Save content
Have you found this content useful? Use the button above to save it to your profile.
Workflow chart
istock_D3Damon

Your cloud proposition 5: Workflows that work

by
25th Jan 2017
Save content
Have you found this content useful? Use the button above to save it to your profile.

The fifth instalment of Richard Sergeant’s practical guide to online accounting explores how to match good process with the best client experience.

The impact of cloud on the relationships you have with your clients can be significant, not least as the access to real-time information can increase the expectation of quick responses and turnaround times.

Mapping out in detail how your cloud service is going to work will help identify where extra client contact points arise, and plan exactly where they should come in.

“As we moved more to the cloud we took our existing workflow and looked at the key milestones, internal contact points, and client contact points,” said Lucy Cohen, director of Mazuma. “We wanted to ensure that nothing had to change too much for clients, and accepted it would have an impact on how we do things internally.”

The impact on how things will work within the firm can be significant:

“Not least the introduction of automation into the workflow that, if you’re not careful, may trigger an unwanted action in another programme such as the early release of information to clients that your firm wasn’t quite ready to send”, warned Ian Cooper, Digita product manager, Thomson Reuters.

Careful step by step mapping therefore allows you and your team to explore exactly the actions, timings, and flow of information - which given the nature of cloud, could demand a significant adjustment to how you work currently. Also, client’s understanding around what is possible instead of what is contracted, could lead to misunderstandings about what it is you will be doing for them:

“What can you do to reduce your compliance or service risk? Consequential loss as a result of missing these things could be significant financially, and damage reputation”, said James Kilford, CEO at Senta.

“Work out a plan for communicating changes to clients and be prepared for any implications on client service. Keep in regular contact with clients to make sure they are onboard and understand the benefits of moving”, added Cooper.

By making a detailed account of the flow of work and information created by your cloud service, you can do much to ensure a smooth and consistent service. Exploring your clients experience in the same detail is a powerful way of highlighting those areas that don’t work quite so well, why bottlenecks may occur, how over-engineering may create frustration, and where there may be missed opportunities to offer up insight and advice.

Efficiency can be greatly amplified through creating a quality experience. The better and easier something is to use, the more likely we are to engage with it.

Great workflow will ensure that staff are confident and engaged, and clients are not only getting, but feel like they are getting, a brilliant service.

The next installment looks at training, and how to make sure you have the skills in place to have confident staff and capable clients.

Cloud proposition action points: Mapping workflows

  • Involve key client facing staff in the mapping process
  • Agree the milestones, and then work out the steps need to get there
  • Be as detailed as possible
  • Complete again, this time from the client’s perspective

Compare the two and remove unnecessary steps and improve the experience

For more details about how to clarify your firm’s cloud strategy, download Richard Sergeant’s free guide ‘How to create your firm’s cloud proposition’ at www.cloudproposition.co.uk. The 52-page guide presents a practical framework to guide accounting firms through their cloud journey. This vendor-neutral initiative was produced in association with ICAS, and supported by FreeAgent.

 
Tags:

Replies (2)

Please login or register to join the discussion.

avatar
By North East Accountant
27th Jan 2017 09:01

Good article, a welcome break from SA Returns.

Thanks (1)
Replying to North East Accountant:
Richard Sergeant
By Richard Sergeant
27th Jan 2017 15:44

Thanks. Appreciate the feedback, and glad you found it a useful distraction!

Thanks (0)