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Region
US
Industry
SaaS
Use case
Time-Tracking, Project Governance , Project Management
Before
After
When Kristen Rosenberry joined Moveworks as a Senior Professional Services Operations and Strategy Manager, she walked into a fast-scaling global PS organization that was still running on manual processes.
Moveworks, a leading enterprise AI company recently acquired by ServiceNow, supports over 5 million users globally, and their PS team was growing to match that scale. But the time tracking, approval, and utilization processes had not kept up. Kristen knew that before she could drive margin targets and utilization goals, she needed to fix the foundation first.
When Kristen joined, Moveworks was not consistently using the timesheet approval functionality. There was no structured process for managers to review time entries, which meant errors and anomalies were going unnoticed week over week. Getting managers to actually use approvals, and to know what to look for when they did, was the first hurdle.
With a global team of implementation managers and forward deployed engineers, each with different billable utilization targets, the only way to know who was falling short or overworking was at the end of the month during books balancing, by which point it was too late to course correct.
With a flex PTO policy and global holiday schedules, team members were logging time off as admin time against the internal project instead of using Rocketlane's native time off functionality. The result was inflated admin hours and deflated billable utilization, discovered only at month end.
Time was ending up in the wrong buckets, whether due to work patterns, template errors, or entries being recategorized at the point of logging. Figuring out whether time was actually billable or not, and where it should have gone, required manual investigation after the fact.
Kristen set up three policies using Rocketlane's Timesheet Governance Agent, an AI agent that lets you describe your team's rules in plain English and automatically enforces them in real time as people log time.
Instead of manually running reports and chasing down errors every week, the agent does that first pass automatically, and managers only see what needs their attention.
Kristen took a deliberate approach, anchoring each policy to a specific business goal rather than just fixing a process problem.
The goal was to ensure the team used Rocketlane's native time off functionality so that capacity data stayed accurate and billable utilization numbers were not skewed by PTO being miscategorized as admin time.
Rather than a hard block, this was set up as a soft flag so team members could still submit their timesheets. But managers reviewing approvals could now immediately see who was trending below their utilization target and why, giving them a chance to address it in the same week rather than weeks later.
This was set up as both a burnout risk signal and an error catch. Consistently working over 40 hours is a data point that should inform headcount decisions and workload balancing. It also catches accidental entry errors, like someone logging 14 hours instead of 4 on a single task.
The PTO policy has been live for a couple of months and the impact was immediate. The agent catches PTO being logged as admin time at the point of entry, eliminating the end of month investigation entirely.
"Instead of me having to go in and run a full time tracking report, dig into why admin time is so high or why the utilization looks off, I don't have to do that anymore."
Just the PTO policy alone has saved Kristen 2 to 3 hours a month in manual analysis time. Having the governance agent catch it at the source eliminated the time spent prompting, cleaning data, and verifying outputs manually.
Before the Timesheet Governance Agent, Kristen was doing historical reviews at the end of the month. By the time a utilization issue surfaced, it was already too late to fix it before reporting to executive leadership. Now the agent surfaces alerts within the same week, giving managers the chance to understand where time went and adjust before the cycle closes.
"It's still reactive, but it's reactive in the same week, not several weeks later when I'm having to report out to our executive leadership team that we missed our billable utilization target for the month. If I can rectify the why earlier in the cycle, that helps everybody win."
For Kristen, the larger goal is cost neutrality across the PS organization. Weekly visibility into utilization by role, accurate capacity data, and early burnout signals are all inputs into that goal. The Timesheet Governance Agent has made those inputs reliable and timely for the first time.
Access detailed strategies, outcomes, and best practices in our customer spotlight playbook.
Fintech / AP Automation
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