Overview
Fellner & Kuhn, a mid-sized accounting firm in the Pacific Northwest led in part by Operations Manager Rebecca Lacher, needed to modernize its practice management and workflow tools to support a growing remote team and increasingly tech-savvy clients. With disconnected legacy systems and limited visibility slowing down operations, the firm began searching for a more modern solution.
This accounting workflow software case study highlights how Fellner & Kuhn selected Firm360 to replace outdated processes with a flexible, cloud-based platform — widely considered among the best workflow and practice management software for accounting firms. By implementing Firm360, they unlocked new efficiencies, elevated the client experience, and empowered their team to focus on higher-value advisory work.
Challenge
Before switching to Firm360, Fellner & Kuhn relied heavily on Thomson Reuters’ Professional Suite. While sufficient for tax preparation, its management and workflow tools fell short. Project management was cumbersome and disconnected: spreadsheets, remote desktop limitations, and non-intuitive interfaces slowed down even basic tasks.
“We managed projects in Excel… and it just got super tedious,” Rebecca shared. Team members lacked visibility into each other’s workloads, and collaboration often required printing reports or making manual updates that were out of date moments later.
The firm’s remote-first model added further pressure. Staff needed real-time access from multiple locations, including client offices. Meanwhile, their existing client portal caused continual technical issues. “We basically had one person constantly dedicated to IT issues with the portal or downloads,” Rebecca explained.
After years of searching for a more intuitive, cloud-based workflow solution that aligned with their firm culture and client expectations, they chose Firm360.
Solution
Firm360 provided the team with a seamless interface that simplified adoption while offering a fully cloud-based, integrated workflow platform. For Fellner & Kuhn, modernizing operations meant choosing tools that aligned with who they were as a firm:
“If we want to be a modern firm and attract modern clients, then we need to act like one.”
Firm leadership collaborated closely with Firm360’s onboarding specialists to build detailed, effective workflows tailored to their processes. This investment created clarity, alignment, and confidence across the team.
One standout example was their custom “ready to bill” workflow step, designed by Rebecca. This ensured users could clearly identify when work was completed and ready for invoicing — something their previous systems couldn’t support. Firm360’s flexible workflow tools made this possible and have since been adopted as a best practice by other firms.
How Firm360 Outperformed Their Previous Tools:
- Real-time project visibility for staff and managers
- Centralized document management
- Built-in digital signature and messaging
- Seamless Stripe integration for billing and payment
- Intuitive, client-friendly portal with multi-account access
Results
Firm360 delivered immediate and lasting improvements:
- Substantial time savings across departments: Administrative tasks that previously required juggling multiple systems were reduced to a few clicks. Staff can now onboard, reassign, and complete tasks in seconds.
- Enhanced team performance: Managers now access fully up-to-date project lists without generating reports. Staff can view colleagues’ workloads and collaborate more effectively, even during absences or transitions.
- Improved work-life balance: The visibility provided by Firm360 allowed for more realistic scheduling and workload distribution, especially during busy season.
- Client satisfaction soared: With a 95%+ portal adoption rate, the client experience has dramatically improved. “It’s night and day,” Rebecca shared. Clients can now access all deliverables, requests, and communications in one place.
- Increased capacity for growth: By eliminating operational drag, the firm has freed up time to focus on advisory services, client relationships, and staff development.
If the challenges in this accounting workflow software case study sound familiar and you’re ready to simplify operations like Fellner & Kuhn, book a demo with Firm360 and make the switch.
