With six retirement homes to operate and more being built, plus two head offices in different locations, Berwick had a complex process of vendor invoice approvals and payments. To collect the necessary signatures and approvals, the invoices had to circulate between different offices, in paper or email form. Often, several copies were made in different locations adding unnecessary redundancy and complexity. Staff had to call different offices to locate the invoices and ensure all signatures were collected. Sometimes when vendors called to inquire about payments, Berwick personnel weren’t able to locate specific invoices and had to contact other offices to track down the missing paperwork.
“We would end up having several copies of invoices in mail or email form”, says Jessa—but that still did not mean that the invoice would be easy to find when needed. “Sometimes a vendor would call and ask, ‘Where is my payment on this invoice’, and we didn’t know where the invoice was. We needed to improve our workflow process.”