Custom Team, Built to Scale, Eliminates Operational Backlog for a Restaurant Brand 

Embedded within the business and built to handle volume with consistency  

About the Client

A large, U.S.-based, family-owned quick-service restaurant company operating thousands of locations nationwide.  

The business runs on a highly distributed model, requiring close coordination between corporate teams, franchise operators, and an extensive vendor network. Within this environment, the financial services organization manages high-volume receivable and payable activity that directly supports vendor relationships, franchise satisfaction, and overall brand experience. 

The Challenge 

As the business continued to grow, transaction volume and complexity increased across vendors, business units, and franchise operations. The existing operating model—built for a smaller scale—was asked to support significantly higher demand. This led to pressure in a few key areas: 

• Increasing volume with variability across vendors and workflows 

• Reliance on manual processes and inconsistent documentation across teams 

• Limited visibility into workload distribution, backlog aging, and capacity 

The system made it difficult to maintain speed and consistency at scale. As a result, financial inquiries and exceptions took longer to resolve, creating friction across internal teams and external partners. The opportunity was clear: evolve the operating model to match the scale and complexity of the business. 

The Solution

Insight Global partnered with the client to design and deploy a custom-built financial operations team structured specifically for the demands of a high-volume, distributed environment. 

Rather than layering additional resources onto existing workflows, Insight Global worked alongside the client to build a purposefully designed team model aligned to how the work actually moved across the organization. 

The team was embedded within the client’s environment and structured around distinct areas of responsibility—intake, exception handling, and resolution—allowing work to flow more consistently while maintaining quality and speed. This created clear ownership across each stage of the process and reduced variability in how work was handled. 

At the same time, Insight Global introduced standardized workflows, governance, and reporting to support the team’s execution—ensuring that performance could be measured, managed, and improved over time. 

The result was a model that reflected both the complexity of the business and the strength of the team supporting it. 

How We Changed the Game

As volume increased, the challenge was visibility, structure, and coordination. Insight Global focused on building a team that could operate with clarity at scale. By aligning roles to workflow stages and introducing consistent intake and resolution paths, the team was able to manage work more predictably, even as demand fluctuated. 

This shift created a more controlled operating rhythm: 

1. Work entered the system in a consistent way, improving prioritization 

2. Responsibilities were clearly defined, reducing friction across handoffs 

3. Performance became visible in real time, enabling more proactive management 

As the model took hold, measurable impact followed: 

• 607% increase in productivity across key performance metrics 

• Full elimination of legacy backlog, supported by a sustainable approach to managing incoming work 

• $4.98 million in recovered funds through consistent handling of financial exceptions 

• Improved speed and consistency of resolution, strengthening vendor and internal stakeholder experience 

With the right team structure in place, the organization was better equipped to keep pace with demand while maintaining a high standard of service. 

Outcomes and Impacts

The engagement helped bring the operating model in line with the scale of the business. 

• Backlog eliminated and replaced with structured intake and governance 

• Productivity increased while maintaining consistency and quality 

• Financial value recovered through improved exception handling 

• Vendor and stakeholder interactions became more predictable and efficient 

Just as importantly, the financial services group gained greater clarity into its own operations—allowing leaders to manage performance with more confidence and precision. 

The Insight Global Difference

Insight Global combines structured operating design with hands-on execution, working alongside client teams to solve complex challenges and deliver measurable outcomes. 

Rather than stopping with recommendations, Insight Global embeds within the business—building teams, aligning processes, and taking ownership of delivery in partnership with internal stakeholders. 

This approach emphasizes: 

• Team models designed around real workflows and business needs 

• Embedded delivery that strengthens—not replaces—internal capabilities 

• Clear performance visibility from the outset 

• Continuous improvement grounded in day-to-day execution 

It’s a collaborative model built to solve problems and scale with the business over time. 

How We Did It

• Embedded a dedicated team trained on financial systems, policies, and service expectations 

• Structured roles around intake, exception handling, and resolution workflows 

• Standardized processes to increase consistency across incoming work 

• Built dashboards to track volume, aging, service levels, and productivity 

• Aligned Finance, Procurement, and Operations on ownership and escalation paths 

• Developed SOPs, onboarding materials, and training to support team execution 

• Established feedback loops to identify opportunities and continuously improve performance 

Areas of Expertise

• Dedicated financial operations teams and embedded delivery models 

• Cross-functional alignment across Finance, Procurement, and Operations 

• Process standardization and workflow design 

• Backlog elimination and operational stabilization 

• Performance measurement and service-level design 

• Reporting, dashboards, and operational visibility 

• SOP development, onboarding, and workforce enablement 

Our People Approach 

Insight Global builds teams that integrate quickly and operate with clarity from the start. By combining structured workflows with practical training and support, we enable teams to perform consistently while adapting to evolving demand. This creates a strong foundation for both performance and long-term partnership. 

Ready to Elevate Your Business? 

As organizations grow, operational complexity increases alongside opportunity. Insight Global partners with clients to build aligned operating models, strengthen execution, and deliver performance at scale—with clarity, consistency, and confidence.