How one firm provides premier client service with CCH Axcess™ iQ

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.


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).

All stories by: Wolters Kluwer Tax and Accounting