Accounting firms often invest in technology to make workflow more efficient and improve their internal processes. You might think your clients don’t care about or even notice your firm’s internal technology. But when your software is outdated or so disjointed that one program can’t talk to another, trust us: Your clients can tell. They might not know what kind of software you use, but client relationships suffer when they have to re-enter their data over and over or when the only way to access their information is cumbersome and inconvenient.
So it shouldn’t be surprising that firms that invest in an integrated end-to-end solution see significantly higher satisfaction ratings from clients—81% vs. 66% for firms that don’t invest in innovation. Here are four important ways that technology is helping firms improve their client relationships.
1. Better at Anticipating Client Needs
Clients want to feel like they’re your only client. That means personalized, proactive services that anticipate and address their needs and allay their fears. Predictive analytics tools, like CCH Axcess™ iQ, allow your firm to identify upcoming tax regulation changes that might affect clients. Additionally, secure online portals provide peace of mind and protection for their data—both of which enhance the relationship you’re building with them.
2. More Adept at Managing Client Data
To keep client data organized, many top firms are turning to electronic organizers that use CCH® ProSystem fx® Portal. Clients can fill them in on the go—even from their smartphones— and their data will flow automatically into CCH® ProSystem fx® Tax and CCH Axcess™ Tax and/or CCH® ProSystem fx® Engagement. You can even customize the organizers so that specific sections are pre-populated, saving your clients time and frustration.
3. Able to Provide More Timely Service
Integrated cloud-based technology solutions with automated processes like CCH® ProSystem fx® Scan can help make client data accessible to anyone in your firm who needs it—anytime from anywhere. That significantly improves response time on your end, and reduces redundant work and communication for your client. That’s a win-win! Solutions like CCH Axcess™ Workstream can help your firm track deadlines and prioritize tasks. And as a result, you can deliver services on time and on target.
4. Equipped to Offer Improved Client Experience
In their day-to-day lives, clients are used to using technology to do everything from ordering groceries to scheduling a dentist appointment. Make sure your firm offers all the convenience and security your clients expect from a great customer service experience. With CCH Axcess™ Practice, for example, clients can easily and safely pay their invoices online with a credit card. Another way to make things smoother for clients is by giving them access to CCH Axcess™ Portal to securely upload and access their documents at their convenience.