What they couldn't see was already costing them.
Walker built a queryable, unified view of account health—and found risk where none was expected.
Accounts looked healthy at one professional services firm. Project volume was steady. 91% of clients said they’d recommend the firm. But leadership wanted to know what the numbers might be missing. So Walker put the Unified Health View to work.
The upside nobody saw coming.
The Unified Health View found real money hiding inside goodwill work—before anyone had to go looking for it.
Billable hours were taking a hit.
Projects looked fine on paper. But billable hours were quietly losing ground—unbilled work had climbed to nearly 15% of total hours logged. Operational systems tracked hours and projects—separately. None of them made unbilled work visible on their own.
A full customer view, built to find risk—and opportunity.
Walker connected data across the systems already in use—including project and delivery systems. Experience data too. Claude, Databricks, Monday.com, Qualtrics, Salesforce and SAP—six systems, one connected view. And at the forefront: Walker’s queryable AI Agent. Ask a plain-language question about account risk—get an answer. Request a dashboard built to custom specs—delivered, on the spot.
Using the Agent’s visibility into timecards—the official record of work performed, aggregated by project and account—the account team traced the cause of unbilled work: quiet scope drift. Work that grew past the original ask. Requirements that were not clear enough at the start. Delivery snags along the way.
The team used that visibility to mitigate risk and grow individual client relationships. They found opportunities at the book of business level too—by industry, client size and more.
Clients evaluated for hidden risk and opportunity.
Timecard entries mapped to account health.
Projects mapped to the accounts they touched.
Don’t take our word for it.
"I'm impressed with the deeper analysis possible and the ease of doing it. This work is already making an impact and I'm excited to see how it keeps driving our business forward."
Unbilled work: cut in half.
Profit: climbing.
Utilization held. Pipeline held. Unbilled work still fell from 15% to 7.5% of total hours logged—in a single quarter. And the savings didn't cost capacity or limit growth. Sustained and scaled through the rest of the year, that's a projected $1.5M back in profit.
Projected annual profit impact.
Decrease in goodwill work.
Here's a few key players.
See more of our work.
