Customer Impact Story

VHB: Predicting Project Success and Protecting Client Relationships with AI

For a multi-disciplinary engineering firm like VHB, a single struggling multi-million-dollar project can permanently damage a client relationship. To move from reactive problem-solving to proactive client management, they needed an early-warning system. Infused Innovations developed a custom AI model that analyzes project data and predicts its trajectory, empowering VHB to course-correct early and ensure every customer engagement is a success.

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About VHB

VHB is a leading multi-disciplinary civil engineering firm with nearly 2,000 employees across 30 office locations. They manage large-scale, high-stakes projects for major clients like state departments of transportation, where project success is paramount to maintaining the firm's sterling reputation and securing future work.

The Challenge

VHB’s leadership knew the warning signs of a project trending toward failure were hidden within their data, but they were trapped in disconnected silos: project details in their ERP, staff information in HR systems, and critical communications locked in emails. Lacking a unified view, project managers were often unaware of client dissatisfaction until it was too late to effectively intervene, putting multi-million-dollar contracts and long-term client relationships at risk.

The Solution

Infused Innovations architected an innovative machine learning solution to provide predictive insight. We built a model that ingests and correlates data from VHB’s diverse systems, including Dynamics ERP, Exchange Online, and UltiPro HR. The engine performs sentiment analysis on email communications and analyzes other key data points. This intelligence is then delivered to project manager dashboards, predicting whether an engagement is trending positive or negative.

The Results

VHB fundamentally changed its approach to client management. Project managers are empowered with a data-driven early-warning system, allowing them to proactively address issues, manage expectations, and improve the customer experience long before a project goes off track. This capability not only helps salvage at-risk projects but also strengthens client trust, enhances retention, and protects the firm’s invaluable reputation in the industry.

From Reactive Problem-Solving to Proactive Success Management

This partnership transformed VHB’s disconnected operational data into a powerful strategic asset. They now have the ability to look ahead, identify potential friction before it escalates, and steer every project toward a successful outcome, safeguarding their most important relationships.

Predictive Project Insight

The AI model provides a clear success/failure prediction at the 30% project mark, giving managers the crucial lead time needed to make a difference.

Proactive Course Correction

Armed with early warnings, project managers can intervene to manage client expectations, resolve issues, and ensure a positive outcome and strong relationship.

 

Unified Data Intelligence

Our solution breaks down data silos, correlating information from across the business to create a single, intelligent view of project and client health.

Capabilities:

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