Xpitax News Articles
Survey Says. . . .
Our goal at Xpitax is to consistently exceed client expectations. One way we accomplish this is by conducting annual customer service surveys. We value client feedback because it helps us evaluate and improve our service offerings and
drives product development and innovation. Many of the new features in this year's application were a direct result of client feedback. The best way to achieve superior customer service is to seek customer feedback, whether positive
or negative, and address any concerns as quickly as possible. Too many service companies today talk a good game, but fall short on delivering. We, at Xpitax, listen and learn to continually meet and exceed customer expectations.
Our surveys revealed that the most important service attributes are:
- Personable Service
- Responsiveness
- Individual Attention
- Insight
We were delighted to discover that these attributes, which continue to separate Xpitax from our competition and solidify us as the leading provider of outsourcing solutions, are still rated most important to our clients.
Although we love to hear positive feedback, we equally embrace constructive criticism. Luckily, our clients don't hold back. Some areas of improvement that they have identified, and what we are doing to address them, are detailed below:
- Speed. We are currently enhancing XCM to handle over 10,000 users at one time. The application has evolved to allow for data retrieval and page refresh time not exceeding 4 seconds. Normal web applications have an acceptable
speed of 8 seconds to retrieve and refresh a page, so our new application will be significantly faster.
- Batch Processing. You will have access to most of the task areas directly from the home or search page, rather than having to go to the profile sheet. For instance, if you perform a search on existing clients with open
questions, you will be able to click directly into the question page from the search page without going into the profile sheet.
- FTP. We will no longer be using FTP in our transfer process. Although FTP is effective, it is cumbersome for transferring files to Xpitax. Instead, we have built a transfer manager within the application to seamlessly transfer
batches of files while maintaining the highest security.
- Tax Preparation Training. We have retained most of our Tax Supervisors from last year and they have completed our extensive training program for the upcoming year. This will ensure that the quality of the returns will be
up to standard for both Xpitax and our clients. Additionally, we created a "Customized Training" program for clients who require specially-trained teams for their returns prior to the Tax Season.. By providing their 2004 scanned
files and the final issued tax return, their team will be fully prepared on day one of the tax season to perform according to specifications.
- Due Date Monitoring. We have expanded out workflow application to include a full due date monitoring system for all types of returns and other client deliverables.
- Multi-office Capability. We have redesigned our system set-up to create a multi-office environment.
Our CPA clients rely on Xpitax to help them overcome the challenges they face in today's marketplace, some of which include:
- Improving the workflow process
- Maintaining work-life balance
- Optimizing productivity
- Achieving accountability
- Increasing profitability
- Enhancing client service
According to our clients, the top issues facing their operations are the unproductive manual processes that reduce efficiencies. The workload drives the business instead of the business driving the workload.
Xpitax CEO, Mark Albrecht, a CPA for almost 30 years, developed XCM based on a very real need he identified in his own accounting firm. Every year, his firm along with Xpitax clients, process hundreds to thousands of tax returns and
financial statements in a condensed timeframe using the same inefficient paper/file based workflow process they have been using since the inception of the industry.
Tax departments are challenged to produce more work using an inefficient process with limited controls. Every year, they struggle with the same pressure points that hinder productivity and create unnecessary anxiety and stress. Albrecht
and his partners brainstormed ways to facilitate the tax preparation process and conceived a unique method of electronically controlling workflow throughout the office. The solution was XCM.
To learn more about XCM and how it can benefit your firm, visit our website
www.xcmsolutions.com, or call us for a live demo at 781-356-5152.
Here's what clients have to say about this unique product and service:
"XCM has greatly improved the service we provide to our clients. We no longer feel the pain in our stomachs when clients call inquiring about the status of their returns. We have access to real-time information, at our
fingertips, to better serve our clients. XCM has also eliminated the risk of a client slipping through the cracks and has given us a management tool that identifies bottlenecks before they become problems. The status of a return
is only a keystroke away, eliminating the need to frantically try to locate a client file."
- Robert Goodman, CPA, of Robert Goodman PC
"Training and set up was great. Xpitax was always there to help and implementation was seamless and painless!"
- Mary Clark, Zusman & Associates
"The training sessions provided by Xpitax were extremely smooth and the ongoing Customer support has continued to exceed my expectations. With the team environment that was created, I felt as if Xpitax was on my team... GREAT!!"
- Sarah Daniel, Shepherd & Goldstein LLP
We want to sincerely thank our clients for taking the time to offer us constructive feedback. We are committed to our clients and their needs and we strive to develop new services and product innovations to meet those needs. We strongly
believe that if we respect our clients and serve them well, our own success will follow.
- The Xpitax Team