What Is Kestrio

Kestrio is a professional services automation (PSA) platform. It is one workspace where a services business sells work, staffs it, delivers it, approves it, bills it, and learns from it — instead of stitching together a project tool, a time tracker, a help desk, an invoicing app, and a spreadsheet.

Who Kestrio Is For

Kestrio is built for organizations that sell time and outcomes to clients:

• IT services firms and MSPs — running implementation projects and an ongoing support desk for the same clients.
• Consulting firms — where utilization, project margin, and delivery quality decide profitability.
• Agencies — running retainers and creative delivery against fixed budgets.
• Software companies — delivering implementation, onboarding, and professional services alongside a product.

What Makes Kestrio Different

Most tools in this space cover either project delivery or service management. Kestrio covers both on the same client record, so a project and a support ticket for the same account share one history, one set of rates, and one invoice.

Three principles run through the product:

1. Money facts are computed, not guessed. Time entries carry the bill and cost rates that applied when the work happened, so margin is derived from approved work rather than re-estimated later.
2. Governance is built in, not bolted on. Approvals, audit history, and role-based permissions apply across every module rather than to a favoured few.
3. One ledger. An hour logged against a task can flow through approval to an invoice line without being re-keyed into another system.

How the Product Fits Together

Kestrio is organized around three pillars.

Deliver

Winning and running client work: accounts and contacts, deals, quotes, statements of work and contracts, projects, phases, milestones, tasks, sprints, the service desk, assets, and the client portal.

People and Profit

Staffing the work and getting paid for it: resource capacity and allocations, the skills matrix, time entries and timesheets, expenses, rate cards, invoices, credit notes, and payments.

Operate

Running the firm itself: approval chains, automations, dashboards and reports, internal operations (1:1s, incident logs, performance plans), notifications, audit logs, and security controls including SSO, passkeys, and two-factor authentication.

A Typical Flow

A piece of work usually moves through Kestrio like this:

1. An account and its contacts are created or imported.
2. A sales pursuit is tracked as a deal, priced as a quote, and formalized as a statement of work or contract.
3. A project is created for the engagement, often from a template.
4. Phases, milestones, and tasks are planned; team members are allocated against their capacity.
5. The team logs time and expenses; support requests arrive as tickets against the same account.
6. Submitted work goes through approval.
7. Approved time, expenses, and milestones become invoice lines.
8. Reports and dashboards show utilization, margin, SLA attainment, and receivables.

Where Tiko Fits

Tiko is the AI copilot built into Kestrio. It searches records, summarizes work, answers questions about how to use the product, and prepares actions. Tiko proposes any write action for confirmation first — nothing is saved without approval — and it only helps with Kestrio and this organization's data.

Common Questions

Is Kestrio a project management tool? Project management is one part of it. Kestrio also covers CRM, service desk, resourcing, time, expenses, and billing, and connects them so delivery decisions carry financial consequences.

Is Kestrio a help desk? It includes a full service desk with business-hours SLAs, routing, escalation, macros, a knowledge base, and CSAT — but tied to the same client record and rates as project delivery.

Do we have to use every module? No. Modules such as agile, the service desk, and internal operations can be enabled as needed. See Settings and Administration.

Next Steps

• Kestrio User Guide — the full module-by-module guide.
• Dashboard — what to check first each day.
• Workflow Guides — step-by-step walkthroughs of common tasks.