Engage
Client Engagement and Managed Services Platform
Manage the full client engagement lifecycle from onboarding through renewal with automated managed services delivery. Runbook-driven task automation, multi-stream budgets, application portfolio health scoring, auto-generated monthly and quarterly business reviews, team dashboards, license tracking, risk registers, KPI monitoring, and a customer portal for 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
Managed Services Runbooks
Define reusable runbook templates with cadence-based task scheduling. Assign templates to engagements with per-account overrides. A background scheduler automatically generates work items on the correct day for each cadence.
- Reusable runbook templates with daily, weekly, monthly, and quarterly task cadences
- Per-engagement assignment with task overrides: skip, modify frequency, change assignee, or add custom tasks
- Automatic work item generation with deduplication and checklist propagation
- Configurable assignee roles (account manager, delivery lead) with checklist sub-steps per task
Business Reviews & Reports
Auto-populated QBR sections pull data from across CITADEL. Schedule monthly or quarterly report generation with automatic draft creation, KPI scorecards, and notification to the account manager.
- Monthly and quarterly report types with configurable generation schedules
- Auto-generated drafts with work summary, task completion, and health trends
- Cross-platform data aggregation (time, support, invoices, SLA compliance)
- Customer portal for review and sign-off with full approval workflow
Team Management
Organize delivery teams across multiple engagements with cross-account dashboards. Track workload, task completion rates, hours vs budget, and upcoming deadlines from a single view.
- Cross-account team dashboards with overdue tasks, completion rates, and budget usage
- Team member workload visibility: assigned, in-progress, and completed tasks
- Team-to-engagement assignment with lead and member roles
- Per-engagement drill-down showing hours used, report status, and next license renewal
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
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
Key Capabilities
Cross-cutting capabilities built into Engage.
Work Item Tracking
Task management scoped to engagements with checklist sub-steps. Track work items with assignments, due dates, status progression, and toggleable checklists.
License & Renewal Tracking
Track software and service licenses per engagement with vendor, quantity, and cost details. Automated renewal alerts at configurable intervals (90, 60, 30, 7 days).
KPI & SLA Monitoring
Custom KPI definitions with target vs actual tracking. SLA response and resolution time monitoring with automatic breach detection and threshold alerts.
Customer Portal
Self-service portal for business review sign-off, roadmap visibility, and engagement status. Token-based authentication for external stakeholders.
Roadmap Planning
Strategic initiative planning with timelines, owners, and progress tracking. Link roadmap items to specific engagements and budget streams.
Webhook Integration
Real-time event notifications via webhooks with HMAC-SHA256 signatures for runbook, report, license, and team operations. Full audit logging across all actions.
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