Switching tax software is a big change for most firms, and purchasing the software is just the first step. To get the most out of your software investment, understand the training options available and don’t overlook long-term support. Keeping your firm’s processes optimized is an ongoing effort that doesn’t end as soon as the software is installed.
Training formats and role-based training
Role-based training is key to maximizing training time and cost. Ensure each employee gets the training they need, tailored to their particular job function. Set-up and configuration training for the firm’s technology champion will help set the stage for a successful implementation. End-user training for professional staff should focus on navigating the software’s core features and functionality, and Administrator training keeps the firm’s processes moving efficiently from end to end.
While in-person training is the gold standard for learning new software, web-based options can be more cost-effective. Firms that have several employees being trained at one time can often benefit from one-on-one web-based training, while other firms find multi-firm web-based training more affordable. Self-directed e-learning can also be an option for certain firms with basic needs. Firms can mix and match formats to meet their unique needs and budget preferences.
Ongoing training opportunities
Software training should be a yearly effort to stay up-to-date on new features and best practices. New employees and seasonal employees will need introductory training on existing systems, and experienced staff may need refresher training or training on more advanced skills, like reviewing returns. And, since tax laws change each year, firms will need to stay on top of legislative changes as well.
Software user conferences are a great way to learn about new features and enhancements in your software. They are also a great way to network and learn from accountants in similar firms across the country.
Comprehensive on-demand support
To use your software effectively, comprehensive support options are equally as important as the initial training. On a day-to-day basis, you’ll want to be able to find answers and access the information needed to get the job done.
Comprehensive support should include a searchable knowledge base of articles and videos. AI support like chatbots can be helpful for common questions, and live chat and phone support are ideal for more personalized support. For issues that are less time-sensitive, an online support ticket system provides convenient asynchronous support and easy tracking of ongoing issues. Additionally, online community forums can provide insight into how peers are handling similar situations.
Value-added learning and loyalty programs
When considering new tax software, look for value-added learning opportunities that your vendor may offer to customers. The CCH Tax Insiders program offers hot topic webinars as well as live support office hours events. In addition, you may be able to get involved with the product development teams by completing surveys, participating in focus groups or beta-testing new features.
