This case study tells the story of Tolvern, a growing firm of Chartered Tax Advisers and Accountants from Truro, Cornwall, as they transformed their operations from cumbersome paper-based procedures to a streamlined, cloud-based system through a dedicated 10-month technology adoption programme.
Based in Truro, Cornwall, Tolvern is a small yet ambitious provider of specialist and full-spectrum accountancy services. Their portfolio spans from tax efficiency planning, business restructuring, HM Revenue & Customs investigations, to traditional accountancy support such as accounts preparation, tax compliance, PAYE, VAT, and tailored business advice. With a reputation built on providing personalised solutions, the firm’s steady growth has been driven by a commitment to excellence and client-centric service.
The Challenge
Before embracing digital transformation, the firm relied heavily on manual systems and in-house developed technologies, with all data stored on-premises. The COVID pandemic and the subsequent shift to remote working had already exposed the limitations of this outdated infrastructure. In addition, key operational frustrations included:
- – Fragmented Data Entry: Staff were required to enter client details repeatedly into different systems, a process not only inefficient but also prone to errors.
- – Disjointed Processes: The separation between administrative tasks and production work (such as account preparation) resulted in redundant work and increased the risk of mistakes.
- – Infrastructure Dilemma: The firm wrestled with the decision of whether to invest in an upgraded on-premises server or migrate to a cloud solution.
- – Change Aversion: Despite recognising the need for innovation, the partners admitted being tempted to “keep their head in the sand” since the old system, though flawed, was familiar, and time to explore alternatives and migrate to a new system was limited.
The Solution
After careful exploration of options with the support of TiPS, the firm identified a comprehensive solution that would eliminate operational redundancies and allow all data to move to the cloud. The solution came in the form of Capium, which promised to:
- – Automate Repetitive Tasks: Capium would handle data transfers, reducing manual entry errors and alleviating staff anxieties. The goal was to save around 20% of staff time, which could then be reinvested in business development and client relationship building.
- – Integrate Workflow: The new system was designed to integrate administrative responsibilities with production processes, reducing the need to duplicate information across platforms. The integration was needed to reduce staff anxieties and stress caused by previous approaches that required significant efforts to avoid data inconsistencies.
- – Enhanced Client Interaction: Automated reminders for submitting accounts would not only streamline workflows but also relieve staff from the pressure of chasing clients for deadlines and allow time with clients to be used for relationship and business development.
The TiPS Project
The transformative journey was catalysed by the TiPS adoption accelerator programme that provided:
- – Expert Guidance: Working alongside academics and seasoned consultants, the firm gained access to fresh perspectives and a wealth of knowledge on leveraging technology as part of thinking focused on firm strategy and changes to business models.
- – Financial Empowerment: The firm utilised a £25,000 grant, which was allocated to both purchasing licenses for Capium and engaging external consultants who constructed detailed migration plans.
- – Tailored Support: The hands-on guidance from TiPS helped change the firm’s thinking about the role of technology, helped build confidence when engaging with questions about technology and overcome hesitations about cloud migration.
Lessons Learned
Set the strategy: While the status quo may seem comfortable, there is always value in challenging existing thinking and approaches. Tolvern’s journey was marked by a radical shift in thinking about technology and its role in delivering the firm’s strategy. This firm learned that thoughtful innovation, even when accompanied by short-term challenges, brings sustained benefits when aligned with the firm’s strategy. This allowed the adoption project to be viewed as a project to deliver firm goals, not simply a project to make a piece of technology work.
Engage: The decision to move away from on-premises data solutions and to a cloud environment opened up wider thinking about the firm’s technology infrastructure and future approaches that would support the firm’s strategy. This shift provided a foundation for remote work, an essential capability in modern business practice, but more importantly, it will allow the firm to continue to innovate by building on the work done to migrate data and thinking about what is needed to make technology adoption work across all aspects of the firm.
Develop: The project has provided a first step on a journey for Tolvern. Having learned from engagement with external consultants and academic mentors, the firm now has the skills needed to continue its journey, assess future opportunities for technology adoption and feel empowered rather than overwhelmed by the changing opportunities that technology brings in professional service firms.
Conclusion
The transformative journey of this small but dynamic firm from Truro illustrates the immense potential of digital transformation. Through the TiPS accelerator programme, significant financial investment, and the courage to take calculated risks, the firm has moved to a modern, cloud-based environment. This change has not only optimised their operational processes but also greatly enhanced staff wellbeing and unlocked new opportunities for client engagement and business growth.
“The TIPS project has been an absolute joy. It’s really helped our organisation move from one place to another.” – Peter Masters, PSM/Tolvern
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