Overview
Elser & Briggs is a CPA firm based in Ann Arbor, Michigan, with a team of 10 to 12 professionals, including eight CPAs. Established in the 1970s, the firm specializes in tax preparation, tax planning, and advisory services for individuals, businesses, and estates. With a large number of clients located across the U.S. and internationally, Elser & Briggs is committed to delivering high-quality, personalized service through a disciplined and client-centric approach.
Challenge
Before adopting Firm360, Elser & Briggs operated with a traditional Thomson Reuters tech stack. While the system was functional, it relied on disconnected tools, leading to inefficiencies in managing projects and communicating with clients. Team members used spreadsheets, sticky notes, and individual tracking methods, resulting in inconsistent processes.
“Our systems were functional, but we always felt like we were missing the full picture. Everyone had their own way of managing their work, which meant inconsistent processes across the firm,” said Joshua McCarley, Principal.
The firm also received negative feedback on their client portal, which many found difficult to use. With a growing number of remote and international clients, it became clear that they needed a more integrated and intuitive solution.
Solution
Elser & Briggs implemented Firm360 in July 2024 and completed the transition by September. The platform quickly proved compatible with their existing tools, including UltraTax, which was a critical integration point for the team.
“The integration with UltraTax was one of our biggest concerns. But those worries disappeared quickly when we saw how well Firm360 worked with our existing systems,” noted McCarley.
Firm360 gave the team centralized visibility into all projects, replacing ad hoc tracking methods with a unified system. Features like task tracking, document management, and internal messaging helped streamline daily operations and close communication gaps.
Client experience also improved significantly. With a simpler, more intuitive portal, clients found it easier to access and interact with documents — especially important for the firm’s globally distributed client base. The ability to collaborate in real-time removed delays that previously hindered service delivery.
Results
Firm360 delivered measurable efficiency gains across the team:
- Time Savings: CPAs saved an estimated 1–2 hours per week, with support staff seeing similar improvements. That equates to over 20 hours per week in reclaimed time across the team.
- Improved Workflow Visibility: Firm-wide visibility into open projects, deadlines, and responsibilities led to better coordination and fewer missed steps.
- Enhanced Client Experience: A smoother, faster, and more accessible client portal increased client satisfaction, including among international clients.
By improving internal operations and client communication, Firm360 enabled Elser & Briggs to focus on the high-quality service they’re known for — without the pressure to scale.
“We’re not focused on growing for growth’s sake. We’re focused on doing our best work, and Firm360 helps us do that every day.”
