Morris Owen combined client relationship and practice
management systems to achieve best practice.
IRIS has brought the different parts of the practice together
and helped us to automate the business processes. Every member of
staff is armed with a ‘holistic’ view of the client
so they can handle queries efficiently, strengthening the customer
experience.
Ian Sumbler, IT Partner
Morris Owen was established in the 1930’s and has offices in
Swindon and Cirencester. They began to look for a CRM system in the
1980’s to help improve customer management and to maximise
efficiency, but the search proved fruitless.
In 2004, Morris Owen found their accounts production software
was failing to meet their expectations. Consequently, Ian Sumbler,
IT Partner attended an IRIS seminar and was pleasantly surprised.
“I was completely taken aback by the practice management software
which formed the umbrella to the individual accounts and tax
packages. Our goal to focus on the client suddenly seemed to be
within our reach,” comments Ian.
The ideal solution
The firm adopted a phased approach to a practice wide switch to
IRIS, installing IRIS Accounts Production and IRIS Company
Secretarial pre Christmas 2005. The tax modules were installed in
March 2006 and IRIS Practice Management (the CRM element -
incorporating contact and document management, communication
tracking, data-mining and an intelligent workflow system), followed
in April 2006.
With a number of individual departments involved in client
activity, tracking work progress had always been difficult to
achieve. Ian explains, “Every client has 3 or 4 points of contact
other than the partner and the partner’s PA. The central client
screen provides us with instantly accessible information so we can
see if the client on the phone owes money, has outstanding work in
progress and/or if we are waiting for information from him/her.
Because we can now access this information, we can communicate with
clients in a far more informed way.”
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