consultant	Delivers the work and logs time and expenses
Finance / revenue team	Bills milestones and recognises services revenue

Process stages¶

1. Project creation¶

When an order with services SKUs is booked in CRM, the integration platform creates a project in the PSA tool.
The project is built from a template that matches the service type, with default phases, tasks and milestones.

2. Resourcing¶

The project manager submits resource requests with role, skills, dates and hours.
The resource manager assigns named consultants and confirms the schedule.

3. Delivery and time tracking¶

Consultants log time against project tasks every week; expenses are submitted with receipts.
Project managers approve timesheets and track budget burn against the plan.

Common issue

Time logged to a closed phase is rejected. Ask the project manager to reopen the phase or move the time to the correct task.

4. Milestones and billing¶

When a milestone is complete, the customer signs off and the project manager marks it Complete.
Fixed-fee milestones and approved time and materials sync to ERP as billing events.

5. Revenue and closure¶

Revenue events flow to the revenue recognition system based on the contract's performance obligations.
When all milestones are billed, the project manager closes the project and records lessons learned.

Key data handoffs¶

From	To	Data	Trigger
CRM	PSA	Services order lines, account, contract value	Order booked
PSA	ERP	Approved time, expenses, milestone billing	Timesheet approval / milestone complete
ERP	Revenue recognition	Billing and fulfilment events	Invoice posted

Controls and KPIs¶

Utilisation – billable hours as a share of available hours
Time-to-staff – days from project creation to resources assigned
Budget variance – actual vs planned hours and cost
Milestone billing lag – days from milestone completion to invoice