Case Study: Streamlining Communications and Engagement Organization
Case Study: Streamlining Communications and Engagement Organization
Whitley Penn’s dedication to quality engagements has propelled its high growth and customer satisfaction. However, that dedication often meant a gratuitous amount of document-chasing, email thread synchronization, and trying to stay on top of file management, distracting from focusing on the overall engagement itself.
“Before Suralink, we were essentially using Dropbox and sending Excel requests,” said Andy Hines, Audit Partner at Whitley Penn. “We had a few clients that approach worked well for, but we found that, especially as we got into busy season, we were constantly juggling emails, documents, and other engagements, while doing everything possible to keep things running smoothly.”
“The challenge became, ‘what have the clients already given our team? What do we still need?’ Because with that spreadsheet and email approach, every team did it differently,” Hines continued. “The client might’ve emailed one professional a document, that professional didn’t know that their coworker needed it, and then said coworker took it upon themself to email the client for a file that had already been sent over.”
Needless to say, issues like these are not exclusive to Whitley Penn. Most firms contend with communication and validation issues like these, and they can turn engagements into frustrating experiences for both professionals and clients.
So, how did Suralink use technology implementation to streamline engagements and improve client and employee satisfaction at Whitley Penn? Complete the form below to keep reading and find out, plus check out these additional resources:
Whitley Penn’s dedication to quality engagements has propelled its high growth and customer satisfaction. However, that dedication often meant a gratuitous amount of document-chasing, email thread synchronization, and trying to stay on top of file management, distracting from focusing on the overall engagement itself.
“Before Suralink, we were essentially using Dropbox and sending Excel requests,” said Andy Hines, Audit Partner at Whitley Penn. “We had a few clients that approach worked well for, but we found that, especially as we got into busy season, we were constantly juggling emails, documents, and other engagements, while doing everything possible to keep things running smoothly.”
“The challenge became, ‘what have the clients already given our team? What do we still need?’ Because with that spreadsheet and email approach, every team did it differently,” Hines continued. “The client might’ve emailed one professional a document, that professional didn’t know that their coworker needed it, and then said coworker took it upon themself to email the client for a file that had already been sent over.”
Needless to say, issues like these are not exclusive to Whitley Penn. Most firms contend with communication and validation issues like these, and they can turn engagements into frustrating experiences for both professionals and clients.
So, how did Suralink use technology implementation to streamline engagements and improve client and employee satisfaction at Whitley Penn? Complete the form below to keep reading and find out.