SaaS transformed how software is bought, deployed, and scaled. But the way we deliver Professional Services (PS) is stuck in the past: slow, opaque, and bloated. 

It’s time for a new perspective. If your product experience is delivered through outcomes, then your services must be as well. And if done right, Professional Services don’t have to be overhead. They can be a growth accelerator for customer outcomes. 

The Disconnect Between Software Innovation and Professional Services

In the modern world, software products must deliver value immediately and repeatedly to meet long-term revenue targets and customer retention goals. And with AI pushing us toward solutions that are tailored, dynamic, and even more outcome-driven, users expect to see immediate value from their software investments.  

Professional Services have always been the linchpin between promise and performance, yet the model hasn’t evolved in 20 years. Most ISVs still depend on traditional consultancies, which are slow, opaque, and expensive. The entire Professional Services motion is mired in “big consulting bloat,” and even though ISVs and channel partners recognize the inefficiencies, they don’t have the capacity or energy to invest in building out a comprehensive PS practice.  

The PS function has traditionally been viewed as a cost center; Services are seen as a necessary evil to get software live, but not a true lever for growth. As a result, the services system is optimized for billable hours, not customer outcomes. 

Services Are More Critical Than Ever 

Tech companies are under pressure. Customers don’t want tools or subscriptions, they want results. They expect technology to just work, and they don’t have the patience for long ramp-up times or dealing with the politics of big consulting providers. 

When services lag, outcomes stall. And when outcomes stall, renewals and expansions are at risk. On the other hand, when services are fast and outcome-driven, they: 

• Accelerate time-to-value for customers, 

• Build trust and stickiness that drives renewals, and 

• Unlock new opportunities for upsell and expansion. 

In a world shifting from SaaS toward AI-driven solutions, Professional Services are the connective tissue between promise and proof. 

From Cost Center to Growth Engine 

The old model of Professional Services was built on hours billed and utilization rates. That model is already outdated. Customers don’t measure success in hours. They measure it in outcomes: 

• Did the deployment solve a business problem? 

• Did the solution scale seamlessly? 

• Did it deliver value faster than expected? 

This outcomes-first lens is what separates laggards from leaders. Services that deliver outcomes aren’t just about adoption. They actually drive business growth. 

Scaling Without Overhead: How Entelligence Fits In 

Here’s the reality most leaders face: building and scaling a world-class services team is expensive, slow, and risky. Headcount juggling, hiring delays, and channel conflicts can bog you down. 

That’s why we built the world’s first AI-powered, expert-delivered services platform. The Entelligence platform, which we affectionately call "Alex", combines agentic AI with certified human expertise to deliver services that keep pace with the evolution of software itself. The platform uses AI to scope projects in minutes, matches certified experts who deliver from day one, and ensures every deployment drives measurable outcomes. ISVs, channel leaders, and IT leaders alike can use Alex to find and procure the right consulting talent to meet their needs; skilled resources with vetted certifications who can hit the ground running against a precisely tuned and prescriptive software deployment journey map. 

The Entelligence platform helps organizations: 

• Deploy software 2X faster, at half the cost of traditional consulting models. 
  

• Expand software adoption quickly with instant services capacity. IT leaders can find and book talent to suit their projects whenever they need help. Likewise, ISVs and channel partners have fast access to white-labeled consulting resources that are available on a dime to deliver services built around their products and playbooks. 
  

• Stay outcomes-focused. Every engagement is scoped and delivered for results, not hours. 

The World is Moving Beyond SaaS 

Customers expect outcomes, not software. Professional Services are the engine that makes those outcomes possible. 

At Entelligence, we’ve been helping the world’s leading software companies deliver outcomes at scale for nearly three decades. With Alex, we’re taking that model into the future, marrying AI precision with expert execution. 

It’s time to stop treating Professional Services like overhead. Instead, let’s use the function as an accelerator for growth in the new, outcome-driven era. 

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🎙️ Entelligence Unplugged took place on November 5th, which featured a lively conversation on How Services Can Fuel Product Growth between Broadcom's Brian Martinez and Entelligence CEO Dmitry Shkliarevsky. The replay is available now!