Client Spotlight: Empowered With Time For Firm Growth

6-minute read

To gain the time you need to grow your firm, you need the capacity to do all the work that needs to be done. Debra Houghton of Gilligan Sheppard out of New Zealand has seen first-hand how building a high-performing offshore team can empower their local team with the time for firm growth. 

Why Build An Offshore Team?

For Debra, offshoring for them means that: 

  • They can have more employees. 
  • They can actually grow their business without actually having more resources in our office in New Zealand.  
  • They don’t have to have a disk, a computer and they don’t have to look after all of that extra stuff. 
  • They actually got an offshore team that can work just as well as they want and that is in contact with them all the time.

So, offshoring just makes sense to them. 

What made you choose TOA?

Gilligan Sheppard’s needs are definitely being met by the two administration team members that they have with us at TOA.  

 

“We love them. They’re definitely part of our Gilligan Sheppard family, and we include them with all of our decisions that we are making.”

Their two offshore team members visit New Zealand, come to conferences, and any team building that they have. 

How is your TOA Customer Experience?

 

“It was very easy to recruit, very easy to do the interview process via Skype. I think we’ve chosen really well. So, we’re really happy with that.”

Debra says that it has probably taken about a good six months to a year to get used to how they work and what they need to do to make the relationship easier and make it better both their local and offshore teams.  

But, she says adamantly that it would be the same if they had somebody in the office. It would take six months to a year to do that training to make sure they know their job fully. It’s just the same thing. Debra says that when you want to train anyone in your processes and procedures in-house or offshore, it’s the same amount of time. So as long as you recognize that, it’s fine. 

Arlyn, the administrative assistant who does collection for them, get to phone the clients directly. Debra doesn’t have to be involved in that. Arlyn has a script and she follows it very well, but she is also able to talk to the clients directly. When they ask questions, she’s able to answer them. Arlyn doesn’t need a script for those sort of things. She has her own mind, and she has her own way of talking, and that’s perfectly fine with Debra. 

Speaking about what’s great with working with Debra and the local team, Arlyn says that they have consistent communication, they do Skype calls every week. They even have training in New Zealand which is an opportune time to bond with Debra and the local team. They’ve gone boating and wakeboarding. Having more time to bond, they get to know more about each other.  

 

“They treat us like family. They don’t even treat us like employees. We’re understood. We’re that they are valued and welcomed.”

Since she does debt collection, Arlyn has learned a lot about having a good relationship with clients. Because of this, she has grown as a person and an individual, and Gilligan Sheppard has helped her achieve that. 

How would you describe your TOA Team Members?

They have chosen team members who interact well with the local team. So, their personality types are very friendly. They are very nice, says Debra. And they found that, when they came to New Zealand, that they are very brave as well. They’ve taken them out of their comfort zone, done different things that they probably won’t normally do in the Philippines. They’ve also found that the offshore team they’ve got can challenge them to be better, and that has been really good for  them. 

They actually did a two-day training that TOA did for them instead of them doing that. TOA trained their team. Immediately, they already knew the system, the database that they were using, and they were able to freely go wherever Debra asked them to go. That was incredible, she exclaimed!

What are the results of working with TOA?

Having a team at TOA has meant that Debra has more resources within her admin team back in New Zealand. So, because they are using TOA to house their administration the offshore team members do not get interrupted like their receptionist o other admin team members. They don’t get the same phone calls from clients. They don’t get the same interruptions as communications are via email or via Skype, and they can choose when they will answer those. So having more resources have allowed the local team to have more time to actually deal with clients and do more customer-oriented tasks. Debra is pleased about that. 

Would you recommend TOA?

If you’re making the decision to offshore using TOA means that you have more time and more resources within your own office to do the things that you want to do, Debra says. 

 

“So go out and see your clients, go out and do the things that you enjoy doing, and get TOA to do the things that you don’t necessarily want to do or the things that are more process-driven.”

One of great advantage that Debra had when she was thinking of  TOA was that she was actually told about it by other practices, and she was invited to come and visit our TOA Clark offices. She did that before she even came and organized getting the team that she wanted. 

Conclusion

So, if you want to gain the capacity you need to a have the time you want to grow your firm, start building your offshore team. We can help you do exactly that. More than 300 accounting firms across the globe have over 1,000 accountants, bookkeepers, and financial analysts as well as marketing, sales, finance, and administration support staff with us. 

Start taking back your clock by scheduling a FREE consultation with one of our  global team specialists. 

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Expert Insights On Building Capacity To Grow Your Firm

7-minute read

 

Firms looking to scale will benefit from one simple tip: think outside your comfort zone.

The solution to the challenges you’re experiencing may lie on offshoring.

One of the most common problems faced by firms looking to grow is the lack of qualified individuals. And it’s through offshoring that one of our clients, Measured Results, found the answer.

 

How to Build Capacity in 2018 with Offshoring - Tyler

 

In a previous webinar on How To Build Capacity Through Offshoring, Tyler McBroom, partner, shared his firm’s amazing journey on becoming one of the companies that successfully implemented this business model.

Firms get busy during tax season. It’s a challenging time and it’s important that accountants know how to adapt. There are obstacles, however, starting with being bogged down with compliance tasks to not having the right technology to speed up productivity and enhance efficiency.

 

How-to-Build-Capacity-With-Offshoring-Case-Study-600x339

 

With a steady stream of clients, the firm has one problem: they cannot find the right people to work on specific jobs. It didn’t help that their location isn’t very accessible.

But the shortage of skilled individuals won’t help them meet the workload assigned to them. They needed to deliver. And that is where offshoring comes in.

In the 12 months that Measured Result has been with The Outsourced Accountant, the firm has experienced rapid growth by expanding their team. In fact, they were able to double their staff.

Measured Result’s 12-month offshoring journey produced the following results:

  • 62% revenue increase
  • 130% pre partner profit increase
  • Bolstered growth for the business
  • More focus in training
  • Goal of hitting $1M growth

 

From having only four members, they grew to 12 team members. Now, they are looking into hiring more. Offshoring helped the firm find qualified staff.

They now have no less than three Certified Public Accountants (CPA). These are all highly skilled professionals who possess strong work ethic. McBroom recognises that these accountants are very sharp and do very good work.

Finding the right people to do the right job at the right price can have a tremendous impact on one’s business. That’s because you can have increased productivity and enhanced capacity. With the right people, your firm can meet client deliverables. And you don’t have to worry about accuracy and quality.

Assembling An Awesome Offshore Team

 

offshoring in the philippines

 

What’s great about offshoring is it allows you to tap into the huge pool of talents that are not available onshore. The Philippines, in particular, is a great place to offshore and recruit talents because:

  • It has a seriously skilled talent pool
  • Filipinos have a strong work ethic
  • Filipinos have a very strong affinity to the western culture
  • The Philippines’ time zone is aligned with yours

 

Furthermore, the Philippines is ranked high when it comes to English proficiency, making working with someone from the country easy because the language barrier is no longer there.

The work doesn’t stop with finding talent. You need to continually work on keeping your staff engaged and motivated because their mindset towards work will influence their performance.

Getting Your New Team Members Up To Speed

One of the key steps in ensuring success for your accounting firm is to onboard your talents properly.  

Getting your offshore team members ready entails investing time, effort, and thought because you need to ensure engagement from your remote team. Here at The Outsourced Accountant, we have a dedicated team for onboarding offshore teams called the client experience team.

Subsequently, you will need to train your new team members and get them up to speed with the business. It’s important to have a clear and outlined training schedule with very specific outcomes.

To get the best results, we highly recommend in-person training where you either fly out your team member to the onshore office or have a point-of-contact to go to the Philippines to provide training.

In this process, you will be able to walk the team member through the specifics of their role, the processes and systems, and, more importantly, to establish good rapport.

For Measured Results, McBroom shared that having their offshore team member flown to their Australia office yielded favourable results. Following recommendations from other people who’ve tried offshoring, they had their senior accountant sent over to Australia during their busy season. It turned out to be a huge thing because they were able to establish a good relationship, which also contributed to their capacity.

Another strategy is having a manager available to accommodate any questions from the entire team.

Welcome To The Future

Embracing technology is an important step to increasing capacity. As a huge enabler for offshoring, technology has transformed the way accountants work. It has made distributed workforce possible. Now, accountants can work anytime, anywhere by switching to the cloud.

There is a wide variety of software, apps and tools that have automated tasks from bookkeeping to generating reports, which significantly improved firm productivity and efficiency.

When Measured Results started offshoring, they transferred everything to the cloud. 80% of their clients are currently using Quickbooks Online. They also recommend that their clients go web-based. By switching to the cloud, their team members can now focus on growth-oriented activities.

Working with an offshore service provider will definitely pave the way for significant improvements for firms. While it’s not a magic pill, when done right, can yield the results you want. Offshoring can give you immediate capacity BUT know that it is a long-term play.

 

Subscribe to The Ledger to discover more valuable accounting business insights.

Check out our podcast at The Outsourced Accountant to learn the strategies and how-to methodologies to becoming a high-performing firm that delivers results.

 


Looking to scale your business by getting the right people to do specific roles? Call our global offshoring specialists at 1300 896 522 or click here to download our blueprint on how to build a global accounting team.


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