Case Study

Building a Cutting-edge Digital Client Experience App for a Global Top 20 Accounting Firm

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The client is among the top 20 Global Accounting Firms. It is a certified B Corporation®, providing an integrated set of audits, tax, business management, consulting and technology solutions to companies in the U.S. and globally.

Advance was selected to address a major challenge around the shifting expectations of their customers, and the highly competitive landscape. Leadership undertook an ambitious strategy and timeline to ‘digitally transform’ and improve their legacy systems, customer service processes, and customer engagement methods. They needed a web-based and mobile-friendly application with the modern and intuitive capabilities that delivers excellent value to clients by making their communication with experts seamless.

The challenge encompassed several management imperatives, including:

  • To meet their customers where they are ‘digital consumers’, and provide a centralized digital client experience with real-time access to information to active and past projects and engagements
  • To deliver improved retail quality customer service encounters, and communication channels personalized to the needs of each customer
  • To provide a simpler and more consistent onboarding process for new clients, and existing clients subscribing to new products and services
  • To establish a customer community ecosystem, where users can exchange experiences and opinions with their peers, ask and answer questions, and access the latest industry trend information spanning topics such as Blockchain, Artificial Intelligence, and Tax, across more than 20 industry sectors.
  • To give clients easy access to their Partner so they can contact service and industry experts in a meaningful and beneficial way.
  • To visualize their project progress and unlock business development and networking opportunities with fellow clients.

“ Advance Solution’s efforts were backed up by another leadership statement summarizing the results, We value our clients’ feedback. Through in-depth focus groups, and the launch of the pilot version we are creating an app that will speak directly to the evolving needs of our clients, giving them the power to connect with us in the ways they’ve indicated are most meaningful and beneficial to their businesses. ”

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