Client Response Tracking for a Tax Planning Firm
Professional ServicesClient Service & Operations
500 client channels. Nobody could see who was waiting.
A tax planning firm keeps a dedicated work channel for each of its more than 500 clients. When a client message goes unanswered, Botable flags it, drafts a reply and assigns it to a person. Leadership sees every client conversation in one live view.
- Organization
- Tax planning firm
- Industry
- Professional Services
- Team
- Client Service & Operations
- Problem
- Visibility & follow-up
The operating problem
Every client had a conversation. Nobody had the whole picture.
Each of more than 500 clients had a dedicated work channel. The support team kept those conversations moving, but no one can watch 500 channels at once, and no one could reliably tell which client was still waiting on a reply.
Leadership had the same problem at a different altitude. They needed to know where follow-up was slipping and which relationships needed attention, and there was no view across the whole client book.
No client waits unnoticed.
Before and after path
Before
Message lands in a client channel
Support scans every channel
Waiting client is not visible
Follow-through slips
Leadership finds out later
No complete client view
After
Flag the client who is waiting
Draft the reply and assign it
Show leadership the whole book
Support reviews and sends
No client waits unnoticed
Before
No complete client view
- 01
Message lands in a client channel
- 02
Support scans every channel
- 03
Waiting client is not visible
- 04
Follow-through slips
- 05
Leadership finds out later
After
No client waits unnoticed
- 01
Flag the client who is waiting
- 02
Draft the reply and assign it
Support reviews and sends - 03
Show leadership the whole book
What Botable built
One view. Support sees who is waiting. Leadership sees the whole book.
- 01
Flag the client who is waiting
When a client message goes unanswered, the support team gets an alert. No one has to scan 500 channels.
- 02
Draft the reply and assign it
The system drafts a reply and assigns the follow-up to a person. That person reviews the draft and sends it when it is right.
- 03
Show leadership the whole book
Leadership sees every client conversation in one live view, with the relationships that need attention at the top.
Evidence
The conversations did not change. Who can see them did.
- Every
- Unanswered message flagged and assigned
- 500+
- Client channels in one view
- 1.5 years
- In production
- 0
- Systems replaced. Built on the existing client channels.
After go-live
A year and a half in. Still watched, still human.
As client needs change and new channels are added, the layer that watches for unanswered messages keeps up without the firm touching it. Support still reviews and sends every reply. Botable runs the part that never sleeps.
Start with one gapDo follow-ups slip between channels?
We will flag the client who is waiting, draft the next step, and keep the whole picture current.
Start with one gap