Internal Office Communication at Accounting Firms: Exclusive Canopy Survey

Canopy commissioned an independent research firm to survey 150 US-based accountants about office communication. The margin of error for this study is +/- 6% at the 95% confidence level. All data coming from the survey is indented and green.

The Problem With Email
Most people hate email-- how much they get from people they need to hear from, how much spam they get, the email manager itself (on the web and on mobile). But it seems to be something none of us can live without. Accountants are the same. They may get HUNDREDS of emails a day.

• According to our survey data, Email is the most common internal tech tool across firms of all sizes. 79% of accountants aren't sure their firm could function without email.

But they can't just get rid of it and ask all of their clients to contact them in other ways. Or can they??

How Email Is Part Of The Solution
Email doesn't have to go away. But it does need to be fixed. You may be getting emails from colleagues or clients. Fixing the problem is rooted in how you solve emails from both of these groups. When it comes to changing behaviors with colleagues, using email as the foundation of that change can make the change less abrupt. Sometimes, with Canopy, change isn't even needed!!!

• 51% of accountants and staff say forgetting to “reply all” has caused work delays and confusion in the past month.
• 41% of accountants have lost important client information due to poor internal communication.

The communication tab makes it possible for users to see emails that they were never CC'ed on. So we can help eliminate these work delays and confusions. Documents are easily found on email threads and stored on that client record. And no matter who the offender is (client or colleague), you can continue to have access to the emails you need even if someone forgets to reply all (let's face it, we've all done it).

Poor Office Communications Leads to Lost Revenue

• 37% of accountants say they have missed a client deadline because of poor office staff communication.
• 92% of firms that aren’t growing say they have ineffective office communication
• 41% of accountants have lost important client information due to poor internal communication.

The longer it takes you to complete the work, the longer it takes you to get paid. It doesn't necessarily mean you've spent more HOURS on the work, but you're still loosing money because 1) you're not being efficient and 2) you're not portraying a world class reputation/brand.

The way we communicate with our colleagues is just impactful as the way we communicate with clients/customers. Canopy comments and @mentions help accountants communicate better together.

• 91% of accountants and staff say they regularly want to reference client messages (i.e. screenshots of texts or emails, forwarding of emails) within firm communications, but only 42% are sure they can do it easily.

We help them communicate better by empowering conversations in context. By simply having the referenced/reference-able item connected with the message, there's less back and forth, less clarification needed.

• 76% of senior partners have had to “over communicate” with staff to explain what they’re referencing.
• 60% of accountants and staff have wasted time over communicating.

Team Comments + Client Comments = decreased email

The answer to all of your email troubles: team comments + client comments (via portal) = decreased email.