Today's Technology for Tomorrow's Firm.
Issue link: https://cpapracticeadvisor.epubxp.com/i/309054
TECHNOLOGY IN PRACTICE O ne a re a t h at c l ient s do c a re about is the accuracy of the data in their return. Hav ing the preparer trained on how to verif y the data that has been input, by completing a verifcation routine and checklist of most common rev iewer correc- tions builds quality control into the preparation process that reduces the amount of rework at the rev iewer level (so returns are completed at a lower cost). RETURN REVIEW T he ta x ret u r n rev iew process is ofen one of the frm's biggest botle- necks holding up the completion of t a x r e t u r n s . F i r m s n e e d t o a s k t h e m s e l v e s t h e q u e s t i o n a s t o whether the client really cares if a specifc person reviews their return out of tradition, or if there are other p e r s o n n e l t h a t c a n d o s o a t a n appropriate level or area of expertise. A s me nt ione d pre v iou s l y, mo s t returns can be stratif ied by com- plexity before busy season and put on a pre-determined work fow path to be routed to a specifc person or tax return pool-level which can also wa r n ma nagement i f a ny person b e c o m e s o v e r l o a d e d . S i m p l e r returns can be reviewed and fnal- i z e d b y a s e n i o r o r m a n a g e r , r e l ie v i n g s ome of t he s t r e s s on reviewing partners, and in the end, completing the return at a higher margin. ORGANIZER/RETURN/INVOICE DELIVERY W hile ever y frm has some clients without email addresses or access to the I nter net, t h is number is con- tinually shrinking. As both business and individual clients are becoming i ncreasi ng ly mobi le, f i r ms today should be proactive in promoting dig ita l options for deliver y of ta x work which are most convenient to the client, and then leting the client decide how they want to work with your frm. From a LEA N perspec- tive, using secure, automated, digital processes t hat a l l f ir m personnel have been tra i ned on is t he most efective way to service clients. COMMUNICATING WITH CLIENTS/ PERSONNEL Many frms forget to ask: "Do your personnel know how clients want to communicate with your personnel and how frm personnel communi- cate amongst themselves?" W hile telephone and email were primary com mu n icat ion mea ns for t rad i- tional clients, many technologically astute personnel and clients prefer texting, instant chating, and even v ideo ca l ling (Sk y pe, FaceTime). Having all your personnel trained on using these diferent media and doc u ment i ng each person's pre- ferred communication method in the client's contact fle will ensure communications get through (and b e s u r e t o i n c o r p o r a t e t h o s e methods for employees also!). A nnual ta x debriefngs can pro- v ide a wonder f u l oppor t u n it y to improve the frm's production pro- cesses. As you go through the pro- cess this year, make it even beter and more efective by prioritizing those items that will make it easier for your clients to work w ith your frm and take the time to dive into "w hy " you a re doi ng t h i ng s a nd whether there are digital tools that have replaced that process. May 2014 • www.CPAPracticeAdvisor.com 19 cpa_18-19_Kepczyk.indd 19 5/7/14 8:58 AM