Required records
Gatestone mapped the route from an incoming request to a record finance could review. The teams agreed the information required, cut-off dates, priorities and the exceptions that needed client attention.
Bringing structure to the billing preparation queue
Gatestone provided a professional services firm with dedicated billing-preparation support, while invoice approval and financial decisions stayed with the client.
Client profileProfessional services firm
Service scopeBilling preparation and follow-up
Delivery modelManaged back-office team ↗
The challenge
Billing work waiting on information
A professional services firm was preparing recurring invoices across several client accounts. Time records, purchase-order references and billing instructions arrived from different teams. Missing details sent work back for clarification as the billing deadline approached.
Finance specialists were chasing routine information while account teams asked for status updates. The firm needed dependable processing capacity and a clear distinction between work ready for approval and work still waiting on someone else.
Gatestone’s work
Defining a complete billing record
The preparation team
Those requirements shaped the dedicated team's preparation. People were selected for accuracy, follow-through and familiarity with the tools involved. Training used the firm's procedures and sample cases, followed by supervised work and readiness checks before responsibility for a live queue.
A defined scope
The scope stayed clear: the team prepared billing records and followed up on missing information. Finance retained billing rules, invoice approval and release.
How the work changed
Giving unfinished work a next action
Missing information
During each cycle, the team checked incoming records for completeness, requested missing details and prepared finished work for approval. Exceptions were assigned to an owner with a next action, making the reason for a delay visible to colleagues reviewing the queue.
Managed delivery
Gatestone managed staffing, allocation, quality checks and daily reporting in client-approved systems. Access was limited to the assigned tasks. Questions outside the agreed procedures went to the firm's authorised finance specialists with the relevant context.
The service lead reviewed ageing work and recurring errors with the client. Upcoming billing cycles informed capacity planning, and changes to procedures were agreed before entering daily use.
What changed
Giving finance a clearer queue to review
01Approval-ready work
The engagement established a consistent preparation process, supported by a dedicated team and a visible record of outstanding work. Finance could distinguish a complete billing record from one awaiting information or an exception decision.
02Visible delays
The review covered submission before the agreed cut-off, records returned for correction and unresolved items. That kept accuracy alongside processing progress.
03Clear responsibility
The firm retained financial control while Gatestone took responsibility for the routine preparation and follow-through. A nearly complete record had a known gap, a responsible person and a next step, instead of becoming another email to trace near the deadline.
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