Transforming Client Service – 2 common problems and how to solve them

Maintaining and gaining clients—and keeping them all happy—is what keeps accounting firms in business. And those that do it well can thrive. Two of the big reasons clients leave an accounting firm are problems with managing client data and communication challenges. If your firm is struggling with either of these areas, here are keys to transforming client service.

Problem: Mismanagement of client data

A few of the factors that clients use to select an accounting firm rely on data management. They need to know that the services they’re getting are high quality, accurate, and that you’re leveraging their data to get to know them—and serve their needs—better. When data collection steps are redundant, lead to errors, or make the client feel nervous about security, your firm has a problem.

Solution: End-to-end integration of all your software solutions gives you a single common database. That not only makes managing client data easier and more efficient for your firm, it also means the likelihood for mistakes is reduced.

 “I would put resources into making sure that the data is as up to date as possible,” says Ginny Fedrich, Firm Administrator at HBLA CPAs. “Have one way to do things at your firm that is consistent.” One way HBLA CPAs is doing that is by offering clients the option to use electronic organizers, with some sections already pre-filled, that they can fill out on the go, even from their smartphones.

Problem: Communication Challenges

It’s a fact. Clients leave because of poor communication. That breakdown can take several forms including difficult transitions when they’re transferred from one staff member to another, slow service, data security concerns, or simply a lack on your end to reach out to them with solutions.

Solution: Good communication practices need to be taught, practiced, and enforced. HBLA CPAs achieves this by making sure they are in touch with their clients constantly—not just when they need something. “This includes through social media, client education opportunities, and the phone too,” says Fedrich. “We touch base with our clients over and over again on different platforms to stay in tune with our clients’ needs.”

Technology also can help resolve many of these issues. For example, robust client notes and solid data maintenance policies can make internal transitions smoother. Integrated software solutions can make it quicker to access client data and easier for staff members to proactively anticipate client needs.

Ready to Transform Your Client Services?

Learn how your firm can solve common client service problems. Download our ebook Transforming Client Service. 

AUTHOR

Wolters Kluwer Tax and Accounting

Wolters Kluwer Tax and Accounting is a leading provider of software solutions and local expertise that helps tax, accounting, and audit professionals research and navigate complex regulations, comply with legislation, manage their businesses and advise clients with speed, accuracy and efficiency. Wolters Kluwer Tax and Accounting is part of Wolters Kluwer N.V. (AEX: WKL), a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).

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