Teams | Collaboration | Customer Service | Project Management

New series alert: Ops Quickies — snackable episodes on tech, tools, and systems. We're kicking off with a big question wrapped in The Clunkiest Acronym: what the heck is a PSA... or professional services automation platform? Harv explains why the name’s a problem, what this kind of platform actually does, and why service businesses need to start paying attention. If you've got any questions about ops tech, PSAs, or Scoro, drop me a message on LinkedIn. I'd love to hear from you – and might even turn it into a mini episode.

In Scoro, there are three ways to create a project plan tailored to your needs. Join us in this video as we guide you through these three options, empowering you to streamline project planning in Scoro. Option 1: Convert quoted services into tasks. Easily transform your quote into a project and start tracking time against the outlined services. Option 2: Create a detailed project plan. Utilize the Gantt chart to break high-level deliverables into smaller tasks.

Your ops might be ticking along just fine. But what if your founder got sick tomorrow? What if your top client left? What if you had to make a big decision with zero visibility on the numbers? You might not be planning to sell your agency – but you should run it like you are. Because when you adopt that mindset, you zoom out. You stop firefighting. You start building a business that runs without you.

Scoro’s real-time team performance report gathers different data points related to team members into a single view to help you easily compare them and assess how efficiently each team member’s time is being used. It can help you: Understand each person’s actual availability after factoring in time off See how each team member’s hours are booked, planned, and logged for client work Compare how the tracked hours align with the team and company-wide targets Identify issues like over-booking and over-servicing Optimize resource allocation and profitability, and many other ways.

Ops Leaders, are you unintentionally making life harder for your delivery team? Galen Low, co-founder of The Digital Project Manager and host of The Digital Project Manager podcast, joins us to flip the lens, and spotlight the real impact of operational decisions from the delivery floor up. Galen has spent years helping digital PMs thrive in chaotic environments. In this episode, he shares the signs leaders might be missing when systems break down and how to create structures that support people doing the work.

What does it really take to operate more strategically as an agency? Manish Kapur returns to The Handbook to help agency ops leaders shift from firefighting mode to future-focused thinking. If you’ve ever struggled to carve out time for the big picture while juggling the day-to-day, this episode is your playbook. Harv and Manish dig into how to run fast-paced, high-impact workshops that drive meaningful change – and how to keep momentum once priorities have been decided.

Growth is the goal for many agencies, but as your team hits certain size thresholds, your structure, systems, and workflows can start to break down. Marcel Petitpas, CEO of Parakeeto, has spent years helping agencies around the world clean up their operations, tighten up forecasting, and build financial systems that actually support scale. In this episode, Marcel shares what breaks as agencies grow, and how small optimizations can make the difference between momentum and mayhem. If your team’s growing fast, but your numbers aren’t adding up, this one’s for you.

What if you could charge more, and keep your best clients happy? Karl Sakas has spent over 20 years in agency operations and consulting, helping more than 600 agencies shift from reactive to strategic. In this episode, he joins us to break down why pricing isn’t just about numbers – it’s an ops play, and one that can define your agency’s future. Here’s what we get into: Whether you’re raising rates, tightening up scope, or exploring performance-based models, this episode is full of sharp, practical insights to help you price smarter and scale with confidence.

Your tech stack might be holding your agency back more than you think. Ryan Pearcy, founder of Digital Transformers and chartered accountant, has helped countless agencies untangle their systems and make smarter, faster decisions. He’s spent nearly 15 years helping service-based businesses clean up their systems, bringing finance, tech, and process together so leaders can make decisions based on reality.

Most agencies add value far beyond execution. They develop methodologies, frameworks, and strategic thinking that help clients make better decisions. But too often, they give that thinking away for free. Only to compete on price when it’s time for execution. Max Traylor has spent years helping agencies break this cycle. He’s an expert in packaging and selling strategy, helping agencies move from order takers to trusted advisors. In this episode, Max shares how to stop the race to the bottom and start getting paid for what you know, not just what you do.