CCH CRM

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As an accountancy practice, managing relationships with our clients has to be at the heart of everything we do.

That’s why our CRM system can’t be a bolt-on extra – it really must

connect to every part of our organisation.

These days, of course, CRM isn’t just about keeping the clients we already

have. We also need to be continually exploiting opportunities to grow

the practice, whether through acquiring new clients or selling additional

services to existing ones.

With a limited budget for marketing, all this has to be done as efficiently

as possible. For example, we already hold a lot of information about our

clients and other contacts so we need a CRM system which can use this

data and synchronise everything back to a single database.

The software has to be easy to use, too. A cloud-based solution allows

us to get up and running quickly with no upfront software charges and

no additional hardware overhead. That way, we can leave the software

to get on with its job while we get on with ours… looking after our

clients and growing the practice.

client relationsfacing today’s challenges

CCH CRM powered by Workbooksthe solution from Wolters Kluwer

Manage marketing and client data from a single location

When marketing data is put into its own “silo” one of two things inevitably happens: either staff have to spend

extra time maintaining and refreshing it or else the data soon becomes out of date. The first adds significant

admin costs; the second makes marketing ineffective over time. The solution is to use a universal marketing

database in a single, central location, combining data from multiple sources.

n Universal marketing database – Data on all types of contact – from suspect and prospect through to

existing clients – can be combined and used together to drive marketing activity and business development.

n Integration – CCH CRM can be run as a standalone system but it also integrates with the rest of the CCH

software suite through CCH Central, allowing data to be synchronised across both. This brings additional

benefits including:

n Auto update of client and contact data from information entered in CCH Central.

n Transfer of selected contact information from CCH CRM to CCH Central, for example when a

marketing contact becomes a client.

n Billing data – analysed by assignment type – can be used in CCH CRM for marketing purposes

(requires the Business Module of CCH CRM).

So, whether you’re producing a tax return or running a marketing campaign, you know you’ll always be using

the most up to date information.

n Instant access – Integration gives easy access to sales and marketing tools directly from CCH Central.

n Inclusive – With integrated data and fully integrated software systems, CRM becomes a natural part of the

work of the practice rather than being seen as a discrete function performed by a separate group of people.

n Accuracy and security – A single source for contact data means no more worries about inaccurate or

incomplete information nor any additional overhead for maintaining it.

n Cloud-based – Get up and running without buying additional hardware. The cost effective annual subscription

is based on the number of users and a simple web-based interface means you can access your data anytime,

anywhere.

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Get valuable insight into your client data

While it’s important to capture data, it’s what you do with that data that really counts. CCH CRM includes a

powerful reporting engine that helps you make use of all the information you hold on your clients and other

contacts.

n More accurate data – CCH CRM enables you to create dashboards and dynamic reports so your management

teams get real-time access to the kind of accurate data they need for strategic planning.

n Segmentation – A powerful reporting engine allows you to quickly sort and segment data so you can provide

your prospects and clients with better targeted and more appealing offers.

n Better decisions – Share reports with individual users or on the basis of roles. Make sure the right people get

the key performance metrics they need to help them make quicker, better informed business decisions.

Get better visibility of client and contact information

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Improve the efficiency of the entire business development process

The simple truth is this: to grow your practice you need to increase your sales. By automating a number of the

processes that support sales and business development, CCH CRM increases the effectiveness of all your sales

activity, whether that’s aimed at acquiring new clients or selling more services to existing ones.

n Website integration – Use web-to-lead forms on your website to capture leads and automatically assign

them to the appropriate staff member or client team. Save time and improve efficiency by replacing manual

data entry with direct data capture.

n Email integration – Send out professional looking newsletters and promotional emails directly from

CCH CRM using the bulk email tool. CCH CRM offers integration with external email platforms such

as MailChimp, dotmailer and Constant Contact.

n Event management – CCH CRM makes it easy for you to promote and mange events by allowing you

to capture delegate information from a dedicated web portal.

n Return on investment – Make the most of your marketing budget by accurately measuring the return

on your marketing investment. CCH CRM allows you to associate costs to each campaign and track those

activities which convert into client activity, transactions and new opportunities.

n Automate business processes – Save time and reduce operational costs by automating key client touch

points, such as capturing delegate details for an event, or the month-end invoicing run.

Make accurate forecasts of future revenue

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Automate and improve client service

Every contact you have with your clients is an opportunity to distinguish yourself by delivering exceptional client

service. The case management tools built into CCH CRM enable you to build a fully rounded picture of your clients

by bringing all of your interactions with them into a single location.

n Online capture – Capture client queries submitted online or via email. Support cases are automatically

created and allocated a unique reference number without your staff having to re-enter information.

n Improved service – Continually refine your services by making use of all the data that your clients supply.

Customise case records by adding your own fields and produce reports to uncover the issues that are causing

problems.

n Sales opportunities – Spot sales opportunities by using a single system to handle all types of client queries

and other client-facing activity.

n Tracking and management – Assign cases to internal client teams or individuals for workflow management,

prioritisation, escalation and tracking. Track the progress of all current support queries and report on historical

data. Create follow-up activities and set reminders.

n Managing client relationships – The new CCH Workflow module running under CCH Central puts CRM in the

context of managing client relationships end to end, making CCH CRM even more powerful.

Manage your lead and sales pipeline

Selling a new service or acquiring a new client is usually the last step in a long process. By nurturing your leads every

step of the way along the sales pipeline you can maximise the number that are converted into actual sales, driving

practice growth.

n View activity – See all the individual emails, transactions, cases and other activities that your practice has ever

had with a particular contact. Use this information to anticipate individual or market needs and capitalise on

opportunities to cross-sell and up-sell.

n Forecast with confidence – Visibility of sales leads and prospects is combined with forecasting tools so you can

report on expected future sales and better manage the sales pipeline.

n Manage campaigns – See a list of outstanding activities in your marketing campaigns and details of campaign

members. Use these to plan your campaigns so that project milestones are achieved and campaigns are delivered

on time.

Improve conversion rates by analysing and tracking all leads in a single system

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CCH Centraldelivering a competitive advantage

CCH CRM powered by Workbooks is part of the CCH software suite.

At the heart of this integrated software suite is CCH Central which combines

information from multiple applications on customisable ‘home pages’.

CCH Central redefines the meaning of

‘integrated software’. Data from across

the practice can be extracted, reported on

and used for CRM, business development

and practice management.

The intuitive, browser-style interface

makes it easy for everyone – even

occasional users – to use the software.

Because CCH Central operates across

the entire software suite you only have

to learn a function once to be able to

use it anywhere.

Data management

CCH Central eliminates wasted effort and eradicates errors with a single, central database so you only have to enter and update information in one place. And because CCH Central works across your software suite, you get a complete picture of your clients and your practice without constantly swapping between applications.

Reporting

Using CCH Central Reporting, even non-technical users can construct complex reports, simply by dragging and dropping fields. Data can be drawn from multiple CCH applications and presented in a single report. Simplified cross-client and cross-application reporting enables rapid data mining, opening up new markets and opportunities.

CRM and business development

CCH CRM powered by Workbooks is integrated with CCH Central so you can grow your practice and engage with your clients using the information and skills you already have. The cloud-based CRM system improves the efficiency of the entire marketing and business development process, from running events and capturing web queries to managing your new business pipeline and measuring the return on your marketing spend.

Managing KPIs

CCH KPI Monitoring enables you to manage business-critical events, deadlines and tasks occurring across all your applications. When a trigger condition – such as overdue information, excessive WIP or a completed tax return – is met, the software sends out an alert email which can include a report on the exact status of the key performance indicator being monitored. You can also use it to automate the production and distribution of regular practice reports.

Workflow

CCH Workflow allows you to manage tasks across your entire software suite. Workflows can be triggered by an event – such as setting up a new client – or by the completion of another workflow, and can be extended to interact with third-party systems. CCH Workflow helps you monitor deadlines, avoid resource bottlenecks and focus on managing end-to-end client relationships rather than just individual jobs.

Wolters Kluwer is one of the world’s largest providers of tax, accounting and audit

software, information and services.

As a global market-leader with annual revenues of over €3.5 billion, operations

in 40 countries and more than 18,000 employees worldwide*, our software,

information and services deliver smart tools, vital insights, timely training and the

guidance of subject-matter experts.

In the UK our products and services – supplied through the CCH and Twinfi eld

brands – support more than 20,000 professionals. We work hard to help you

improve effi ciency and reduce compliance risks so you can use more of your time

to build stronger relationships with your clients.

The Wolters Kluwer difference

97% of the top 100 accountancyfi rms use a Wolters Kluwer product

54% of FTSE 350 companies use a Wolters Kluwer product

*Revenue in 2013 €3.565 billion. Other fi gures from the Wolters Kluwer annual report. Customer numbers based on internal research, November 2014.

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Call: 0844 561 8181*

Email:

Visit: www.cch.co.uk/software

Find out more about CCH CRMFor more information about the CCH software suite:

cchsoftware@wolterskluwer.co.uk

Wolters Kluwer (UK) Limited. Registered in England and Wales, No 450650, VAT No. 710 9357 45. Registered Office: 145 London Road, Kingston upon Thames, KT2 6SR, United Kingdom. *Calls cost 7p per minute plus your telephone company’s access charge

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