Key Results
Client Overview
A well-established regional CPA firm has demonstrated consistent growth through strategic acquisitions and mergers since its founding in the mid-1990s. Starting as a local practice with just eight staff members, the firm has expanded to become a significant player in its region, now employing over 50 CPAs and serving clients across multiple states.
The firm maintains a strong growth trajectory, with multiple acquisitions throughout the years. Its expansion strategy focuses on absorbing complementary practices that enhance its service offerings and geographic reach. This approach has allowed the firm to develop expertise in various specialized areas while maintaining its commitment to personalized client service.
The firm has recently completed a strategic acquisition and is actively planning to maintain this momentum, with a growth strategy that aims to complete one to two acquisitions annually. This forward-looking expansion plan reflects its commitment to strategic market growth and practice enhancement.
The Opportunity
The firm’s aggressive growth strategy exposed critical vulnerabilities in its technology infrastructure. Despite having a capable internal IT team, it was increasingly overwhelmed by competing priorities and expanding responsibilities. Key challenges included:
Operational Bottlenecks:
- Struggling to manage a growing volume of day-to-day support requests
- Limited capacity to handle strategic IT planning
- Difficulty maintaining consistent service levels during peak periods
- Single points of failure in critical IT operations
Strategic Limitations:
- Inability to effectively integrate technology systems from acquired firms
- Lack of standardized processes for scaling IT operations
- Limited bandwidth for strategic technology planning
- Risk of technological constraints hampering growth objectives
The firm’s leadership recognized that its current IT approach was unsustainable and could potentially become a significant barrier to its growth strategy. It needed a comprehensive solution that could both resolve immediate operational challenges and provide strategic technology leadership for future expansion. This realization led it to seek a partnership that could transform its IT capabilities and align with its aggressive growth objectives.
The Solution
Comprehensive IT Support and Strategic Technology Partnership
Conducting an IT Audit
Following a thorough IT operations and cybersecurity assessment against CIS Controls Version 8, we implemented a multi-faceted solution to address both immediate operational needs and long-term strategic requirements. We conducted a detailed evaluation of the firm's technology infrastructure and security posture, following a structured Risk Assessment Methodology. This included a week-long process that encompassed:
- Detailed business analysis and stakeholder interviews
- Infrastructure and security posture assessment
- Gap analysis against industry best practices
- Comprehensive review of existing IT processes and documentation
Key Assessment Findings
Our audit revealed several critical areas requiring attention. While the firm had established strong foundational security practices, there were significant opportunities for improvement in operational efficiency and strategic capabilities:
- Detailed business analysis and stakeholder interviews
- Infrastructure and security posture assessment
- Gap analysis against industry best practices
- Comprehensive review of existing IT processes and documentation
Phase 1: Discovery (Week 1)
- Business analysis and requirements gathering
- Infrastructure evaluation
- Review of existing IT capabilities
- Initial risk assessment
Phase 2: Assessment (Week 2)
- Stakeholder interviews and workshops
- Current state analysis
- Gap identification
- Preliminary findings documentation
Phase 3: Strategic Planning (Week 3)
- Solution design and recommendations
- Risk mitigation strategy development
- Implementation roadmap creation
- Quick-win identification
Phase 4: Engagement Launch (Week 4)
- Findings presentation
- Solution proposal and review
- Partnership agreement
- Implementation kickoff
Recommended Partnership Solution
Based on these findings, we developed and executed a two-pronged approach that would address both immediate operational challenges and long-term strategic needs. We proposed and were engaged for a comprehensive partnership:
1. Service Desk Operations
To address immediate operational challenges, we established a dedicated service desk operation to handle day-to-day IT support needs. This included:
- Dedicated service desk support
- Standardized ticket management processes
- Consistent support coverage during critical business periods like tax season
- Rapid response protocols for technical issues
- Proactive monitoring and issue resolution
2. Strategic Technology Leadership
To support long-term growth objectives and provide strategic direction, we provided fractional CTO services backed by a team of specialized IT professionals. This strategic partnership focused on:
- Developing scalable technology infrastructure
- Planning and implementing critical IT improvements
- Providing guidance on technology investments, including CRM selection
- Creating documented processes and procedures for sustainable operations
- Strategic planning and oversight for technology integration during growth initiatives
This comprehensive partnership approach, directly resulting from our initial assessment, created a foundation for both immediate operational improvement and long-term strategic success. The solution was specifically designed to support the firm's ambitious growth plans while maintaining operational excellence.
The Results
Transformative Improvements in IT Operations and Strategic Capabilities
Operational Excellence
Our implementation delivered immediate and measurable improvements to daily IT operations, demonstrating exceptional performance metrics:
- Successfully managed 96% of the monthly support requests
- Achieved industry-leading SLA adherence of over 95% (up from 53% of the internal IT team)
- Streamlined the internal IT team's workload, by significantly reducing the number of support tickets handled each month
- Shortened response times to consistently exceed industry standards
- Reduced the internal IT workload by 80%
We successfully transformed the internal IT team’s role from reactive to strategic, ensuring consistent support during critical business periods.
Strategic Leadership Through Fractional CTO
The implementation of fractional CTO services has provided crucial strategic technology leadership, supported by a deep bench of specialized IT professionals. This partnership has delivered:
- Development and execution of a comprehensive technology roadmap aligned with growth objectives
- Expert guidance in critical technology decisions, including CRM selection and implementation
- Access to specialized expertise across various technology stacks without the overhead of full-time specialists
- Strategic planning and oversight for technology integration during growth initiatives
Enhanced Business Continuity
Through systematic improvements in processes and infrastructure, we established robust business continuity measures. The elimination of single-point dependencies through documented processes and distributed knowledge has created a more resilient operation. Key improvements include:
- Established comprehensive backup procedures and redundancy in critical systems
- Created sustainable IT operations that scale with business growth
- Provided uninterrupted support during critical tax season
- Implemented documented processes for knowledge retention and transfer
Strategic Value Creation
The transformation of IT operations has delivered significant strategic value through modernization and standardization. Core improvements include:
- Implementation of centralized management tools, replacing manual tracking systems
- Establishment of formal IT processes for access control, onboarding/offboarding, incident response, change management
- Enhanced security posture through standardized patch management and regular vulnerability assessments
Infrastructure and Security Optimization
The successful integration of modern solutions has created a more secure and efficient operating environment. Notable achievements include:
- Integration of modern software solutions and automation tools
- Enhanced employee experience through improved technology support
- Created scalable infrastructure ready for future acquisitions
- Strengthened security awareness through enhanced training programs
- Implemented proactive monitoring and risk management processes
These comprehensive improvements have positioned the firm with a robust, scalable IT foundation capable of supporting its ambitious growth plans while maintaining operational excellence. The transformation from a reactive to a proactive IT environment has created a platform for sustainable growth and continued success.