Senior IRIS Group executives this month responded to the customer support issues that were recently debated by users on AccountingWEB.co.uk. John Stokdyk reports.
Until 2006 - around the time that IRIS received backing from US private equity group Hellman & Freedman and embarked on a series of acquisitions - the company's tax and practice wing fielded more than 95% of support queries by telephone. In the subsequent years, email queries and direct customer access to the IRIS Knowledgebase on the web have both expanded rapidly, noted new IRIS Accountancy Practice Solutions managing director Phil Robinson.
According to customers who include ICAEW Tax Faculty chairman Paul Aplin, one of the IRIS's strengths is the direct relationships it enjoys with its users.
"Although IRIS has grown as...