The 100% digital firm: utopia or nightmare?

Richard Brewin • June 29, 2018

I have many interesting conversations these days with accountants about where their firm sits on the line between 100% online client operations and 100% personal service.

In truth, most sit somewhere in the middle, recognising the need to digitalise their processes and meet the needs of compliance driven clients whilst also providing a valuable face to face and personalised service for those clients who value it.

Strategically, it’s important to know where you want to place your firm. Digitalisation offers great benefits for enhanced efficiencies, more effective communication and better client services and meets the ways that many clients seek to manage their affairs these days via their mobile and digital devices. Every firm should be on the digital bandwagon. The question is ‘by how much?’.

The only right answer is the one that suits you.

I spoke to an accountant client recently who is working towards his dream of servicing 1,000 clients to a higher degree than they do today but with virtually no staff. Everything is digital. It’s an ambitious but achievable goal, one that is already proving highly profitable and is a testament to the accountant’s vision and determination.

He’s very happy. Personally, I’d be bored to tears (although happy to look at my bank account!)

I’m a people person. I love seeing clients. I want the interaction, the energy, the creativity and the challenge that comes from such meetings. It’s when I’m at my best. My friend sees most client meetings as a frustration.

I talk a lot about having a firm that reflects your personality, the things that drive you and matter to you. Digitalisation is a great tool for helping you to build this but, like all tools, you need to be clear with its use.

In the push to go digital, there is a danger that you lose things that really matter to you. Three steps, therefore, to consider before you implement:

  1. Be clear what part of your work life you are digitalising and why.
  2. Understand how the implementation of a digitalised action will add to your satisfaction in your firm.
  3. Look at what you are replacing and whether you will miss it.

Pause before you press the button.

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