Overview
Tandem CPA, a 15-person tax and accounting firm based in Louisville, Colorado, was ready to modernize its operations and deliver a more intuitive client experience. Led by Jen Dauzvardis, Partner and Director of Operations, the team set out to replace their existing practice management system, OfficeTools. After evaluating multiple solutions including TaxDome, Canopy, Karbon, Intuit Practice Management, SurePrep, and Liscio, they ultimately chose Firm360 for its ease of use, workflow flexibility, and client-friendly portal. What followed was a firm-wide transformation — empowering staff, improving client engagement, and providing Jen with real-time visibility into operations like never before.
Challenge
When Jen joined Tandem CPA, the firm was already facing growing frustration with OfficeTools. The software lacked flexibility, was visually outdated, and created friction in both internal workflows and client interactions.
“The portal was clunky for clients, and it was difficult for them to access and manage their own documents,” Jen explained. Internally, limitations in navigation, interface customization, and workflow setup created unnecessary administrative burdens.
The firm had initially planned to implement TaxDome but paused the rollout due to timing and internal challenges. Jen took the pause as an opportunity to re-evaluate the firm’s needs. That’s when Jen and her team realized Firm360 offered a better fit for their operational and client service goals.
Solution
Firm360 stood out for its intuitive interface, nimble workflow configuration, and dedicated onboarding support. Jen led the implementation during the summer, after the team had wrapped up a demanding tax season. Jen drove the initial rollout and was impressed by the value of Firm360’s responsive customer support and the platform’s ability to evolve.
“I’ve onboarded a number of systems in my career. Firm360 taught us how to set up the tool for our best experience,” she noted. “It wasn’t always easy — we had to learn, adjust, and rebuild — but we were supported every step of the way.”
Jen was especially impressed by Firm360’s responsiveness to customer feedback.
“The thing I was most pleasantly surprised by is the ongoing improvement. You raise a concern or make a suggestion, and a few weeks later, it’s implemented into the software. That kind of proximity to the support team has been a really nice experience.”
Results
Firm360 quickly became central to Tandem CPA’s operations. Jen now has real-time visibility into workload distribution and individual team member performance. “I can see at a glance how people are doing, where time is being spent, and where we might need to provide support,” she said.
The firm has seen notable improvements in consistency, accountability, and process clarity. For example, engagement letter return rates surged to approximately 98%, a dramatic improvement from previous years, and client satisfaction has improved.
“Clients can take a photo of their documents, upload them instantly, and move on. That kind of convenience makes a big difference.”
Firm360 has also played a key role in supporting Tandem CPA’s growth. With enhanced visibility into workflows, the firm can better identify bottlenecks and determine whether to scale through hiring or skill development. “It helps us see clearly where we need to grow — and that kind of insight is critical to scaling smartly.”
