From Insight to Action: Improving Client Service through Digital Firm Management

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Presenter: Chris Murray

PartnerMurray, 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 ManagerCCH, 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. 

Joined CCH in 2005 as a ProSystem Engagement consultant working with small, medium and large firms. 

Product specialist at CCH 2006-2008

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

Lead Prospect Client

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 emailed through Practice Management

Digital Firm Management

Scanning

Document Management

Portals

Portals

Document Manageme

nt

Scanning

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 800-739-9998

From Insight to Action