Raising the Bar on Support: The Finance Solution Center’s White Glove Approach

White glove treatment with the FSC

Recently, the Finance Solution Center has been piloting a “White Glove” model for handling complex and sensitive issues, ensuring that schools and units receive the highest care and efficiency.

This approach is more than just providing answers—it’s about building strong connections, offering timely and proactive support, and bridging the gap between functional expertise and frontline service. Two key players in this initiative, Kellyn Morris and Dawn Wood, have been instrumental in making this vision a reality.

Focused Expertise, Real Results

Dawn and Kellyn have integrated into outreach projects with Accounts Payable (AP) to tackle two critical areas: Match Exceptions and Open Obligations. By embedding themselves into these workflows, they’ve provided hands-on support, cutting through bottlenecks and streamlining processes:

✅ Dawn has facilitated the clearing of $60 million in open obligations on purchase orders, ensuring smoother financial operations for departments across the University.

✅ Kellyn has facilitated the resolution of two-thirds of UVA's aging match exceptions, significantly improving invoice processing efficiency.

Beyond this, Kellyn has also revolutionized the service experience for international suppliers, responding to cases within two business hours—a drastic improvement that prevents delays and keeps transactions moving smoothly.

An Improvement for Stakeholders

This targeted, high-touch approach hasn’t gone unnoticed. Ryan Ellis, Accounts Payable Manager, shared how this collaboration has transformed support for AP and the Finance Solution Center:

“The White Glove Programs between AP and the Finance Solution Center have increased productivity and provided stakeholders with timely responses for solving Match Exceptions, Open Obligations, and Foreign Supplier onboarding/payments. Both teams have been able to focus on their respective roles between functional outreach and technical outreach.”

By initiating communication in Salesforce, both teams can collaborate within a single communication thread. This visibility allows AP to address system issues in Workday while the Finance Solution Center provides guidance to stakeholders on clearing holds and processing invoices. In many cases, these efforts resolve multiple issues at once, expediting workflows for all involved.

The foreign supplier onboarding process has also become far less stressful thanks to structured case routing and regular follow-ups. From navigating international policies to managing language barriers, Kellyn and the team ensure every case is followed through to completion, keeping stakeholders informed and confident throughout the process.

A New Standard for Service

The success of this White Glove approach underscores the importance of stronger connections, streamlined communication, and proactive problem-solving. Thanks to Dawn, Kellyn, and the entire Finance Solution Center team, UVAFinance is setting a new standard for service—one that’s responsive, effective, and always stakeholder-focused.