Improve client satisfaction with the right technology

With the right tools, accountants can keep clients happy without sacrificing a lot of time and effort. Sansom recounts a situation where a valued client needed help at an inopportune time. 

“I was out on a boat in the Atlantic Ocean diving, and we were in between going to dives,” explains Sansom. “I looked on my phone, and this client that I knew was trying to sell their business… was frantic about getting something answered. I was able to pull up Document, go to the document that he was concerned about, and actually answer him and send him a document that his attorney needed in closing, in between dives. I mean, I don't know of any other tax software that has that type of capability and ease to be able to use and answer their questions.”

Make time to be an advisor

Although working with clients can be time-consuming, it is often more personally rewarding for staff than some of the repetitive work that junior staff traditionally completes. At The Bonadio Group, Debra Zarzycki says the firm’s technology has empowered less experienced staff to take on more advisory roles.

She says, “I think technology is helping a lot with the staffing. The more we can automate, and do things to take off of some of our lower-level staff, or even our reviewers… [We] give them a better experience to be able to interact more with our clients, and to do things that humans can do that automation can't. So I think it's giving us more time to do that…” she continues, “by automating some of the tasks that we can, that are just repetitive data entry and don't really need a whole lot of thought process. [Technology] gives us a better experience to be advisors for our clients and have time to do that.”

Strengthen client relationships

Creating strong client relationships is how successful firms grow and thrive. While not all firms will follow an advisory path, making time to add value for clients can make the work more fulfilling. Robert Goldstein of Goldstein Enright Accountancy explains his firm’s approach to client service. 

“Our relationship with our clients is different than a typical CPA firm,” says Goldstein. “We tend to get a little more involved with our clients than the typical CPA firm. We don't base our role as being strictly compliance, preparing tax returns, preparing financial statements. We want to help the client succeed. So we get more involved in their management decisions, interpreting a financial statement, tax planning, relationships with banks, helping a client sell their business, helping them buy a business. We get involved in more meaty consulting. And it's how it gets more fulfilling to tell you the truth.”

CCH Axcess Tax customers leverage anytime, anywhere access to enhance their client experience. With efficient tax workflows, firms can free up time to provide more responsive, value-added service.