From Insight to Action: Improving Client Service through Digital Firm Management Hosted by Accounting Web

Presenter: Chris Murray Partner Murray, Stok & Company  Specialties: Tax planning and compliance; Taxation of equity compensation programs; Real estate taxation  Bachelor of Science Degree from the University of California, Berkeley  Member of the California Society of CPAs and the AICPA  Charter member of the Litigation Consulting and Dispute Resolution Services Common Interest Member Section of the California Society of CPAs

Presenter: Brian Siet, CPA Solution Architect Manager CCH, a Wolters Kluwer business  Bachelor of Science Degree Cum Laude in Business Administration concentration in Accounting from Northeastern University in Boston.  Worked for CBIZ Tofias for 8 years in the A&A department and Tax department. CBIZ Tofias  Joined CCH in 2005 as a ProSystem Engagement consultant working with small, medium and large firms.  Product specialist at CCH  Performed many speaking engagements at firm user groups and state societies on both A&A and tax workflow.

About Murray, Stok & Company  Founded in 1991  Headquartered in San Francisco, California  11 employees (FT & PT)  Specializing in tax and business consulting work

Background: Firm Management Software  Using ProSystem fx Practice Management for 3 years  Converted from an older firm management package (also from CCH)  Practice Management modules

Bringing in New Clients  Consistent information about leads  Simple process to convert to client  Less work for firm administrator  Better data for staff

Polling Question #1  How does your firm handle leads? We have a standardized process that is followed consistently by everyone who brings in new clients. We have a standardized process, but it is not followed by everyone every time. We do not have a formal process in place to handle leads.

Managing Client Relationships  Key database of information about clients  Client dashboard  Client notes  Business affiliates

Polling Question #2  Where do you store your client data? In one primary database Scattered throughout several software systems In a rolodex or other paper-based filing system On cocktail napkins and scraps of paper

Monitoring Firm Performance and KPIs  Critical information available in real time  Firm-wide view as well as my view  Key client information sortable by column.  Easy export ot Excel

Uncovering New Efficiencies – Paperless Billing  PDF WIP Reports  Bills generated by administrative staff  Partners/managers review  Bills ed through Practice Management

Digital Firm Management  Scanning  Document Management  Portals

Polling Question #3  How satisfied are you with your firm’s efficiency? Highly satisfied Moderately satisfied Somewhat dissatisfied Completely dissatisfied Neutral/not sure

Tips and Recommendations  Take the time to understand your current processes and also your desired processes. We are always looking for areas of improvement and solicit suggestions from all staff.  Set realistic goals. Rarely can you “fix” or improve it all at once. Practice Management has lots of functionality. We have been a bit deliberate in the pieces that we are fully utilizing.  Spend the time to train personnel. We have found that we are getting better buy in of the things we are asking staff to do by helping them understand why it is important to management.

Questions?  Visit CCHGroup.com/ProSystemPracticeManagement Register for a demonstration Download white papers and case studies  Call

From Insight to Action