Discover how one of the America’s largest nonprofit senior living providers partnered with RadiusPoint to eliminate operational waste, drive significant savings, and establish a new benchmark for nonprofit efficiency through a technology-enabled shared services model.
Executive Summary
HumanGood, the sixth-largest nonprofit owner and operator of senior living communities in the U.S., was grappling with a decentralized and inefficient telecom expense management process. This system created significant financial leakage, operational burdens, and service disruptions that impacted over 9,200 residents.
By partnering with RadiusPoint, HumanGood undertook a strategic transformation, leveraging the ExpenseLogic platform and a shared services model to centralize and automate its entire telecom lifecycle.
The initiative delivered transformative results, proving that strategic automation can drive immense value in the nonprofit sector.
Key Metrics at a Glance:
- $360,000 in Annual Hard-Dollar Savings (12% of total spend)
- $150,000 in Annual Labor Efficiencies (soft savings)
- 315% Average Monthly Return on Investment (ROI)
- Invoice Cycle Time Reduced from 30 Days to 5 Days
- 99.9% Invoice Processing Accuracy
The Client: A Mission-Driven Leader in Senior Living
HumanGood stands as a pillar in the nonprofit sector, dedicated to helping older adults live with purpose and joy. Operating over 100 affordable housing communities and 22 life plan communities across five states, the organization serves more than 9,200 residents. As a nonprofit, HumanGood operates with a profound sense of fiduciary responsibility.
Every dollar saved is a dollar that can be reinvested into its core mission: enhancing the quality of life for its residents.
This commitment to stewardship was the driving force behind its decision to address long-standing operational inefficiencies.
The Challenge: A Fractured System Undermining a Noble Mission
Before partnering with RadiusPoint, HumanGood’s approach to managing its vast telecom infrastructure was fragmented and manual. Lacking a centralized system, the organization faced a cascade of challenges that created a significant financial and operational drag.
1. Severe Financial Leakage: The decentralized process was rife with uncontrolled spending. Without proper oversight, unauthorized service orders were common, and inactive services often remained connected and billed for months.
The absence of a unified repository for invoices and contracts made it impossible to audit costs effectively, leading to substantial and unnecessary financial waste.
2. Crippling Operational Inefficiency: The Accounts Payable department was mired in a paper-based workflow that took 20 to 30 days to process a single telecom invoice. This involved manually chasing down data, seeking approvals, and coding invoices, a workload that consumed the equivalent of three full-time staff members.
The process was not only slow but also prone to errors, frequent delays, and misplaced invoices, creating frustration for both staff and vendors.
3. Complete Lack of Visibility: With no central database, HumanGood had no clear view of its telecom assets, services, or contractual obligations. This lack of visibility made it impossible to manage inventory, ensure compliance with vendor agreements, or make informed, data-driven decisions about its telecom spend.
4. Negative Impact on Residents and Staff: The operational shortcomings had real-world consequences. Service disruptions caused by missed or delayed payments directly impacted residents’ connectivity and well-being.
Internally, the frustrating and repetitive manual tasks led to low morale and diverted skilled finance professionals from more strategic, value-added work.
The Solution: A Strategic Partnership for End-to-End Transformation
RadiusPoint introduced a comprehensive, technology-enabled shared services solution designed to address HumanGood’s challenges from the ground up.
This was not merely a software installation but a strategic partnership focused on redesigning processes, aligning technology, and empowering people.
The core of the solution was RadiusPoint’s proprietary ExpenseLogic platform, which served as the engine for automation and centralization.
The multi-faceted solution included:
- End-to-End Invoice Lifecycle Automation: RadiusPoint assumed full responsibility for HumanGood’s telecom invoice lifecycle. The ExpenseLogic platform automated everything from invoice receipt and processing to validation and payment, creating a single, streamlined workflow and reducing the cycle time to just five days.
- Comprehensive Audit and Cost Optimization: The engagement began with a deep-dive audit of all existing telecom services and contracts. This process immediately identified and disconnected inactive services and optimized vendor contracts, yielding immediate hard-dollar savings.
- Centralized Order and Inventory Management: Recognizing a critical gap, the project expanded to include full order management. All requests for new services or disconnections were centralized through ExpenseLogic, complete with automated approval paths and clear audit trails. This eliminated unauthorized orders and created a reliable, real-time inventory of all telecom assets.
- Advanced Analytics and Real-Time Reporting: The ExpenseLogic platform provided HumanGood with on-demand access to dashboards and advanced analytics. For the first time, leadership could see a clear, accurate picture of telecom spend, track performance metrics, and make strategic decisions based on reliable data.
The Methodology: A Framework for Lasting Change
RadiusPoint’s success was underpinned by a hybrid Lean-Kaizen methodology. This dual approach focused on Lean principles to identify and eliminate non-value activities (waste) and Kaizen principles to foster a culture of continuous, team-driven improvement.
The implementation followed a structured six-month roadmap, ensuring a smooth transition without disrupting critical operations.
A cornerstone of the methodology was a robust change management and stakeholder engagement strategy.
RadiusPoint recognized that technology alone is not enough. To ensure adoption and long-term success, they focused on winning the trust of key stakeholders.
- Overcoming Resistance: Resistance from IT middle management, who feared a loss of control, was addressed through education and by demonstrating how automation would serve as an enabler, not a replacement. Once they saw how the platform enhanced visibility and reduced repetitive tasks, they became strong advocates.
- Building Internal Champions: The Accounts Payable team, initially burdened by the manual process, became the most supportive group. Freed from tedious tasks, they championed the new automated system, helping to educate their peers and build momentum for the initiative.
- Data-Driven Communication: The most effective tool for winning support was a “What If” business case presentation that quantified the financial and productivity losses of maintaining the status quo. This, combined with weekly progress reviews and customized dashboards, made the benefits of the transformation tangible and undeniable for all stakeholders.
The Results: A New Standard for Nonprofit Efficiency
The partnership delivered results that exceeded all initial targets, creating a powerful ripple effect across the entire HumanGood organization.
| Metric | Before Transformation | After Transformation with RadiusPoint | Impact |
| Annual Hard-Dollar Savings | Uncontrolled Spending | $360,000 | 12% reduction in total spend from service optimization. |
| Annual Labor Efficiencies | 3 FTEs on Manual Tasks | $150,000 | Staff reallocated to higher-value strategic work. |
| Average Monthly ROI | N/A | 315% | Demonstrates exceptional and sustainable value creation. |
| Invoice Cycle Time | 20–30 Days | 5 Days | 80% reduction, eliminating delays and service disruptions. |
| Invoice Processing Accuracy | Prone to Human Error | 99.9% | Near-perfect accuracy, ensuring financial integrity. |
Beyond these impressive numbers, the initiative transformed HumanGood’s operational culture. It fostered a commitment to continuous improvement, improved cross-functional collaboration between IT, Finance, and Operations, and established a repeatable model for automation-driven efficiency.
This success has not only strengthened HumanGood’s financial position but has also solidified its ability to deliver on its core mission for years to come.
Client Testimonial:
“The transformation was a major value-add, improving cost control, data integrity, and resident satisfaction. The outcome was a fully integrated, end-to-end telecom management process that enhanced financial accuracy, operational visibility, and strategic alignment with our shared services objectives. RadiusPoint’s expertise and technology were pivotal in achieving this success.”
— HumanGood Stakeholder
Transform Your Organization’s Potential into Performance
HumanGood’s story is a powerful testament to what is possible when a mission-driven organization embraces strategic automation.
If your organization is facing similar challenges with expense management, RadiusPoint can help.
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