Our tax resolution client was suffering from poorly kept financial books as they were unable to recognize revenue at the correct time. This was happening since their case advocates were not following the service workflow properly. We developed custom tabs and a robust service workflow mechanism that not only ensured data integrity but enabled timely revenue recognition and easy maintenance of financial statements.
The client had various case advocates handling multiple customers each with hundreds of documents, unique resolutions and specific invoices according to the service required. The case advocates were not following the correct workflow for handling each resolution and their records, making data analysis difficult.
This affected the timing and amount of revenue recognition and caused discrepancies in the financial statements. There’s no need to emphasize how essential clean financial books are.
We built a customized service workflow for our client inside their CRM. A new tab called ‘Service Workflow’ was developed to restrict the advocates from jumping from one status to another.
The Service Workflow model upholds data integrity for significant service milestones. These were the key determinants for revenue recognition by Generally Accepted Accounting Principles (GAAP). This model was strategically structured to not only prevent data discrepancies but also lay the groundwork for a comprehensive approach to service workflow management.
Central to our solution was a ‘Verification Checklist’, a pop-up within their CRM. The case advocates can view this checklist to go through all necessary data points to securely and accurately complete each status. This checklist acted as a step-by-step guide, ensuring that all critical data points were accurately captured.
When the user marked any status as completed, they were automatically guided to the Verification Checklist for review. This meticulous data collection served as the foundational element for the Service Workflow.
Impact on Business
The successful implementation of the enhanced workflow brought about a transformative business impact. By incorporating the custom workflow tab and the checklist, we established a robust mechanism to ensure consistent adherence to the correct service workflow. Consequently, this meticulous workflow adherence safeguarded the integrity of data associated with revenue recognition and financial statement preparation.
This case study stands as a testament to the tangible benefits of integrating technical solutions within a business framework, resulting in a smoother workflow, accurate financials, and enhanced overall performance.