Allen Kutchins, CPA, is proud of the unique office atmosphere he’s created in his firm. There’s a theater-style popcorn machine, flexible hours, and a commitment to charitable giving. But what he hopes most sets Kutchins, Robbins & Diamond, Ltd., apart is the firm’s attention to providing premier client service.
His firm in Schaumburg, Ill., a northwestern suburb of Chicago, focuses on making the right hires to join the 85-person team. That’s vitally important, he says, because each and every one of them has direct client contact. The firm also makes client communication a priority with regular email newsletters and a weekly blog.
Kutchins says that the firm recently added CCH Axcess™ iQ to its growing suite of solutions on the CCH Axcess™ platform to help find relevant reasons to regularly reach out to clients. When new tax legislation triggers a “tax event,” the system searches the firm’s CCH Axcess™ Tax data for clients who might be impacted by that event.
CCH Axcess iQ Makes Personalized Communication Easy
Every time there’s a notification from CCH Axcess iQ, the firm identifies the topics that impact clients. Some of the events become content for the firm’s blog or email newsletter, but others that are more important trigger a personal letter.
“One of the primary reasons that we looked at CCH Axcess iQ is to get more personalized touches with our clients. We use snail mail to communicate with them [about any relevant changes] because we feel that everybody gets so many emails every day, that going back to an old-fashioned letter with a signature might get a little more attention,” Kutchins says.
That’s made easier by a feature of CCH Axcess iQ that generates a Word document letter template about each change-related topic. That letter can be edited and customized for each client, giving it a more personal touch.
Kutchins says that this level of automation allows the firm to save time and increase the level of service it offers all of its clients — big or small.
Leveraging Technology to Elevate Service
CCH Axcess iQ allows Kutchins and his staff to provide value-added services beyond simply completing tax returns. Proactively giving clients information to help them maximize their tax savings is what keeps them satisfied, he says.
“You can’t tell the difference in firms by the tax returns or the financial statements. I’d say 75% of our clients don’t even look at our end product because they trust us. The way you approach your clients in terms of offering service and responsiveness and planning is really how firms differentiate themselves.”
To read a full review of CCH Axcess iQ and learn more about how Kutchins, Robbins & Diamond is using it to provide premier client service, read the full case study.