Engage
Client Engagement Lifecycle Management
Manage the full client engagement lifecycle from onboarding through renewal. Multi-stream budgets, application portfolio health scoring, auto-populated Quarterly Business Reviews, roadmap planning, risk registers, KPI tracking, and a customer portal for QBR review and sign-off.
Core Features
What Engage delivers out of the box.
Engagement Lifecycle
Manage client engagements from initial onboarding through active delivery to renewal. Track multi-stream budgets, milestones, deliverables, and engagement health indicators.
- Full lifecycle: onboarding, active, renewal, archived
- Multi-stream budget tracking and allocation
- Milestone and deliverable management
- Engagement health scoring with trend indicators
Application Portfolio
Track client application landscapes with automated health scoring and trend analysis. Monitor dependencies, risks, technical debt, and modernization roadmaps.
- Application health scoring with automated assessment
- Trend analysis across assessment periods
- Dependency mapping between applications
- Risk scoring and modernization tracking
Quarterly Business Reviews
Auto-populated QBR sections pull data from across CITADEL: time entries, support tickets, SLA compliance, and financials. Customer portal allows review and sign-off.
- Auto-populated sections from CITADEL data
- Cross-platform data aggregation (time, support, invoices)
- Customer portal for QBR review and sign-off
- Historical QBR comparison and trend tracking
Roadmap & Initiatives
Plan and track strategic initiatives with timelines, owners, and progress tracking. Link roadmap items to specific engagements and budget streams.
- Initiative planning with timeline visualization
- Owner assignment and status tracking
- Budget linkage to engagement streams
- Progress tracking with milestone gates
Risk & Compliance
Maintain risk registers with severity scoring, likelihood assessment, and mitigation plans. Track maturity assessments and improvement programs.
- Risk register with severity and likelihood scoring
- Mitigation plan tracking with owners
- Maturity assessment frameworks
- Compliance checkpoint tracking
KPI Tracking
Define and monitor key performance indicators per engagement. Dashboard views show trends, targets vs actuals, and automated alerting when thresholds are breached.
- Custom KPI definitions per engagement
- Target vs actual tracking with variance
- Trend visualization across periods
- Automated threshold breach alerts
Key Capabilities
Cross-cutting capabilities built into Engage.
Work Item Tracking
Task management scoped to engagements. Track work items with assignments, due dates, and status progression.
SLA Monitoring
Response and resolution time tracking per engagement. SLA targets with automatic breach detection and alerting.
CSAT Integration
Customer satisfaction scoring per engagement. Track satisfaction trends over time and correlate with delivery metrics.
Customer Portal
Self-service portal for QBR review, roadmap visibility, and engagement status. Token-based authentication for external stakeholders.
Export & Reports
Export engagement data, QBRs, and analytics to multiple formats. Scheduled report delivery via email for stakeholder distribution.
Webhook Integration
Real-time event notifications via webhooks with HMAC-SHA256 signatures. Integrate with external project management and CRM systems.
Technical Details
Under the hood of Engage.
Explore the Suite
Engage is one of seven integrated applications in CITADEL.
Ready to Get Started with Engage?
See how CITADEL Engage can streamline your operations. Talk to the Gallantic team.
Contact Gallantic