Project & implementation management

Go-lives that don’t slip quietly. Projects your customer can see.

Run onboarding, implementations and delivery with milestones, owners, effort, delays and scope changes — on the customer’s account, with a portal where the customer follows progress themselves.

See it working

At a glance

Plan

  • Projects on the account
  • Milestone template
  • People & client POCs

Track

  • Delay activities
  • Effort activities
  • Scope creep

Govern

  • Effort approvals
  • Project reports
  • Automations

Share

  • Customer Portal
  • Notifications
  • Geofenced site tasks

Replaces: Project plans in Excel · Status-update emails and calls · Effort tracked in timesheets · Change requests lost in email

In plain words

What does project management mean here?

After a deal is signed, someone has to deliver it: set the customer up, migrate data, connect systems, train users and go live. That’s a project — a list of milestones, each with an owner, a due date and a status. Project management software keeps all of that visible, so delays are caught early and the customer always knows where things stand.

Custally projects live on the customer’s account. Delays and effort are logged as they happen, scope changes are recorded, and the customer can follow milestones in their own portal. Because the project is next to tickets and health, a slipping go-live shows up as churn risk — before the customer complains.

What it replaces

  • Project plans in Excel
  • Status-update emails and calls
  • Effort tracked in timesheets
  • Change requests lost in email

What you get instead

  • Projects on the account — One or more projects per customer, visible on the Account 360.
  • Delay activities — How long, the reason category and notes — reported across projects.
  • Effort approvals — Approval tasks for extra effort, raised and followed up by automations.
  • Customer Portal — Customers see milestones, progress and their own action items — never internal notes or effort.
Interactive demo

See Project Management working.

The real look and feel of Custally on sample data. Click through it — every reply is scripted, so nothing calls an AI or saves anything.

app.custally.com/projects/north-go-live
PM

Project · Acme Logistics

North region go-live

Progress43%
182 heffort logged
6 daysdelay
1scope change

Tip: tick a milestone, then switch to the customer’s view.

Projects: Tick milestones, then flip to the customer’s view. This is a scripted mock-up on sample data — no AI runs and nothing is saved.

Use cases

The problems it solves, the way it solves them.

Standardise every implementation

1

For Implementation & PS teams

The situation: Every project manager runs go-lives differently, so quality depends on who you get.

With Custally

  • A standard milestone template on every project, each with its own stages
  • Milestone owners and the customer’s POCs on each step
  • Files and notes kept on the milestone they belong to

Catch slippage the day it happens

2

For Delivery managers

The situation: A milestone is two weeks late and nobody said so until the steering meeting.

With Custally

  • Delay activities record how long, the reason category and notes
  • Project reports show delays across the portfolio
  • Delays show on the account timeline next to tickets and health

Control effort and scope

3

For PS leaders & finance

The situation: Projects quietly consume twice the hours that were sold.

With Custally

  • Effort activities log hours against milestones
  • Effort approvals route extra hours to the right approver
  • Scope creep is recorded as its own item, not buried in notes

End “any update?” emails

4

For Your customers

The situation: The customer chases status on email every week.

With Custally

  • Customers follow progress and their own action items in the portal
  • Shared files are downloadable there
  • Project status changes can trigger automations — email the customer, alert the team

On-site work with proof

5

For Field engineers

The situation: Installations and site visits are part of the project, but there’s no proof they happened.

With Custally

  • Geofenced tasks on the project for site visits
  • Check in from the browser at the site
  • Presence recorded on the task
Features

Everything in Project Management.

Every feature below is in the product today.

Plan

Projects on the account
One or more projects per customer, visible on the Account 360.
Milestone template
A standard set of milestones on every project, each with its own stage flow.
People & client POCs
Owners on your side and contacts on the customer’s side for each milestone.
Files
Design documents, sign-offs and training decks kept on the project.

Track

Delay activities
How long, the reason category and notes — reported across projects.
Effort activities
Hours logged against milestones with notes.
Scope creep
Change requests recorded and visible.
Tasks, notes, calls & meetings
The standard activity forms, on each milestone.

Govern

Effort approvals
Approval tasks for extra effort, raised and followed up by automations.
Project reports
Portfolio view of progress, delays and effort.
Automations
“When a project goes On Hold, alert the delivery head and create a recovery task.”
Audit trail
Every change with before and after values.

Share

Customer Portal
Customers see milestones, progress and their own action items — never internal notes or effort.
Notifications
In-app, email, Slack and Teams notifications for the team.
Geofenced site tasks
Visits checked in at the right address.
Timeline
Project events on the account’s timeline for sales and success to see.
One record

It works better because it isn’t alone.

Project Management shares one record of the customer with the rest of Custally. Here’s what that changes.

Deal ManagementA won deal is the start of the implementation project.Customer SuccessDelays and scope creep feed churn risk before go-live.Ticketing & HelpdeskTickets raised during implementation link to the milestone they block.B2B CRMClient POCs are the account’s contacts, with their full history.
By industry

How different industries use Project Management.

SaaS & softwareA standard onboarding project per new customer with milestones the customer follows in the portal.Read the example →IT services & MSPsRollouts and migrations as projects with milestones, effort logging and effort approvals.Read the example →Manufacturing & industrial equipmentInstallation and commissioning projects with milestones, client POCs and sign-off files.Read the example →Healthcare & healthtechGo-live projects with milestones, department-level client POCs, delays and effort approvals.Read the example →Banking, fintech & financial servicesOnboarding as a project with document milestones, client POCs and files.Read the example →Logistics & supply chainNew-lane or warehouse onboarding as projects.Read the example →Education & edtechCampus-by-campus rollout projects with training milestones.Read the example →Agencies & professional servicesDelivery projects with effort logging, effort approvals and scope creep records.Read the example →
FAQ

Project Management: common questions.

Is this a general-purpose project tool like a Kanban board?

It’s built for customer-facing projects — onboarding, implementations and delivery — where each project belongs to a customer account, follows a standard milestone template and is shared with the customer through the portal.

Can customers see the project?

Yes, through the Customer Portal. They see milestones, progress, their own action items and shared files. Internal notes, effort and delays stay internal.

How is effort controlled?

Effort is logged against milestones, and an automation can send extra effort to the right person as an approval task before it’s accepted.

More of the platform

Customer SuccessB2B CRMTicketing & HelpdeskDeal ManagementAll features

Stop managing activities.
Start saving customers.

See Custally with your own process: in a 30-minute session we’ll map your customer success, sales, delivery and support flow onto it — and show you which of your accounts it would flag first.

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