Embedded Files
The Problem
Their CRM didn't reflect their modern firm.
The firm had been using Office Tools for many years, but the platform was no longer keeping up with where the firm wanted to go.
The interface felt outdated, the platform offered fewer capabilities than the firm needed, and credit card payment fees were becoming an unnecessary expense. More importantly, leadership wanted to modernize the firm's technology and move away from server-based systems.
As the firm continued to grow, they needed better visibility into their client relationships and day-to-day accounting work. They wanted a system where staff could easily see which clients they were responsible for, what services each client used, invoices and payments, files, communications, tasks, and important client information—all in one place.
They also wanted to improve the client experience. Clients needed a secure portal where they could communicate with their accountant or tax preparer, view their files, pay invoices, and upload documents without relying on email or other disconnected processes.
The firm discovered Canopy, a CRM and practice management platform built specifically for accounting firms, while talking with colleagues at a conference. They were impressed with its capabilities and decided it was the right direction for the firm.
But selecting the software was only the beginning.
Leadership wanted to modernize the firm's technology...
but selecting the software was only the beginning.
The Implementation
Understanding the firm's goals and software capabilities
Goal: Take the way the firm had already been working and translate it into a more modern system without forcing employees to relearn their jobs overnight
When I joined the project, the firm had identified Canopy as the solution but needed someone to take ownership of the transition.
This was a major implementation. Canopy would become a core system for the firm, used by approximately 40 employees and touching nearly every client process. The firm also had approximately 6,000 clients and years of accumulated data in Office Tools that needed to be migrated.
My role was to manage the implementation, coordinate the people involved, migrate the data, configure the system, train the staff, and provide support through the transition.
I began by working with Canopy's implementation team to understand what the migration would involve, establish a timeline, and identify potential roadblocks. I served as the primary liaison between Canopy and the firm's team, coordinating the technical work while also working closely with subject matter experts within the firm who understood the accounting and tax processes.
Those subject matter experts helped determine what information was most important and how the firm's accountants and tax preparers needed to work within the new system. My role was to coordinate those efforts, translate the firm's needs into the capabilities of Canopy, and help determine where the software could improve their existing processes.
The goal wasn't simply to move data from one system to another. It was an opportunity to take the way the firm had already been working and translate it into a more modern system without forcing employees to completely relearn how they do their jobs overnight.
Modernizing the Workflow
Systems only create value if people actually use it
I worked with the firm's subject matter experts to build workflows that supported the accounting and tax processes they were already familiar with while taking advantage of Canopy's capabilities. For example, accountants could create recurring tasks for each client, giving them an active checklist of the work that needed to be completed throughout the month. Rather than relying on memory or disconnected lists, recurring tasks and reminders helped make the workflow more consistent and visible.
This allowed the firm to gradually improve its processes without completely rewriting everything employees already knew. That balance was important. Technology should improve a business's processes, not create unnecessary disruption just for the sake of change.
Technology should improve a business's processes, not create unnecessary disruption just for the sake of change.
Training & Change Management
Software implementation was only half of the project
Getting approximately 40 employees comfortable with a system that touched nearly every client process was a significant change-management effort. Leadership was excited about modernizing the firm's technology, but staff were understandably more hesitant. They had experienced software changes before, and this wasn't a small application being introduced to a few people. Canopy would become a central part of everyone's daily work.
I led in-person group training sessions covering everything from basic navigation and client management to workflows, task lists, billing, settings, Outlook integration, and bulk email. I also adjusted my training approach based on the individual needs of the staff. Employees who were less comfortable with technology benefited from seeing the software demonstrated in real scenarios and then having the opportunity to explore it themselves. Instead of simply telling people how something worked, I gave them opportunities to practice using the system and ask questions as they went.
To reinforce the training, I documented the system in the firm's knowledge base. This included setup information, tutorials, and recorded training sessions that employees could return to after the implementation.
I also helped the firm prepare clients for the change. Staff were taught how to introduce the new client portal and explain it as a modern way to work with the firm. Clients could now securely upload documents, access their information, communicate with their accountant, and manage other interactions through one centralized portal.
The firm needed someone who could take ownership of the implementation and translate existing processes into the new platform.
We made sure the project actually made it across the finish line.
The Result
The firm successfully migrated approximately 6,000 clients and years of data to Canopy with little to no disruption to business operations. The transition was carefully planned so the firm did not lose meaningful business hours during the migration. The firm now has a centralized system built specifically for accounting and tax practices, giving employees greater visibility into their clients and the work that needs to be completed.
The firm gained capabilities that weren't available in their previous system, including bulk email, automated reminders, improved client communication, and integrations with tools such as Outlook and QuickBooks Online.
And the technology continues to grow with the firm.
Two years later, the firm is still using Canopy and continues to explore new features and beta capabilities as they become available. Rather than quickly becoming another outdated system, Canopy has given the firm a platform they can continue to build on as their needs evolve.
The software had already been selected. What the firm needed was someone who could take ownership of the implementation, translate their existing processes into the new platform, manage the data migration, train the team, and make sure the project actually made it across the finish line.
That's where the right combination of technology expertise, project management, and change management made the difference.
Need help?
Choosing a new software platform is only one part of a successful technology project. The real challenge often begins after the decision has been made.
A successful implementation requires someone who can understand how your business operates, translate those processes into a new system, coordinate vendors and internal teams, migrate your data, remove roadblocks, train your staff, and help people actually adopt the new technology.
If you're ready to modernize your firm's technology but aren't sure how to get from “we bought the software” to “our team is actually using it,” I can help. I'll help you turn the technology you've invested in into a system that works for your business and your people.
Report abuse