HOW AN ACCOUNTING PRACTICE IMPROVED ITS PROFITABILITY THROUGH STAFF AUGMENTATION
Case study
We recently helped an Emerj client operating in the Accountancy industry. The client was encountering a number of task and client delivery related challenges. The client had the following pain points:
THE OBSTACLES
· SLOW DELIVERY: The client was suffering from slower delivery of work due to thinly stretched resources.
· LESS COST EFFICIENT: The client was a lot less cost efficient due to the number of queries it was receiving from its clients for which the costs were hard to pass on.
· MISMANAGEMENT OF BUSY PERIOD: Accounting companies typically have high volume periods due to the high volume of their clients needing support during the tax season, the client was struggling to cope with the peaks and troughs of the nature of the work.
· CLIENT ENGAGEMENT: All the above obstacles resulted in poor client engagement and in turn resulted in harder client retention.
THE RESOLUTION
We addressed the pain points by hiring a number of new resources and augmenting them in line with the client requirements and achieved the results as below:
· SLOW DELIVERY: Emerj improved the service delivery timing by 60% and enabled the client to submit to more tax returns comparatively.
· LESS COST EFFICIENT: The improvement in client deliverables resulted in a more hourly cost efficient solution being implemented for the client.
· MISMANAGEMENT OF BUSY PERIOD: A number of extra temporary cost efficient staff resources were recruited well in advance to counter the busy periods and reducted the amount of time the director had to spend during the busy period.
· CLIENT ENGAGEMENT: The client’s staff had more time to discuss the key issues with their clients rather than being busy in all the small delivery related issues and therefore improved the client engagement and in turn generated more business for the accountancy company.
HOW AN ONLINE EDUCATIONAL PLATFORM INCREASED THEIR CUSTOMER SATISFACTION RATE TO 97%
Case study
A high volume educational platform wanted to improve their customer satisfaction experience and found it difficult to resolve these issues internally. We discussed their issues at length and devised a solution to suit their business challenges:
THE OBSTACLES
CUSTOMER RETENTION: The high volume of customer queries being responded slowly were resulting in customers buying from their competitors.
LOW SATISFACTION SCORES: The online student experience was not in line with other companies in the space.
TIME EFFICIENCY: Key staff were being made to perform lower value admin tasks resulting in lower time efficiency.
THE RESOLUTION
CUSTOMER RETENTION: We were able to allocate the necessary resources to meet their customers demands. This resulted in customer queries being answered in a timely manner enabling the company to focus on the user experience.
LOW SATISFACTION SCORES: After working with emerj, the client was able to focus more on improving their business processes and their online engagement. The low satisfaction scores converted to positive experience scores of above 97% in a space of six months.
TIME EFFICIENCY: Key staff were now being used in the right areas which improved the overall time efficiency impacting the bottom line positively. Everyone fulfilling the right roles also improved the staff morale and satisfaction.
