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Accounting Firm: Manchester, UK

A full-service accounting firm in Manchester offering bookkeeping, tax, and client advisory. The firm emphasizes efficient communication and client satisfaction as core elements of its service delivery.

Employee Size: 18

RP Service: Client Query and Ltd Company Accounts

Client Since: 2021

“Improving our query response times has been a game-changer for client satisfaction. The process feels smoother and our clients have noticed the difference.”

–  Partner, Accounting Firm, Manchester

The firm faced inefficiencies in client query management, including:

  • Delayed responses due to tasks bouncing between team members and partners.

  • Frustration among clients and internal staff due to unclear ownership of tasks.

  • Decreased client satisfaction and retention rates.
  • Reduced average query response time to 15 minutes.
  • Improved client satisfaction scores by 30%.
  • Decreased client churn by 12%.
Accounting Firm Growth Partner
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The Solution:

  • Dedicated Manager: Assigned a remote manager to oversee and own query management.
  • Streamlined Processes: Reduced unnecessary handoffs between team members.
  • Improved Communication: Ensured consistent and timely client updates.

The Transformation

By addressing inefficiencies in their query management process, the Manchester firm significantly improved their responsiveness and client satisfaction. The streamlined workflow has helped reduce frustrations among staff and clients alike, creating a more positive working environment.

This transformation has strengthened client relationships and reinforced the firm’s reputation for excellent service delivery.

ICONS WEB AND EMAIL 18

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