“Technology is now and the future and our clients want a long-term relationship with a firm that demonstrates those values from day one. It’s all about them knowing that we are tech savvy.”
One of America’s first completely cloud-based accounting services businesses, Complete Controller, came together with MyFirmsApp in 2018 to build an App that would make the Complete Controller brand more visible and present the company as forward thinking.
Initially, the Complete Controller App was introduced to existing customers as a way to send receipts and sales records, mileage and expense reports to keep for the record or for reimbursement and to stay on top of FTC alerts and IRS guidelines.
A softly-softly approach helped get clients used to the idea but it soon became clear that more education would be required to get widespread adoption.
Since then, Complete Controller has gone on to secure a ‘100% adoption rate of the App with onboarders’ and it has become an integral part of the service the business offers. How have they done it?
The answer lies with the team thinking outside the box and coming up with an ingenious idea to make all new clients authenticate their email contact information on the App before they are able to establish cloud desktop access and more importantly, are given access to the help desk. As soon as this was introduced, the adoption rate soared!
“Now, we have 100% adoption with onboarders and the App has become part of the service we offer. It gives them all the tools they need to be successful and demonstrates that we are a tech forward organisation,” Jennifer Brazer, CEO and Founder, Complete Controller says.
Making Lives Easier
The firm believes that the App helps them connect with their clients and build relationships that are valuable by using it to send clients relevant and ‘engaging’ content. As this is produced by MyFirmsApp, the team does not have to spend its time writing and clients increasingly see ‘the App as informational.’
“We have created a way to get information to our clients and keep them informed. The market has shifted and the new generation expects us to know what they need and to provide it for them. We decide what works and push only relevant content to them.”
“We tell potential clients and industry colleagues that if they want to get to know more about us, then download our App. It shows without doubt that we are at the cutting edge of technology and gives them a preview of value we will bring to the relationship. The cloud platform was sexy a decade ago but the phone is the future,” adds Jennifer.
Jennifer has put together a Masterclass on how to take your firm to the next level. In it, she looks at how cloud-based tools increase efficiency and how they can help create a ‘stickier’ relationship with clients.
Her new book is published in January 2021 ‘From Cubicle to Cloud: How to Start and Scale a Virtual Professional Service’ in which she shares her story, the shortcuts, the failures and the successes in her quest for two way-interaction with clients using innovative cloud-based tools.