If you're like most accounting departments, you receive a ton of emails. They come from all sources: attorneys, partners, vendors, clients... you name it! Some of the biggest problems law firms have with their accounting departments center around how the department interacts with the rest of the firm.
Meanwhile, I have yet to speak to a firm that focuses on actuallysolvingthe communication problems. The tendency is to blame the department and, most times, the problem-solving stops there. Sometimes it leads to high turnover, other times complacency. It almost always leads to a lack of trust in one of the most critical groups in your firm — accounting and finance.
So, how do we solve these major issues? The best solutions I've seen at firms involve dedicated inboxes in Outlook, SharePoint groups or distribution lists... and lots of flagging and tagging. Many of these solutions only exacerbate problems by not providing a clear understanding of the tasks coming in, the urgency or who is responsible.
They also don't provide department leaders with the ability to measure key communications data, and we all know that you can't manage what you can't measure. Under these systems, without being involved in the most minute of details, there is no way to manage, measure and improve these processes.
In my humble opinion, this needs to stop. Fortunately, there is a simple fix.
Ticketing software is a great solution to help your accounting team geta handle on communications in a short period of time. (One example of an effective ticketing system is FreshDesk.)
Made famous (or perhaps I should sayinfamous) by IT departments (no offense to my tech friends!), such systems allow a team to manage high volumes of requests and deliverables in a centralized way. For example, ticketing software can use automation to funnel conflict requests directly through the process. It can also allow your accounting and operations managers to focusonthe key areas that need their attention most to prevent issues, as opposed to fixing them afterthey arise.
Here's the best part: the systems are cheap. They typically range from $15 to $50 per user per month.
Some key features include:
Having managed many accounting departments, I know there is no one "silver bullet." Managing communications is hard, no matter what tools you have. But, trying to tame the email dragon without a communications management tool is a futile effort. Ticketing software helps keep you from getting overpowered by the sheer volume and coordination.
One thing is for sure: it's one of the first recommendations I consider for all my clients. And having used it myself, I can vouch for the results.
If you have any questions about how to streamline your back-office processes and prepare your firm for continued success, reach out to our law firm accounting experts.
