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How UK accountants are using outsourcing to transform customer experience

11th Apr 2024
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Initor Global UK provides premium outsourced services to UK accountants and businesses.

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Accountants have been investing in modern technologies to transform services, implement different delivery models and improve client experience. Developments in Artificial Intelligence are helping accountants look critically at the way they communicate with clients while ensuring they remain available to provide personal, expert advice when needed.

Initor Global UK | outsource accounting | customer experience
Initor Global UK

Outsourcing work to an offshore supplier does not need to be confined to compliance work or recurring tasks. Initor Global customers have used outsourcing to improve client experience and secure better returns on their investment, as shown below.

Meeting customer needs

Many accountants are looking to scale their business quickly though growth in new client numbers. The onboarding of new clients can be resource intensive with the additional pressure to make the best possible first impression. An outsourced provider can oversee many of the administrative tasks involved in taking on new clients, such as registering information with HMRC and Companies House and submitting required documentation. Outsourcing such work creates the capacity for in-house accountants to understand new clients and build services around their needs. Expensive mistakes can be avoided where a client is unsuitable or where expectations about the services to be delivered for the agreed fee differ significantly.

When onboarded successfully, automating communications with clients as work is delivered improves turnaround times. The outsourced accountant can manage the flow of communication with a client for the work they are responsible for, enabling the accountant to focus on adding value to the client relationship.

Delivering more effective client service through outsourcing

Many potential clients now contact accountants via websites or using App technology. Some accountants employ customer service professionals to deal with such contact and other non-accountancy related tasks. Every interaction with a client can be measured and evaluated and new ways of providing information to clients can be explored. Some accountants are successfully using ChatGPT to respond to questions from clients. Others are using automated messaging to progress work. The best outsourced suppliers will adapt to the changing demands of accountants and their clients, supporting continuous improvement in services. To evidence improvement, real time data can be used about every task the outsourced supplier completes and compared to the equivalent in-house performance.

Advances in cloud-based accounting software, and the increase in entrants to the accounting market offering Software as a Service (SaaS) solutions, mean many clients are comfortable maintaining their own accounting records, requiring the support of an accountant only at key points in the accounting or tax period. This can lead to significant peaks and backlogs of work where a high number of clients have the same year end or need personal tax services in the lead up to HMRC’s deadlines. While accountants seek to increase the number of such clients through competitive pricing, they often overlook opportunities to provide professional insight and data. By outsourcing tasks such as the preparation of VAT returns, year-end accounts, and self-assessment tax returns, accountants can create the additional capacity for more direct contact which adds value to the client relationship. The right outsource provider can enhance these contacts through the provision of services with improved turnaround times and higher quality.

Using outsourcing to deliver transform client experience

Initor Global customers have told us about the action any accountant considering outsourcing should take to help deliver better client experience through their transformation plans, including:

  • Set clear quality and performance measures to complement internal targets for client contact and response
  • Engage with staff responsible for client relationships at the earliest possible stage, highlighting the positive impact of outsourcing work for their future development and career aspirations
  • Ensure internal stakeholders with responsibilities for client experience engage in the working relationship
  • Encourage open discussion of any perceived barriers or misconceptions about outsourcing work from a client perspective
  • Critically review customer relationship management (CRM) systems to improve efficiency and client experience.

If you are an accountant looking to outsource services, increase margins and help your client’s thrive, you can book a video call with one of Initor Global’s expert advisors using this link or send an email to [email protected]