By the numbers · industry data, not our results
23%
of 2,241 US companies audited never responded to a web inquiry at all.
Industry data: Harvard Business Review, 2011
Prospects call to ask whether you're taking new clients. Existing clients email to ask whether you got their W-2. Your team spends hours chasing missing documents through the portal.
Meanwhile, the "request a call-back" form waits for a CPA who's free, and that might be next week.
The prospect who waited signs with the firm that answered. The client who had to ask twice remembers that too.
Prospects waiting for a call-back
A call-back model means new inquiries wait for a CPA to be free, often for days in season.
Document chasing
Missing documents, organizers and signatures chased one email at a time.
Engagement letters and proposals
Sent once, then forgotten until someone notices they never came back.
The same questions, again and again
"Did you get my documents?" and "When will my return be done?" take hours a week.