How Unum’s Accounts Payable Team Maintained Operations During a Staffing Crisis

In this customer video, Walter Leinberger, Director of Procure-to-Pay Operations and Travel Operations at Unum, shares the story of an unexpected emergency. Two veteran AP specialists with over 40 years of experience each retired within weeks of one another. Then, a third team member suffered an injury, leaving the entire AP operations in the hands of one brand-new employee with less than a week of tenure.

“I actually would thank the new person every day for not quitting,” Walter recalls, “because of the volumes that she had to manage.”

The pressure was intense, but Unum had a strategic advantage: a nearly decade-long partnership with OneSource Virtual for AP automation and invoice processing. When the staffing crisis hit, that accounts payable automation proved invaluable.

In this video, Walter explains:

• How OSV’s flexible AP automation enabled Unum to scale invoice processing capacity instantly
• Why the ability to “dial up the volume” through automation during a staffing shortage was a “godsend”
• How accounts payable maintained business continuity without disrupting critical payment operations
• The importance of having an automation partner who can handle overflow during team challenges

 This customer story demonstrates how the right AP automation solution can transform a staffing crisis into manageable operations — ensuring business continuity even when unexpected challenges arise.

Ready to dive into the complete story?

See how Unum not only survived their staffing crisis through OSV’s AP automation services but also modernized their entire payment infrastructure, achieving substantial cost savings and freeing their team for strategic work.