Focusing on Client Success with RSM Australia
“You might have heard the term big ship to steer, that’s us,” says Joe Mulcare, Digital Analyst at RSM Australia. With 1,200 staff across 30 offices in Australia alone, RSM is one of the largest professional service firms in the country. It’s also one of the oldest, celebrating 97 years in the industry this year. […]
5 March 2019 |
“You might have heard the term big ship to steer, that’s us,” says Joe Mulcare, Digital Analyst at RSM Australia. With 1,200 staff across 30 offices in Australia alone, RSM is one of the largest professional service firms in the country. It’s also one of the oldest, celebrating 97 years in the industry this year. Their parent company, RSM International, is the world’s 6th largest audit, tax, and consulting network. It employs more than 43,000 people in 800 offices across 120 countries. The sole mission of this massive operation? To guide clients through business challenges, both locally and seamlessly, across borders. Joe, who works with the Digital Services Division, is at the forefront of introducing businesses to the cloud. From simple advice to total implementation, Joe and his team step in for clients of all sizes. “Our key role is to help advisors feel more comfortable and confident about recommending digital software. We offer advice around their digital ecosystem,” he emphasizes. Transitioning to the cloud Joe is familiar with the anxiety around automation and knows just how to deal with it. “A lot of people are afraid of what automation might mean for their job,” he says. “I think the Accounting industry as a whole is going to be changed dramatically by automation. That’s not necessarily a scary thing though.” And that’s why RSM Australia is here: to advise clients on improving business efficiencies using cloud technology. Not to replace accountants and bookkeepers, but to free up their time to focus on more high-value tasks. To be able to advise their clients, Joe’s team attends events and conferences where they can see firsthand what software is available and how it can help their clients. He describes their approach: “For us, what we’re really seeking for is those light bulb moments where our advisors say, man, I’ve got a client who would just love this.” Their hands-on attitude allows them to get to the bottom of a client’s problems and provide long-term solutions. And because they understand that businesses can be swallowed by tech transformation, they balance quality with urgency. “It’s not just about setting up a piece of software. It’s about guiding them and giving them that time to do things that are more useful like growing the business and developing new processes to further improve efficiencies,” he says. As an advisor, he focuses on empowering their clients through financial data. He believes that it comes down to that core accounting piece where the different revolving parts of business flows perfectly into. Tanda, as a partner software, is able to contribute to that. Steering ships large and small As a large professional services firm, RSM Australia needs to constantly reevaluate what it means to keep employees productive and successful. For Joe, this kind of workforce success means employee engagement. “Happy employees make a happy company. That comes down to a few things, and I think a big part of that is employee engagement, how happy they feel in their role.” That’s why they partnered with Tanda, a rostering, attendance, and labour insights platform that caters to clients in every region. “At the end of the day, we have to advise on the best software. Implementing software like Tanda makes these processes that once would have been a burden on both the employer and the employee snappy, easy, and a joy to use.” Tanda helps businesses manage staff and significantly decreases administrative work. With multiple payroll and POS integrations, it’s one of the most responsive and user-friendly software on the market. And because it’s adaptable, it can handle anywhere from 8 to 18,000 staff members. Like Tanda, RSM Australia is no stranger to managing thousands of clients. “We’re also negotiators, and I think that’s probably one of the hardest parts,” he says. “It’s just being there and listening to both sides and trying to make everyone feel comfortable. When we’re implementing Xero and Tanda, for instance, we want all the key stakeholders to feel comfortable, and that means we need everyone involved.” Indeed, transparency is one of RSM’s key virtues and one that they promote to clients and partners as well. Focusing on client success When it comes to convincing their clients to transition to the cloud, Joe finds that there’s really no one-size-fits-all solution. “You might find in Sydney or Melbourne and the willingness to move to cloud technology, especially when they have issues,” he says. But a client with poor internet connection might be more difficult to convince. Solutions also need to be tailored according to the client’s familiarity with technology. “For a lot of people, the cloud is scary. They have questions about is my data secure or who’s really having access. We face questions like that every single day.” At the end of the day, Joe and RSM Australia focus on making their clients successful. Their access to infrastructure, or what their attitude is towards technology, doesn’t matter. The bottom line is to help the client reach their business goals. Like Tanda, they do this by staying abreast of software trends. They constantly innovate to make sure every resource is leveraged. RSM Australia knows that ensuring success comes from empowering people. “We want to help guide them through the tricky process of navigating the cloud space [and give] them the confidence that they can approach it themselves,” he concludes.