Client Snapshot
Industry:
Real Estate & Property Management
Location:
California, USA
Engagement Type:
Vendor Setup & Accounting Operations Support
Systems:
Yardi, Internal Ticketing System
Key Highlights
Data Accuracy:
Significant reduction in duplicate vendor records
Documentation:
Higher first-time approval rate
Processing Speed:
Faster ticket turnaround with reduced backlog
Controls:
Standardized end-to-end vendor onboarding process
Client Background
The client is a U.S.-based commercial real estate investment firm managing a portfolio of industrial and retail properties. As operations scaled, the number of vendors supporting property and corporate functions increased significantly.
Vendor onboarding became a critical accounting function, requiring validation of tax documents, insurance compliance, and accurate setup in Yardi before payments could be processed. OHI was engaged to manage the vendor onboarding lifecycle, improve data quality, and establish a structured, controlled process.
Business Challenge
The client needed a consistent and scalable vendor onboarding process that ensured data accuracy, reduced delays, and minimized compliance risks.
Duplicate Vendor Records
Vendors were created multiple times due to similar names or inactive records being overlooked.
Incomplete and Incorrect Documentation
W-9 forms and COIs often contained missing details, incorrect legal names, or incomplete information.
Unstructured Ticket Management
Duplicate tickets and unclear ownership created confusion and slowed processing.
Delayed Responses and Backlogs
Lack of follow-up discipline led to long open tickets and operational delays.
Limited Audit Visibility
Inconsistent documentation and communication made tracking and audit readiness difficult.
These issues increased the risk of duplicate payments, delayed vendor activation, and compliance gaps, making it difficult to scale operations efficiently.
OHI's Approach & Solution
Standardized Vendor Verification
- Introduced a uniform validation process for all vendor setup requests
- Verified vendor records using EIN and key identifiers
- Reactivated inactive vendors instead of creating duplicates
Documentation Quality Improvement
- Reviewed W-9s and COIs before processing
- Provided clear and specific feedback on missing or incorrect details
- Shared sample formats to improve first-time submission quality
Structured Ticket Management
- Identified and closed duplicate tickets
- Centralized communication within original request threads
- Maintained internal notes for tracking request progress
Follow-Up and Closure Discipline
- Established defined follow-up timelines for pending requests
- Sent periodic reminders to requestors
- Closed tickets with proper documentation and audit trails
Results & Impact
| KPI | Before OHI | After OHI | Impact |
|---|---|---|---|
| Vendor Records | Duplicate and inconsistent records | Standardized vendor database | Improved data accuracy |
| Documentation Quality | Frequent rejections and rework | Higher first-time approval rate | Reduced rework |
| Ticket Processing | High backlog and duplicate tickets | Structured tracking and faster resolution | Improved turnaround |
| Vendor Onboarding | Delays due to incomplete information | Faster and standardized onboarding | Higher efficiency |
| Compliance | Inconsistent validation process | Standardized verification controls | Reduced risk |
| Audit Readiness | Limited documentation visibility | Complete audit trail maintained | Stronger controls |
OHI transformed the vendor onboarding process by introducing standardized validation, structured communication, and disciplined follow-up procedures. The result was improved data accuracy, faster processing, reduced duplication, and a scalable onboarding framework supported by strong internal controls and audit-ready documentation.
“OHI quickly understood the challenges within our vendor onboarding process and introduced practical improvements that made an immediate difference. The team brought consistency to our workflows, reduced duplicate records, and helped improve both turnaround times and compliance.”
CFO
U.S.-Based Commercial Real Estate Investment Firm
Streamline vendor onboarding and improve accounting controls
Reduce duplicate records, improve compliance, and accelerate vendor setup with a standardized and scalable onboarding process.
