Profile

With 30 workers unfold throughout a number of time zones, together with an audit crew in Jordan, MillerMusmar CPAs wanted a system that might unify their agency with out slowing them down. 

A proud member of BDO, the agency had outgrown its patchwork of instruments, together with Observe CS for venture administration, SafeSend for e-signatures, and a custom-built inside platform to deal with admin work. 

Regardless of the excessive stakes, they selected to implement Cover throughout tax season—and went stay, firmwide, on January 1. 

“Just a little bit courageous, a little bit bit harmful—however we did it.” – Heidi Gouger, COO

 

The end result: fewer errors, smoother collaboration, and a central hub that helps each workers and purchasers with out the chaos.

Onboarding with Intention, Proper within the Center of Tax Season

With tax season looming, the MillerMusmar CPAs crew accomplished their information cutover the week of Thanksgiving, and went stay firmwide with Cover on January 1. 

However the transition wasn’t nearly switching instruments; it was an opportunity to adapt and fine-tune the inner processes that had made them profitable, in addition to revisiting and eliminating the processes that had been holding them again. 

The Cover implementation crew helped them migrate their current information and translate present processes into Cover.

Between MillerMusmar CPAs’s custom-made workflows, Cover’s templates, and responsive assist crew they had been capable of construct a extra environment friendly, related agency.

And as their wants evolve, they’ve discovered Cover to be an agile, collaborative companion, already rolling out updates primarily based on their suggestions. 

For MillerMusmar CPAs, onboarding throughout tax season wasn’t a setback; it was the beginning of a firmwide operational improve.

Time Monitoring That Truly Will get Used

At MillerMusmar CPAs, time monitoring isn’t non-compulsory; it’s a vital a part of how they run their agency.

Each crew member logs time towards the consumer, service, process, and even subtask, giving the agency an in depth view of the place hours are being spent. Cover made that course of simpler to handle and simpler to implement. 

With time monitoring constructed instantly into every day workflows, the crew is extra constant, and management will get the info they should perceive productiveness, billing, and the place issues could also be getting slowed down. Whether or not it’s hourly billing or fixed-fee work with add-ons, the agency makes use of time information to drive smarter selections and extra correct invoicing.

Extra Environment friendly and Fewer Issues “Falling By the Cracks”

Earlier than Cover, disconnected techniques and scattered communication made it simple for duties to get missed, particularly throughout busy season. 

With Cover, the agency centralized its workflows and consumer communication, dramatically lowering error charges. Each process, remark, and e mail is now tied on to the consumer report, so nothing will get misplaced or neglected. 

“It is made an enormous, large distinction for us—efficiencies, completely, but in addition error fee. We used to say ‘it fell by means of the cracks’ far more than we wished. We went from managing tasks and communication in e mail to managing the whole lot in Cover. Having it multi function place is a game-changer.” – Heidi Gouger, COO

Even when somebody wasn’t tagged in a remark, they might nonetheless see the dialog in the event that they had been concerned with the consumer. That shared visibility has eradicated guesswork and last-minute scrambles—saving the crew time, stress, and rework.

Improved Communication, From Purchasers to Coworkers

For MillerMusmar CPAs, efficient communication, particularly with purchasers, was a serious ache level. Conversations had been scattered throughout e mail threads, Groups messages, and totally different software program instruments, typically leaving crew members out of the loop. 

With Cover, the agency centralized all consumer interactions instantly throughout the consumer report, making a single supply of reality.

Cover’s consumer e mail integration, inside feedback, and in-app messaging permit anybody on the crew to leap right into a dialog with full context, no inbox-digging required. The e-mail abstract characteristic has additionally been a game-changer, giving workers fast overviews with no need to learn lengthy threads. And when purchasers attain out, communication is rooted of their report, so nothing slips by means of the cracks. The end result? Sooner response occasions, fewer miscommunications, and a considerably higher consumer expertise.

“Communication used to get misplaced in emails. With Cover, the whole lot—tasks, feedback, consumer conversations—is in a single place. It’s a game-changer. Even when somebody isn’t tagged, they will nonetheless see updates tied to the consumer, so nothing will get missed.” – Heidi Gouger, COO

Visibility

Earlier than adopting Cover, MillerMusmar CPAs struggled with siloed communication, disconnected instruments, and restricted visibility throughout departments. And people challenges turned much more pronounced with a distant and hybrid crew. 

Since implementing Cover, the agency has reworked the way it manages work and collaborates. 

“Every little thing that has to do with a consumer, whether or not it entails 5 workers or two, we’re all going to the identical place and seeing the identical factor.” -Heidi Gouger, COO 

Visibility into venture standing, cross-departmental workflows, and crew process progress has improved accountability and effectivity—particularly throughout tax season. With clear audit trails and shared context, workers can step in seamlessly when others are out, and managers can proactively spot bottlenecks with out digging by means of inboxes.

Constructed for What’s Subsequent

For MillerMusmar CPAs, Cover isn’t only a device; it’s a long-term companion in constructing a extra environment friendly, collaborative agency. 

As their workflows evolve, so does their use of the platform, from onboarding new workers to monitoring efficiency and managing complicated consumer work. With visibility, accountability, and communication all centralized, the agency has a transparent basis to scale what works and repair what doesn’t. 

“Cover has actually develop into our supply of reality. If it’s not in Cover, it’s not taking place.” – Heidi Gouger, COO