Pivoting with the Industry: A Case Study in Improving Client Interactions

April 20, 2016 Yoseph West

"We have to change when the industry is changing. When clients come to us with a new problem that we didn't expect, we have to change to help solve that problem.

Milliennial business owners are right back to 'Do It For Me', but they expect great results when they do it."

Who is BookKeeping Express?

BookKeeping Express (BKE) is the leader in full service accounting and bookkeeping for small- and medium-sized businesses. BKE’s technology platform and skilled financial specialists remove the need for businesses owners to spend time on day-to-day accounting tasks.

They have hundreds of monthly bookkeeping clients, are a Xero Gold Partner and were recently named as a Hubdoc Top 50 Cloud Accountant.

Challenges

BKE's clients are busy business owners. They often struggled to prioritize delivering documents to their bookkeeper. When documents would arrive, they came in from every avenue imaginable. This combination created delays that made it challenging to deliver up-to-date financials in a timely fashion. In particular, Keith, Elizabeth and team experienced:

  • 25% of the time in a client's file was spent collecting documents
  • Chaos of document collection: They would arrive via email, Box and spreadsheets
  • 2 out of 4 touches on a client's file would be administrative (requesting docs or information)

Results

BKE pivoted as their clients' needs shifted. They leveraged cloud technology to dramatically reduce administrative interactions and improve their client relationships. This also helped to lower their cost and offer a great service for a fair price. Hubdoc helped BKE to:

  • Spend less time in their clients' files and focus on the questions that matter
  • Close the books within a week of month-end and deliver up-to-date financials without delay
  • Improve client relationships by dramatically reducing admin-related touches
  • Lower their costs and still provide a great service for a great price

 

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