This client is a law group who specializes in providing tax and accounting advisory services for high net worth individuals. The organization services people around the globe and has quickly become a trusted brand for thousands of clients. The company headquarters is in Toronto, Ontario, with offices in London, England, and Bangkok, Thailand. Over the past 15 years, the company has expanded at a record-setting pace while maintaining high standards of customer service and delivering high-quality services
To keep up with the client’s demands, the company developed a custom application many years ago. However, years of growth placed tremendous pressure on the app and adjacent business processes. Moreover, the app was becoming a restraint and beginning to impact their organization from two perspectives. First, customer service was starting to deteriorate as the application was unable to keep up with governmental regulations and changing client requirements. Second, the organization was hesitant to add new clients to the system with the preexisting issues. The net result was a situation impacting existing clients while also restricting the growth of the company.
As Tridius began to engage, our team discovered that specific deadlines drive a majority of the law group’s business. Unfortunately, the design of the existing application created a pool of disparate data, which resulted in missed deadlines, errors, and significantly higher labor costs. To work around these issues, employees started creating sub-systems. However, this further compounded the problem, making it extremely difficult to manage client workstreams.
While business processes existed, most of the functions were labor-intensive. The law group was also suffering from a lack of automation.
The lack of automation created an environment of rising labor costs, reduced
margins, and downward trending customer service. Their growth made it challenging to scale business operations without incurring a significant increase in overhead.
Working closely with the customer, Tridius, was able to gain insight into the depth of the problem. Our team was able to grasp how the law group engaged with clients and how transactions moved through the organization. Solving the problem would require a significant investment and for them to embark on a large digital transformation project. So, Tridius had to architect a multi-phased project to develop a solution that would not interrupt ongoing operations.
To accomplish this objective, Tridius laid out a five-phase program. The program covers a twenty-four-month period leveraging the Microsoft Dynamics platform. Microsoft Dynamics was chosen for its flexibility to integrate and automate numerous business processes. It would give the law group a single system of record and client management while allowing the business to scale to new heights.