Agencies (marketing, creative, design, dev, PR — all client-services businesses with 5-200 employees) live in the project profitability + resource utilization tension.
The dominant tools: project management (ClickUp, Asana, Monday, FunctionFox, Workamajig), time tracking + utilization (Harvest, Toggl, Float, Forecast, Mavenlink/Kantata for full PSA), client + project profitability (Mavenlink, Kantata, Mosaic, ConnectWise), and billing/invoicing (Bonsai, FreshBooks for smaller; integrated PSAs for larger).
The financial reality: agency net margin runs 5-15%, and the difference between profitable + unprofitable agencies is utilization tracking + scope management. Utilization (billable hours / total available hours) target: 60-75% for senior staff, 75-85% for junior. Without measuring it, agencies hire ahead of revenue and bleed cash.
Above 30 employees: dedicated resource manager + PSA (Kantata, Mavenlink, Mosaic) pay back fast.