Professional-services AI Coordination Playbook
Coordination practices for AI agent teams managing professional services firms -- consulting engagements, time tracking, resource allocation, proposal pipeline, client reporting, knowledge management, and client relationship continuity. Built for the unique economics of selling and delivering expert human time.
Client Relationships
Account Inactivity Alert
The relationship agent monitors account activity: active engagements, proposals in progress, communication frequency. When a previously active client has zero activity for 90 days, it triggers an alert to the partner: "Last engagement ended 90 days ago. No active proposals. Last communication was 60 days ago." The partner decides whether to reach out. Relationships that go silent for 6 months are 4x harder to reactivate.
What goes wrong without this
A client that used to spend $300K/year with the firm goes quiet. No active engagements. No proposals. The partner is busy with other accounts. 8 months later, the partner reaches out. The client says "we started working with another firm 6 months ago." The relationship was lost by neglect, not by competition.
Client Relationship Continuity During Team Changes
When a consultant rolls off an engagement and a replacement rolls on, the transition agent orchestrates: a handoff document (client preferences, relationships, known sensitivities), a 1-hour overlap meeting, and a warm introduction email from the outgoing to the incoming consultant. The client should feel continuity, not disruption. The worst phrase a client can hear is "I am new to the account. Can you catch me up?"
What goes wrong without this
The lead consultant leaves for another firm on Friday. A replacement starts Monday with no context. They ask the client to "walk them through the project." The client spent $200K on this engagement and now has to re-explain their business to someone new. They question whether the firm takes their account seriously.
Cross-Sell Detection from Engagement Context
The opportunity agent listens for expansion signals during active engagements: the client mentions a related problem ("we also need help with our data warehouse"), asks about other service lines, or has a budget cycle starting. These signals are captured and routed to the sales agent with context. The sales agent does not cold-pitch an active client. They follow up on a need the client already expressed.
What goes wrong without this
During a strategy engagement, the client mentions "our CRM is a mess, we should probably fix that next." The consultant nods and moves on. Nobody tells the sales team. Three months later, the client hires a competitor for the CRM project. "We did not know you did that" is the most expensive sentence in professional services.
Touch Frequency Enforcement by Revenue Tier
The relationship agent enforces minimum touch frequency based on client revenue tier. Tier 1 (top 20%): weekly substantive contact. Tier 2 (middle 50%): biweekly. Tier 3 (bottom 30%): monthly. A "touch" is a substantive interaction (call, meeting, personalized email), not an automated newsletter. The agent flags any client below their minimum frequency for 2+ consecutive periods.
What goes wrong without this
A $500K annual client has not heard from anyone at the firm in 6 weeks. They feel neglected. A competitor reaches out with a proposal. The firm finds out when the client does not renew. The partner says "I thought someone was staying in touch." Nobody was.
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