Building a Digital Client Experience Platform at a Top 20 USA Accounting Firm

Accounting firms typically rely on various applications to deliver services, resulting in a fragmented client experience across service lines. As Lead Product Manager, Zac developed a platform that centralises service delivery, ensuring a seamless, consistent experience for clients.

How did we achieve this?

The firm's senior leaders recognized the need for change, prompting Zac to lead a full discovery process to find suitable technology. He conducted client interviews to identify improvements and opportunities for tech integration. Their feedback shaped the product, which we launched at the end of 2022.

Industry Press Release

The Business Impact

This initiative improves client satisfaction by delivering a seamless, consistent experience across all service lines, reducing friction and enhancing loyalty. Internally, it streamlines operations, cutting time and costs tied to managing multiple applications. The platform also provides valuable data insights for service refinement and cross-selling, supporting revenue growth and competitive differentiation.

OUR SERVICES