Technology change is a constant in today’s fast-evolving audit and accounting landscape and navigating it successfully can be challenging. At a Caseware event, a panel of customers from leading accounting firms shared their experiences and insights on managing technological transformation within their firms.
The panelists included: Tricia Katebini, Partner, Audit and Assurance, GRF CPAs & Advisors; Matt Sutorius, Shareholder, Clark Nuber PS; and Mike Loritz, Shareholder, CBIZ.
The panelists shared how their firms managed all aspects of the transformation process, offering practical insights and recommendations from their experiences. Their discussion included targeting decision-makers, being sensitive to company culture and implementing training and support. Here’s what the panelists had to say.
Bringing change to decision-makers and across the firm
The panel discussed the necessity of bringing change not only to top decision-makers but to the entire firm. Loritz addressed the need for educating the whole practice about why a specific change is necessary. Rarely are all members of a practice on the same page.
“You’ll have the full spectrum. You’ll have the individuals [who] embrace change. You don’t even have to tell them why. But you have individuals on the other end of that spectrum who say, ‘What’s the problem? Why do we need to do something?’”
Katebini echoed this sentiment and emphasised the crucial role of communication across the firm. Simply giving a mandatory directive can fail, as team members who need help understanding the reasoning behind the solution might not use it. They can see adopting a new solution as burdensome on top of their already hefty workloads. So, communicating the future benefits of the change is not just important; it’s critical.
Sutorius said a solid strategy is to start with a small group of partners who are more receptive to the idea and work up from there. “Knowing when to bring that to the full group when you’ve done the work is important.”
Loritz’s organisation has a tech champ network – a group of individuals throughout the offices who act as the technology testing team. These individuals are early adopters of new technologies and are responsible for testing and providing feedback on new software or systems. The team also drives the technology and innovation culture within the firm through a boots-on-the-ground approach and being champions of change.
The importance of culture in driving change
The panel talked at length about how a practice’s culture can support or impede change. Practices driving change must be aware of its impact on culture.
“We have to make sure that the changes we are implementing aren’t going to split apart the culture that we have created within the firm,” Katebini noted.
Sutorius noted the need for alignment with incentives. If firms tie bonuses to productivity and team members have to deal with a massive software change, there will be resistance. “Structuring their bonuses or their promotions around what we want them to do is important.”
Implementation of training and support
The panel discussed the methodology and philosophy behind training and implementation, emphasising a deliberate approach to training rollout. “Give yourselves a long runway,” Katebini said. “Be able to understand it’s not an overnight switch. It’s a long process, a long journey of understanding how the system works, what happens in the background and how to make the updates.”
Sutorius said it’s important to be deliberate about who gets trained when. Internal team members trained early on the technology, who can then train everyone else in the organisation, might work better than hiring an outside party to do everything.
Loritz noted the importance of starting with early adopters who can offer firsthand accounts of their experience. “If they’ve bought in, now we take the benefits to our board or executive committee: here’s why the ROI is positive. That sells them.”
Monitoring and feedback
How to assess an implementation’s success was also a topic of discussion. Aside from human feedback, there’s also great value in looking at the data.
Katebini said data can provide a significant amount of information. “We recently implemented a new technology, and we could easily take the engagements tied to that technology and calculate the time our firm saved. So, we can take some of that time saving in our budget and foster and develop that relationship with the client, which sparks additional revenue.”
Sutorius followed this point by emphasising the importance of authentic metrics, especially when selling value to clients. “You have to be genuine in those things.”
As for feedback and implementation, Sutorius discussed the importance of setting goals for the implementation of new software, to get it up and running. That can include making use of the new solution mandatory.
The insights shared by the panelists highlight the multifaceted approach required to successfully navigate technological change in the audit and accounting industry. By engaging decision-makers, fostering a supportive culture, implementing thorough training programs and continuously monitoring progress, firms can effectively manage transformation and drive future success. The experiences of the panelists underscored the importance of clear communication, strategic planning and leveraging data to demonstrate the value of new technologies. As firms continue to adapt, these strategies will be crucial in maintaining a competitive edge and achieving long-term growth.
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