Forge Consulting Grows Billable Revenue by 40%
How a 15-person IT consulting firm replaced heavyweight PSA and accounting tools with one platform — and grew billable revenue by 40% without adding headcount.
The Challenge
Forge Consulting provided managed IT services, cloud migrations, and security assessments for 60+ SMB clients. ConnectWise handled tickets and projects, QuickBooks managed billing — but billable hours were leaking everywhere.
Engineers forgot to log time, tickets sat unbilled for weeks, and the gap between time entry and invoice was a manual reconciliation nightmare. The firm was doing the work but not capturing the revenue, with an estimated 20% of billable hours going unrecorded.
- 20% of billable hours estimated to go unrecorded
- Tickets sitting unbilled for weeks due to manual handoff
- ConnectWise license costs exceeding $12K/month
- No real-time visibility into utilization or revenue per client
The Solution
Forge migrated to Dewx in four weeks, unifying ticketing, time tracking, and billing so every minute of work flows directly to an invoice.
CX Hub — Ticket Management
Support tickets with integrated time tracking that captures every minute of work automatically.
GTM Hub — Client Pipeline
Managed service proposals, contract renewals, and upsell opportunities tracked in one pipeline.
OPS Hub — Time-to-Invoice
Billable time flows directly to invoices with automated billing by contract type (hourly, fixed, retainer).
Dew AI — Ticket Triage
AI-powered ticket classification, priority assignment, and suggested resolutions from past tickets.
The Results
40%
Billable revenue growth
$12K
Monthly tool cost savings
98%
Time capture rate
2 → 1
Tools consolidated into Dewx
Timeline
Migrated client and ticket data; configured CX Hub with SLA-based routing and integrated time tracking.
Set up OPS Hub billing with contract-type automation (hourly, fixed, retainer) and invoice workflows.
Launched GTM Hub sales pipeline and Dew AI ticket triage; trained all engineers and account managers.
Billable revenue up 40%; time capture rate reached 98%; $12K/month saved on tool costs.
“We were doing the work but not billing for it. ConnectWise was so complex that engineers avoided logging time. Dewx made time tracking automatic — our capture rate went from about 80% to 98%, and revenue jumped 40% from the same client base.”
Features That Made the Difference
SLA Ticket Routing
Auto-assign tickets by priority with SLA countdown tracking.
Auto Time-to-Invoice
Billable hours flow directly into client invoices.
Contract Pipeline
Renewals and upsells tracked in one sales view.
AI Ticket Triage
Auto-classify, prioritize, and suggest resolutions.
Client Dashboard
Ticket volume, SLA compliance, and spend per client.
Utilization Tracking
Billable vs. non-billable hours per engineer.
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