Operating for over 70 years, a London-based mid-tier accountancy firm has been at the heart of Marylebone, helping clients and the community for generations. The firm combines decades of experience with a global outlook and a forward-thinking approach. Starting with accounting and tax practice, they now also provide a wider range of personal and business advisory services.
The Goal
The firm had a clear goal: to keep up with the rising costs of staff, process financial data and deliver services such as tax returns efficiently, without compromising on customer service or reputation. Leadership recognised that investing in technology and innovation was the key to staying competitive, but they wanted to achieve this without passing additional costs on to their valued clients.
They required a cutting-edge solution that could automate operations and tasks, as well as integrate seamlessly with their existing systems and platforms.
The Solution
The firm implemented Practice Gateway to streamline the onboarding process for clients, integrate existing systems, and create a single-view portal where clients can access, manage, and share their data and documents.
Practice Gateway is a centralised hub of compliance, connectivity, and productivity. Also known as the digital front door, it provides a single location for every interaction between accountants and their clients, from beginning to end. The portal is built on Microsoft, utilising robotics to automate processes and fully integrated into a firm’s Microsoft tenant, ensuring no client data leaves the practice’s environment.
With a strong focus on client satisfaction, the firm first adopted the private client module to support the needs of high-net-worth individuals and families. They then rolled out the KYC and corporate tax modules, ensuring regulatory compliance while optimising their operations.
The Result
One of the greatest benefits of using Practice Gateway for this firm has been its flexibility. The entire practice can use the platform for signing and sharing documents, while individual teams gain access to the specific modules relevant to their work.
Clients now enjoy self-service capabilities, while automation has boosted productivity by removing repetitive data entry tasks and reducing the need to chase clients for information. This shift has allowed staff to focus on higher-value work, such as assessing tax positions and ensuring transparency of data trails for oversight and governance.
Overall, these changes have enhanced both service quality and operational efficiency, helping the firm maintain its reputation while preparing for future growth.
