Client billing questions settled from the record

What they couldn’t see

My Virtual Mate (MVM) provides dedicated virtual assistants for admin, operations, customer service, sales and specialist work. Its associates work remotely, across time zones, for clients in more than ten countries.

Clients pay for hours they never see being worked, so they need confidence that billed hours match the work delivered. MVM’s project managers need a reliable view of login and logout times, attendance and overtime to answer them. Without one shared record, a question about hours or an invoice came down to whose recollection was right.

Why they chose Time Doctor

• One record everyone can check. Every hour is tied to the associate, the engagement and the activity behind it, so a project manager can open the record and see what happened.
• Clients see their own teams. MVM’s clients log in to Time Doctor to view the associates working for them, so the hours on an invoice are hours the client can already see.
• Associates see their own data. Associates have the same view of their recorded time and activity, so conversations start from shared facts.
• Hours that run billing and pay. The hours actually worked feed both client invoices and MVM’s own pay runs, so billing and pay start from the same record.

Using regular performance insights helps us identify potential concerns early, address them proactively and ensure our team consistently delivers quality work for clients. This allows us to resolve issues before they impact client outcomes and maintain a high standard of service.”

Avleen Kaur, Recruitment Head, My Virtual Mate

Putting it to work

• Every associate, every client engagement

  Associates in the Philippines, India, Pakistan and Malaysia track their working hours with Time Doctor. Project managers see attendance, login and logout times, and activity for each engagement as the work happens.

• Overtime questions answered from the record

  When a client queries an associate’s reported overtime, the project manager compares the hours with the activity record, sees where the time went and has a fact-based conversation with the associate.

• Invoices reconciled against hours worked

  When a client questions an invoice, MVM checks the associate’s login and logout records against the hours billed. Both sides get a clear reference point.

• Concerns surface early

  Regular performance insights show attendance and work patterns while issues are still small, even with associates and project managers in different countries.

What changed

• In one recent case, a client’s overtime query was traced to its cause in under 2 hours, with no back-and-forth over whose version was right.
• A disputed invoice was reconciled against login and logout records, and the client paid.
• Client invoices and associate pay runs both start from the hours actually worked.
• Project managers review objective records rather than self-reported timesheets, across every associate and client engagement.

“Time Doctor has been a great support for us in managing our remote team. It gives us better visibility into staff availability, work patterns and productivity, helping both the company and our team maintain transparency and a clear understanding of the work being done. It also makes our invoicing and staff payroll processes much easier by allowing us to track actual hours worked and use that information for accurate client billing and pay runs. Overall, it has helped us build a more transparent, accountable and well-organised workflow while working remotely. We’ve found it valuable from both the management and staff perspectives.”

Rajat Sharma, HR Manager, My Virtual Mate

Where they go from here

MVM keeps adding client engagements on Time Doctor, with client users logging in to see the associates working for them.