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More than anything else, you almost create a sense of family. I expected competence but did not expect the friendship and warmth received. |
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Everything is handled in a timely manner. Even though I know you are very busy, I never feel rushed or neglected. Most important...you are the experts and I feel I can always trust your advice. |
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Rick has always taken great care in our family's accounting. This past year he was involved with our purchase of a business and he guided us through the transaction. I appreciate his personal interest and concern for our family. |
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Don has far exceeded my expectations. He has done a wonderful job of helping me navigate through some very difficult times. |
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Mellott & Mellott provides excellent and timely advice with customer service as its top priority. John is able to make complex tax issues understandable. |
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Vito P. |
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| Helping the Environment and Improving Client Service through Document Management Technology
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June 2006
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Five tons. 10,000 pounds. That is the annual paper savings local accounting firm Mellott & Mellott is realizing as one benefit of being the first accounting firm in the region to fully implement a document management system. While the firm is proud of the environmental impact, the driving force behind the commitment to innovation is the ability to better serve clients.
Between government retention regulations and historic practices, Mellott & Mellott, like most accounting firms, evolved to incorporate multiple hard copy filing and information management systems. For example, the first client back in 1956 was client #1 and so on. If one of the first client's children became a client, the child was client 1a. As a result of this system, when a client called with a question, an integral knowledge of the client and their relationship with the firm was needed in order to locate their hard copy file. At times, finding a file was a challenge, even if it was properly filed. In addition, the file could have been "pulled" by another staff member and may have been sitting on someone's desk. Additionally, the firm was operating with three different client databases. Someone could be Tom in one and Thomas in another. All of this hindered the ability to quickly access needed information, which inhibited the ability to provide the level of service for which the firm is renowned.
Two years ago Managing Partner, Don Mellott, Jr., charged the technology department with the responsibility of "taking the firm to the progressive edge of available technology in order to better serve clients and improve efficiencies."
The defined goals and objectives were:
1. Improving client service through
a. Enabling immediate or quick access to client information
b. Improving internal and process efficiencies
2. Supporting the firm's high standards of objectivity and quality
3. Ensuring the safety and security of data
4. Securing 100% staff participation, including Partners
5. Being environmentally friendly
6. Breaking even on the investment within 36 months
Following a thorough analysis of the options and benefits, the firm adopted a detailed technology plan that encompassed desktops, document management software, automated audit and tax preparation software, remote system access and security.
The keystone of the system is document management technology. The goal was not to be paperless, but to create, require, and keep less paper. The results have been dramatic.
In 1998 an audit team returned from a client site with a rented van and a Blazer full of audit work papers and copies of documents. Since then, the client has grown by 50% and yet this year the audit team returned with all of the needed data on a memory stick and it was backed up on a laptop. This saved the client significant time and resources and enabled each member of the audit team to access the data they needed in seconds.
Several factors contributed to the program's success. New employees joining the firm are typically highly computer savvy. A key part of their computer literacy is the ability to use computers to search for data. The document management system's search functionality has been a contributor to the ability to quickly access needed data on behalf of clients.
Another key success contributor is commitment of management. It was recognized that partners would be the most difficult to convert. Their commitment and dedication to the program has been critical to its success internally and overall.
The technological innovations have also supported the firm's progressive HR policies. Employees can now securely access the entire system remotely. This supports the firm's flex time policy and enables staff to work from home without having to take home reams of paper.
This system has also enabled two staff members who suffered serious health issues to remain productive while at home recuperating. During their illness they stayed connected with their duties, colleagues, and clients through remote access to the firm's information technology system. They very much appreciated the ability to contribute and maintain their feeling of being an important team member despite their inability to be in the office. The remote access is a win for employees, the firm, and its clients.
In dealing with the highly confidential data of clients, safety and security are critical. As a component of the document management system, the firm implemented protocols that ensure data security. The firm operates two server systems in-house. One system contains the firm's operational software programs. The other server houses data and documents. Each server has built in redundancies. Additionally, there is a mirror image of each server, and each system has a back
up tape that is taken offsite nightly. Lastly, a monthly backup is made and placed in a safety deposit box.
As a result of the firm's commitment to innovation, all goals and objectives have been met. Tax, audit, time, and billing, depreciation and supporting documents are all integrated. Employees enjoy greater efficiencies and flexibility, and the investment breakeven is 18 months. Most importantly, client service is improved, and the firm saves the trees that would otherwise be harvested each and every year to make 10,000 pounds of paper.
Tom Meyer, who is responsible for most of these developments, has been with Mellott & Mellott for forty years and is the Partner in charge of the Technology Department. |
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