Client Success Story

McConnell Logo

 

About the Client

McConnell & Jones LLP:  McConnell & Jones LLP, headquartered in Houston, TX, provides comprehensive financial, accounting and business advisory services to both national and international clients.  Founded in 1987 with an emphasis on providing assurance and tax services to the public and private sector, McConnell & Jones has since grown to encompass all aspects of business management, risk advisory, and process improvement.  McConnell & Jones places emphasis on providing high-level services with technology-driven, secure solutions.  The firm is ranked among the top 1 percent of accounting firms in the country that audit employee benefit plans and is consistently listed as a top 20 accounting firm by the Houston Business Journal.

Challenge/Situation

McConnell & Jones deployed Microsoft Dynamics CRM Online in 2010.  The firm invested significant resources to customize the solution for the unique requirements of the accounting profession but struggled with adoption; despite clear support and usage from the managing and shareholder partners.  Time and again, updates were pushed down from Microsoft which modified customized workflows and data fields causing strain on the internal team charged with administratively supporting the system.   McConnell & Jones was also expanding with new offices and service offerings for their clients.  With more than 100 professionals and two new offices, there was clearly a need for collaboration and focus on the client experience within their firm.

Solution

Lori Jamail, Marketing Director for McConnell & Jones, contacted Templeton Solutions seeking to optimize their existing cloud solution from Microsoft.  Lori was aware of Templeton Solutions reputation in public accounting and was interested in their best practice experience to support firm growth.  The firm chose CRM for Professionals™, powered by Microsoft Dynamics CRM, to improve their marketing and business development efforts and accelerate adoption with the staff.  McConnell’s previous experience with CRM allowed the firm to focus on the benefits of CRM for Professionals™.  Configuration and data conversion were performed during busy season with training and rollout occurring immediately after.

Result

The launch of a “new and improved” CRM tool brought immediate value to McConnell & Jones’ stakeholders. The CRM for Professionals™ tool provided new features that where either buried or not available with CRM Online.  For example, when pursuing a new client many users have taken advantage of the Microsoft Insights market intelligence feature to complete market research or to find new contacts.  McConnell & Jones users have also enjoyed the Follow Account feature which has allowed them to use the database as intended – for client management as opposed to simply being a flashy sales pipeline.   Users have also enjoyed the updated dashboards and customized views which work to keep everyone informed but also involved in the process of practice growth.    Additionally, from a database administration perspective, working with Templeton helped ensure a smooth process – they truly understand the needs of a CPA firm whereas the firm’s previous support, directly with Microsoft, was always hit-or-miss and haphazard.  This change in itself has allowed both the marketing and technology teams at McConnell & Jones to focus on execution of their strategic growth plan and not on maintaining the infrastructure to support it.

“Working with the Templeton Team was a great experience.  They understood the needs of my firm and worked closely with us to develop practical solutions for tracking KPIs.  Furthermore, Templeton’s project managers were timely in their deliverables and always available for follow-up. Their level of support made it possible to re-launch our new and improved tool with little downtime or disruption to users,” said Lori Jamail, Marketing Director,  McConnell & Jones.