What good BAU support looks like CASE STUDY

1. Executive Summary

The “Good” BAU Target State: A successful Yardi BAU model functions as a Center of Excellence (CoE). It balances daily user support (Helpdesk) with continuous platform optimization. By implementing tiered support and automated health checks, the organization can expect a 30% reduction in monthend stress and a 99% accuracy rate in system-driven financial reporting.

2. Introduction

Yardi BAU Optimization

Objective: To transition Yardi support from a reactive “break-fix” model to a proactive Service Management framework that ensures financial integrity, operational continuity, and platform scalability.

Current State Challenges:

• High Latency: Critical accounting issues during Month-End Close (MEC) are not prioritized, leading to reporting delays.
• Knowledge Silos: Reliance on a few “super-users” creates significant operational risk.
• Data Integrity: Lack of standardized change management in the Live environment leads to reconciliation discrepancies.

3. Background Information

The “Access Creep” Security Breach – The Problem: An internal audit revealed that 15 former employees still had active “System Admin” access to Yardi Voyager because the HR offboarding process wasn’t linked to IT.

4. Case Analysis (SWOT)

Identified the Root Cause: Process Silos. HR (onboarding/offboarding) and IT (Yardi permissions) were not communicating. In Yardi, “Admin” rights are often given as a shortcut to bypass complex security setups.

5. Proposed Solutions & Alternatives

To solve the bottleneck came in The BAU Strategy: RBAC (Role-Based Access Control).

• Instead of custom-fitting every user, “Good” BAU creates “User Templates.”

6. Implementation & Recommendations

We implemented a “90-Day Stabilization Plan”:

1. Days 1-30: Audit all active Yardi users and clean up “Admin” permissions.
2. Days 31-60: Build a “Knowledge Base” of the top 20 recurring issues.
3. Days 61-90: Automate “Month-End Health Checks” to catch errors before the close begins.

7. Conclusion & Lessons Learned

The Shift from Trust to Verification

The successful resolution of the governance breakdown wasn’t achieved by a one-time cleanup, but by shifting the BAU (Business As Usual) culture from “Implicit Trust” (assuming people have the right access) to “Continuous Verification” (systematically proving they do).

By integrating Yardi access with HR lifecycles and moving to a Role-Based Access Control (RBAC) model, the organization transformed its support desk from a “password reset center” into a “compliance partner.”

This change protected the company from both external breaches and internal fraud, while significantly reducing the manual workload on the IT team.