Improving BDO’s client service with an agile CRM

BDO is a global accountancy and business advisory firm, active in 154 countries with 64,500 people working out of 1,400 offices worldwide. The firms UK arm has a staff of 3,500 and provides tax, audit and assurance, advisory, and business outsourcing services to companies across all sectors of the economy. Its BDO Drive solution provides outsourced accountancy services “underpinned by the latest cloud technology.”

With BDO Drive growing quickly, they faced challenges around how to scale the business while delivering a consistent level of client service. They needed a system that would help manage the full client lifecycle, from lead to opportunity to client, as well as improve visibility over staff and resources for better project planning. Mark and his team consulted all areas of their business to understand the organisational needs. BDO worked with ANS to then identify the key business outcomes that they wanted to achieve with CRM.

To win a client you have to respond quickly. We needed to deliver client engagement with integrity because it is embedded into the way we operate. CRM did this for us Mark Sykes, Partner, National Head of BDO Drive UK
  • Improved operational efficiencies
  • Provided visibility of client information
  • Generated opportunities from existing clients

Following on from BDOs engagement with ANS, the organisation has been able to improve the operational efficiencies in the organisation to ensure that communications are going quickly from one person to the next person to drive client service. They now have a CRM that can provide the visability of client information giving them the ability to have the right conversations in order to generate leads. Dynamics 365 is also enabling BDO to generate opportunities from existing clients.

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