Why More Organizations Are Back-Office Outsourcing in 2026

02.13.2026

Streamlining Financial Workflows with Accounts Payable Automation Behind every public service is a financial engine that has to run flawlessly. Every day, this large government agency touches the lives of millions, delivering vital services across health care, education, infrastructure, and beyond. With such a vast scope, efficient financial systems are critical for ensuring timely payments to all employees, vendors, and ministries. In the wake of a new enterprise resource planning (ERP) system rollout, this government agency had an opportunity to make new inroads into more streamlined processes. The Challenge: Navigating a New ERP and Complex Business Rules When the agency launched SAP—an enterprise resource planning (ERP) system known for its robust capabilities—they knew it would require thoughtful change management. With such a significant shift, the team was unsure how their accounts payable process would perform. “SAP is incredibly powerful,” says Mark Ellis, Senior Manager of Technology Services at WCD. “It touches every part of an organization, and when you implement a system like this, it often brings to light opportunities to reassess and improve existing processes.” But here’s the real challenge the agency faced: not only did cheques and financial documents need to have the correct contact and amount information applied before being sent to print or distribution, they also had thousands of unique business rules to manage the process. These rules included everything from ensuring the cheques displayed the right department logo to complying with stringent regulations—all of which needed to be done by transforming raw data into a tangible, automated output. And of course, the stakes were high, because financial documents need to be accurate, timely, and secure—no exceptions. “The agency had one employee fielding all requests,” Ellis recalls. “She was completely overwhelmed.” They needed a partner who could handle the complexity, streamline the process, and deliver results with transparency and agility. After responding to a public tender through an RFP process, WCD was awarded the contract. The Solution: Automating Data Transformation with Custom Code When WCD stepped in, they did what they do best: listened. “Our first step was to deep dive into the requirements—hundreds of pages of documentation outlining their needs,” Ellis explains. “We studied their processes carefully before identifying a path forward.” WCD’s innovative approach was led by their in-house development team. Drawing on deep technical expertise, the team custom-coded a solution that streamlined the flow of data from multiple systems, transforming it into actionable outputs. “Our developers didn’t just configure out-of-the-box tools—they built a system from the ground up,” Ellis says. “We designed a process that could take raw data, apply thousands of business rules, and generate everything from cheques to remittance statements, T4s, and employee pay slips, all tailored to unique requirements.” The team began by identifying which existing tools would meet their needs and where gaps with those tools required custom code. After coding and integrating the solution, they implemented rigorous quality control, including debugging and user acceptance testing with the team. A key step was the “parallel production” phase, where WCD ran the same data through their previous process and compared outputs side by side. “This let us catch any discrepancies and confirm our solution was ready for production,” Ellis notes. To manage the thousands of documents created each day, WCD also introduced a game-changer for the agency: a live dashboard. “This wasn’t just a tool for us to monitor processes internally,” Ellis says. “It became a real-time intelligence hub. We could track the status of every file, handle emergency cheque runs in minutes, and ensure everything was on time and accurate.” Once validated, the system went live, supported by WCD for ongoing maintenance and enhancements. This system not only ensured compliance with complex rules but also streamlined their entire workflow, enabling faster processing and distribution of both physical documents via Canada Post and digital documents via email. WCD also worked with them to establish processes that reduce paper usage by steering more vendors toward electronic statements—enhancing sustainability and efficiency while reducing print spend. The Impact: Collaboration That Delivers Results The impact of WCD’s work was immediate. Service-level agreements were met, meaning people got paid accurately and on time. Emergency cheques that required processing in under two hours were now ready in just 10 minutes. Today, their financial systems are running smoother than ever. WCD’s solution didn’t just improve efficiency—it created a partnership built on trust and collaboration. “They were looking for a partner who could provide flexibility and responsiveness to their needs. We showed them that we could handle their data with precision, compliance, and care.” While the measurable improvements are still being documented, they now have an accounts payable process and reliable partner that’s more agile and customer-focused, helping them meet the needs of millions of citizens and local businesses each year. Ready to Modernize Your Financial Workflows? If manual processes, complex business rules, or ERP transitions are slowing your team down, WCD can help. Explore our Accounts Payable Automation solutions to see how we transform raw data into accurate, compliant, and scalable outputs.

12.19.2025

Your mailroom is sending red flags. It’s time for a digital glow-up. Some parts of corporate work have evolved seemingly overnight, yet the mailroom has stayed… stagnant. Paper arrives, someone sorts it, someone forwards it, and everyone waits for information that should already be moving. In an era of automation and hybrid work, that alone should raise a few red flags. Even if your mail volume isn’t massive, your corporate mailroom may be slowing your organization down far more than you realize. The trouble is, the inefficiencies often hide in plain sight: approvals get delayed because an envelope didn’t get opened in time, invoices go missing and rack up late fees, or documents disappear into black-hole folders with no trace of where they went—or why. A digital mailroom solves these issues by capturing, classifying, and routing documents automatically. But knowing when it’s officially time to make the switch isn’t always obvious. If any of the signs below sound familiar, your mailroom might be sending you a few red flags of its own. Let’s take a closer look. Sign #1 — Mail delays are slowing down critical business processes If documents aren’t reaching the right people fast enough, you feel it everywhere. Invoices sit unopened for days, pushing back payment cycles. HR letters wait for someone to scan and forward them. Legal notices get passed from desk to desk before they ever make it into the right workflow. These delays might seem small in isolation, but collectively they slow down the entire organization. Approvals take longer, onboarding stalls, and teams spend more time following up than actually moving work forward. A digital mailroom eliminates these bottlenecks by capturing and routing documents the moment they arrive—whether they land on paper, through email, or via a digital form. Instead of waiting hours or days, your team gets what they need in minutes, keeping business processes on schedule and reducing the risk of missed deadlines. Sign #2 — Your team spends too much time sorting, scanning, and searching If your staff is spending a surprising amount of time opening envelopes, scanning pages, renaming files, and forwarding attachments, that’s a clear sign your mailroom is working against your productivity. Manual handling creates a hidden layer of admin work that grows over time. Someone has to triage the morning mail. Someone has to scan multi-page documents. Someone has to figure out which department an attachment belongs to. And when something gets misfiled? Someone has to stop what they’re doing and go hunting for it. This is both tedious and costly. Highly skilled employees end up spending hours each week on repetitive tasks that automation can handle instantly and far more accurately. With a digital mailroom, every document follows a standardized, automated workflow from the moment it arrives. No more full inboxes, no more manual file naming, and no more “Has anyone seen this letter!?” Everything lands where it needs to go, consistently. Sign #3 — You don’t have visibility into where documents go or who’s accessing them Traditional mailrooms come with unavoidable blind spots. Once a document is opened, scanned, or passed along, it becomes difficult to track who handled it, where it was stored, or whether it reached the right person at all. And when something goes missing? There’s usually no easy way to retrace its steps. This lack of visibility creates real risks for organizations that handle sensitive information. Compliance teams have limited insight, leaders can’t answer simple questions about document status, and employees waste time searching shared drives, email chains, or physical folders for files that should be easy to find. A digital mailroom closes these gaps. Every document is captured, logged, and tracked from intake to delivery. Access is permission-based, actions are timestamped, and full audit trails make reporting straightforward. If someone needs to know where a document is—or who last viewed it—the answer is just a click away. This is visibility for the sake of privacy, accuracy, and operational accountability. Sign #4 — Hybrid work has made your existing process unmanageable Physical mail was designed for a workplace where everyone sat under one roof. In a hybrid environment, that model breaks down quickly. Documents meant for remote or off-site staff sit at headquarters waiting to be opened, scanned, or forwarded, slowing down routine workflows and delaying decisions. Teams end up creating workarounds—couriers, emailed scans, shared-drive folders—but these solutions still rely on someone being physically present and manually managing the flow of information. The result is a patchwork process that adds effort without adding efficiency. A digital mailroom eliminates these friction points by capturing and routing documents electronically the moment they arrive. Employees receive what they need securely from anywhere, without delays or extra steps. In a hybrid world, this level of accessibility is the new baseline for keeping work moving. Sign #5 — Costs are rising, and not where they should be Mail may seem inexpensive, but the hidden costs add up quickly. Manual sorting, scanning, and couriering take time, and that time often comes from skilled employees who have far more valuable work to do. Add in recurring expenses like offsite storage, paper handling, and physical filing, and the true cost of the mailroom becomes much higher than it appears on paper. These inefficiencies also create downstream financial impacts. Slow invoice processing can affect cash flow.Delayed approvals can hold up projectsMissing documents can lead to compliance issues or costly rework. Essentially, what feels like a small administrative gap often creates ripple effects across the organization. Digitizing the mailroom turns these unpredictable, labour-heavy costs into a streamlined, automated process. By replacing manual handling with instant capture and routing, your organization can reduce operating expenses, free up staff capacity, and move closer to its sustainability goals. How many of these signs feel familiar? If even one of these challenges shows up in your day-to-day operations, your mailroom is likely creating more friction than value. And honestly, most organizations don’t even realize it until they compare their existing process to what a modern, automated workflow can do. So, what exactly is a digital mailroom? To keep it simple, a digital mailroom: Captures every document at the source, whether it arrives on paper, by email, or through a digital formUses AI to classify and extract key information, turning raw documents into structured, searchable dataRoutes each item automatically to the right team, person, or business system—no scanning queues or forwarding chainsProvides full visibility and audit trails so you always know where documents are and who has accessed themSupports hybrid teams with secure, anywhere access to informationReduces manual effort and operational costs, freeing staff to focus on higher-value work If you want a deeper dive into the mechanics, check out this article on how digital mailrooms work. Ready to bring more speed, structure, and visibility to your mailroom? 📩 Modernizing your mailroom could mean removing one of the last hidden bottlenecks in your operational workflow. When documents move instantly, securely, and with full traceability, the impact shows up everywhere. WCD’s Managed Digital Mailroom, powered by Ondox™, brings all of this together in a turnkey service that gets your organization up and running in as little as five days. We handle the intake, automation rules, monitoring, and daily operations, so your mailroom becomes a seamless, self-running part of your business. If you’re ready to see what digitizing your mailroom could unlock, here are a few ways to take the next step: Explore WCD’s Managed Digital Mailroom servicesUse our Digital Mailroom Cost Savings Calculator to estimate your savingsBook a discovery call to see how quickly your organization can make the shift Because when your mailroom moves faster, your business does too.

12.18.2025

Innovation has never held more promise than it does today. Advances in technology, automation and AI are enabling new ways of working and new possibilities for organizations willing to embrace change. At the same time, leaders are being asked to navigate this historical time with thoughtful reflection, ensuring innovation leads to progress that is meaningful, human and sustainable. In a recent episode of C-Suite Unplugged, WCD's President and CEO, Karen Brookman, offers a grounded perspective that cuts through the noise. Her message is clear and optimistic: Real innovation is not about hype or speed alone, it is about embracing change with purpose, improving how work actually gets done, and creating better outcomes that last. Too often, innovation is framed as a dramatic leap that must happen overnight. In practice, the most successful transformations look quite different. They unfold through disciplined choices, steady progress, occasional breakthroughs, and a deep understanding of workflows, business objectives and culture. In Karen’s view, innovation is a mindset of continuous improvement, not a one-time event. Karen speaks candidly about the tension leaders face in a world moving at unprecedented speed. New technologies—including AI—are advancing quickly, and the pressure to adapt and stay relevant is real. But progress without clarity comes at a cost. When innovation outpaces people’s ability to adapt, it creates fear, burnout and resistance. "It’s one thing to say we are living in the new world of AI and we are going to move forward in that direction, but when things are moving so fast, leaders have to ask not only, 'Are we moving fast enough?’ but also, 'Are we doing it well?'" — Karen Brookman, President & CEO What Innovation Gets Wrong Most Often Innovation isn’t about novelty. New tools alone don’t create better outcomes.Speed isn’t the same as progress. Moving fast without a clear purpose often creates rework and frustration.Implementation isn’t adoption. Solutions only matter if people feel confident, capable, and supported to use them. One of the key insights from the podcast is the distinction between implementing technology and truly adopting it. Many organizations invest heavily in new systems, only to find them underused or bypassed entirely. The result isn’t transformation, it’s fatigue. Innovation that sticks must be designed with people at the centre. As technology becomes embedded in every role, a new reality is emerging: learning about technology is no longer optional. It is a shared responsibility across the organization. What Disciplined Innovation Looks Like Instead In the podcast, Karen reframes innovation as a leadership discipline. In practice, this means maintaining a long-term view aligned to clear goals, designing change around real workflows, and solving practical problems before pursuing abstract future states. It means encouraging creativity while introducing technology changes as a foundation to help people work smarter, faster and better. Disciplined innovation requires empathy. People fear change when they feel threatened or fear losing relevance. Strong leaders address this directly by creating opportunities, investing in training and helping people move toward higher-value work. Innovation succeeds when people can grow and thrive alongside it. Innovation Without Hype Requires Restraint Leaders must be willing to: Thoughtfully bridge legacy ways of working with future state possibilitiesSay no to tools that don’t serve a clear purpose or goalFocus on long-term value over short-term opticsCreate space for experimentation and learningEncourage a culture of adaptability, curiosity, and thoughtful risk-taking This approach isn’t flashy, but it builds trust. When teams see innovation as a pathway to the future, they are more engaged. When change feels purposeful and motivating, momentum follows. A More Human View of Innovation The conversation also touches on AI, not as a silver bullet, but as a tool that can contribute to a positive view of the future. Karen is optimistic about the human side of innovation and people’s ability to learn new skills, and build healthier, more rewarding and more productive workplaces. WCD’s approach to back office optimization is what real innovation, thoughtfully implemented and adopted, can achieve. Perhaps the most refreshing idea from the episode is this: innovation doesn’t have to be a disruptive moonshot to be meaningful. Some of the most powerful innovation happens behind the scenes, in the back office. By improving essential work, reducing friction, and applying automation where it truly supports people, organizations can unlock opportunities hidden within everyday operations. This is the essence of WCD’s back-office optimization: practical innovation that strengthens both the business and the people behind it. 🎧 Listen to the full conversation with Karen Brookman on C-Suite Unplugged to learn a bit about her journey in becoming the President & CEO of her family business, and hear her unpack what it takes to move forward with confidence without losing sight of the people behind the process. Listen to it online, through Apple, Spotify or wherever you listen to your favourite podcasts.