filing season | AdvanceTrack Outsourcing

We last spoke to Ria-Jaine in July 2020

Q: How have things been since we last caught up?

A: I’m now in my second year running my practice and have doubled my client base; we’ve 8-25 leads a month. I had a manic period of spending a lot of time on discovery calls and onboarding – I’ve now structured myself better to keep that work to defined blocks. When I speak to them I think about the ideal client: someone ready to embrace technology and willing to learn. If they make the commitment then I will too.

Ultimately, if we flow information between ourselves more accurately and quickly, then I can act in a more valuable way for them. This has included planning for lockdown, but also general tax purposes. I package things up from basic upwards – those at the bottom level won’t get the full benefit of what I can offer though.

Even then, I’ll run online demos, online videos or just have more regular check-ins, which I think demonstrates the benefit of a deeper relationship. Automation within our software, along with scheduling and reminders, helps with workflow and process.

Q: How do see you the next few months, particularly lockdown/SA filing season and more government initiatives?

A: I’m now looking for processes and systems and even easier-to-access client data – so client portals to benefit both myself and the client. I’m pushing with the digital processes that I have now, I probably have my app stack set so it’s about utlilising all the elements the best that I can – to really push to get my money’s worth – and the same goes for clients as well.

Q: Longer term, how easy is it for you to plan? Where do you see the firm in the planning cycle, both long term and next 12 months? What is in your thoughts?

A: We’re looking to employ someone. Having someone new and training them is really, really hard, but it would be great to get one more qualified accountant as a team member. I have a new staff member due to start early 2021 so will be focusing on client allocations and training to get us off to a good start. I have an office space but haven’t been there much. I’ve always wanted to offer a deep advisory service with quick support, but with a doubling of clients I need to streamline to be able to do that and manage if the client number grows

We last spoke to Brendon in August 2020.

Q: How have things been since we last caught up?

A: It’s been pretty much ‘business as usual’ the last few months – we’ve been fully open without any furloughing of our staff. Trading has been good, clawing back some of the fees that dropped off in April and May. Some project work has been coming in, and this has come from us being proactive with our client base. Lots of ‘looking after’ has led to advisory work. For example, some restructuring of property portfolios for tax planning purposes. Bringing clients’ bookkeeping up to date brings about other opportunities.

Q: How do you see the next few months, particularly lockdown/SA filing season and more government initiatives?

A: With the experience of what happened earlier in the year, we took the initiative of talking to our clients as regularly as possible. Key will be maintaining that communication – it has involved an awful lot of work but has stood us in good stead. There’s still uncertainty ahead for many sectors so we’ll still be deciphering what comes out of the government. We’ve got systems in place, including our outsourcing with AdvanceTrack, and so we know at a base level work is being done.

Sitting above that we use Senta’s tasks and deadlines capability to monitor the work. Part of what we capture in our customer relationship management (CRM) system is to check against what clients’ goals are – we can drill down into the information to check whether clients are on target. For example, letting them know that margins have decreased.

Q: Longer term, how easy is it for you to plan? Where do you see the firm in the planning cycle, both long term and next 12 months? What is in your thoughts?

A: I think that online will be more professional, perhaps using microphones and lighting. There is also phasing a return to the office – we all work across clients so communication is key. Longer term, we will keep an office.