Murdock & Associates Boosts Operating Margin by 8%

• Communication fragmentation – multiple channels (email, chat, portals) create document loss and duplicate work.
• Poor data quality on scanned documents – inconsistent layouts and low-quality scans defeat basic OCR.
• Weak vendor identity resolution – multiple variants of vendor names cause matching failures.
• Approval friction – approvals are manual, inconsistent, and often delayed.
• Lack of client transparency – clients cannot track invoice status, increasing support load.
• Reactive exception handling – alerts lack context and arrive late, creating long investigations.

These root causes were validated by tracing exceptions and interviewing staff and clients during discovery.

• One ingestion gate with conversation captures – A unified ingestion portal plus connectors for email and chat brings every document into a single case record, tagged with origin and timestamp to reduce loss and simplify dispute timelines.
• Layout aware IDP trained on Murdock invoices – An IDP model trained on the firm’s invoice corpus extracts header and line item data with confidence scores; low-confidence fields are surfaced for quick review to minimize full re-entry.
• Fuzzy vendor resolution & golden-record creation – A vendor master with fuzzy matching and a lightweight merge UI resolves identity variants and preserves source audit, improving matching and payment accuracy.
• Smart matching + rule based exceptions – Automated matching (PO Invoice GRN) combined with configurable rules routes valid invoices for posting and creates contextual exception cards for deviations, including suggested remediation steps.
• Native approval workflows & mobile approvals – Threshold based approval flows with delegation and mobile one clicks approvals reduce bottlenecks and shorten approval lead times.
• Client & vendor portals with dispute threads – Simple portals provide visibility into invoice status and allow clients/vendors to upload supporting documents directly into the exception workflow, cutting phone based queries.
• Continuous retraining & KPI feedback loop – Weekly retraining pipelines use human reviewed exceptions to improve IDP accuracy over time; operational KPIs feed prioritization for model improvement.

• STP increase (8% → 85%) – driven by improved ingestion, IDP accuracy, and smarter matching, which reduced manual touchpoints.
• Exception rate reduction (12% → 2%) – achieved through vendor master and portals that addressed identity mismatches and improved supporting document capture.
• Time to close (7 → 2 days) – reduced by faster approvals, nightly batch postings, and smaller exception queues; this enabled earlier delivery of client reporting and advisory.
• Capacity freed (2,700 hrs/month) – that time was redeployed toward advisory and client service, increasing the firm’s ability to generate higher value work.
• Advisory uplift – reallocated hours translated into a measurable increase in billable advisory hours sold through focused offerings and client outreach.

The business intelligence dashboards and data visualization services provided transparent tracking of every KPIs ensuring ongoing visibility into performance improvements and ROI realization.