From Insight to
Action: Improving
Client Service through
Digital Firm
Management
Hosted by
Accounting Web
Presenter: Chris Murray
Partner
Murray, Stok & Company
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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
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Bachelor of Science Degree Cum Laude in Business
Administration concentration in Accounting from
Northeastern University in Boston.
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Worked for CBIZ Tofias for 8 years in the A&A
department and Tax department.
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Joined CCH in 2005 as a ProSystem Engagement
consultant working with small, medium and large firms.
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Product specialist at CCH 2006-2008
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Performed many speaking engagements at firm user
groups and state societies on both A&A and tax
workflow.
About Murray, Stok & Company
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Founded in 1991
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Headquartered in San
Francisco, California
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11 employees (FT & PT)
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Specializing in tax and
business consulting work
Background: Firm Management Software
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Using ProSystem fx Practice
Management for 3 years
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Converted from an older
firm management package
(also from CCH)
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Practice Management
modules
Bringing in New Clients
Lead
Prospect
Client
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Consistent information about
leads
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Simple process to convert to
client
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Less work for firm
administrator
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Better data for staff
Polling Question #1
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How does your firm handle leads?
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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
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Key database of
information about
clients
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Client dashboard
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Client notes
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Business affiliates
Polling Question #2
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Where do you store your client data?
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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
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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
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PDF WIP Reports
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Bills generated by
administrative staff
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Partners/managers
review
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Bills emailed
through Practice
Management
Digital Firm Management
Scanning
Document
Management
Portals
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Scanning
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Document Management
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Portals
Polling Question #3
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How satisfied are you with your firm’s efficiency?
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Highly satisfied
Moderately satisfied
Somewhat dissatisfied
Completely dissatisfied
Neutral/not sure
Tips and Recommendations
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Take the time to understand your current processes and also
your desired processes.
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Set realistic goals. Rarely can you “fix” or improve it all at
once.
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We are always looking for areas of improvement and solicit
suggestions from all staff.
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.
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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?
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Visit CCHGroup.com/ProSystemPracticeManagement
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Register for a demonstration
Download white papers and case studies
Call 800-739-9998
From Insight to Action