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Firms made investments in client experience, cybersecurity

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Tech-forward accounting firms — including those listed in this year’s Best Firms for Technology — have devoted a lot of time and resources toward improving the client experience, particularly when it concerns onboarding. 

Whether evaluating potential clients, accepting new ones, or working with existing ones, managing them all was a clear pain point for many firms, leading them to concentrate on improving the efficiency and efficacy of their processes at every stage. Some, like Top 25 firm Cherry Bekaert, focused their efforts on the start of the process when evaluating and accepting new clients, according to assurance partner Jonathan Kraftchick.

“One major advancement was the implementation of a custom-built solution that reduced the average time for our client acceptance process by more than half. Additionally, we automated our engagement letter process for assurance and are in the process of extending this feature to the rest of the firm. This platform is significantly reducing the time from initiation to final signature,” he said. 

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EisnerAmper, another Top 25 Firm, also focused on the engagement letter process, having moved it to a SaaS-based system that chief technology officer Sanjay Desai said automates the creation, routing, approval, delivery and tracking of engagement letters for faster, smoother and more consistent processes. This, he said, has served to both reduce manual effort and improve client relationships. 

“The platform also plays a key role in risk management, using standardized templates and workflows to ensure compliance with firm policies and regulatory requirements. In addition, we’ve introduced a centralized SaaS-based client portal that enhances collaboration and visibility across all engagements. The new portal also includes improved data collection functionality creating a more efficient, connected and transparent experience for clients,” he said. 

Beyond client intake, some firms also reported developing new solutions they could offer to clients to improve value. Iowa-based Community CPA and Associates, for example, developed a new payroll portal that lets clients upload hours, enter new employees, update employee info, retrieve payroll documents and delegate access. 

Meanwhile, Top 50 firm LBMC developed and implemented its own practice management application to provide real-time client engagement KPI dashboards, which CEO Jim Meade said should “significantly improve engagement realization as well as enhance the client experience.”  

Finally, firms did not ignore the matter of actually getting paid by the client. Many reported improved billing and collection processes driven by new technology investments, such as Illinois-based Mowery & Schoenfeld. 

“As with any firm, billing and revenue collection is key to our cash flow and success,” said Chris Madden, director of information technology. “We have invested in and implemented a new technology solution to assist with collections with a goal of improving this process.”

Security improvements

Many tech-forward firms also focused heavily on cybersecurity as both the number and scale of threats continues to increase. For some, like California-based Navolio & Tallman, these efforts have largely been about process. The firm recently changed how it vetted new cloud-based tools. 

“We look closely at security, usability, and how well each tool fits with our goals,” said IT partner Stephanie Ringrose. “Reviewing vendor SOC 2 reports and similar documentation is a key part of that process, helping us ensure that everything we adopt meets our standards for data protection and compliance. This approach has already helped us roll out some great new technology for our family office team, and we’re continuing to build out a flexible, modern tech stack that really supports their specialized needs.”

Others, like Top 50 firm UHY, took a more technical approach, utilizing a number of new tools over the past year, including some driven by AI, which chief information officer Russell Gibson said has become a differentiating feature with clients. 

“Recognizing the increasing sophistication of cyber threats — especially those leveraging AI — we’ve adopted AI-driven cybersecurity technologies to identify and mitigate threats more swiftly and efficiently. These tools have been critical in safeguarding our firm and our clients from evolving cyberattacks, including ransomware and sophisticated phishing campaigns. Our proactive stance on cybersecurity and AI-driven solutions has positively influenced how we acquire new clients. Demonstrating our commitment to advanced technology and rigorous security protocols has differentiated our firm in a competitive marketplace, assuring potential clients of our ability to securely handle their sensitive information,” he said. 

And, of course, AI

Firms also made major investments in AI that have since paid off. They have used it to automate routine processes, provide insights and strengthen core services. For instance, Allen Smith, chief information officer at Top 25 firm Baker Tilly, has heavily integrated AI tools into both tax and workflow over the past year. 

“Overall, the biggest way that technology has changed our firm this year is by leveraging and adopting emerging technologies,” he said. “For our assurance practice, that means incorporating AI tools into our methodology and workflow; and in tax, new technologies and AI are changing the skill sets of our tax professionals. By embedding AI chat capabilities in tax research platforms, it drives tax professionals to their answers quickly and through a more comfortable conversational approach. Skills are transforming from having to know the answer to being the best at finding the answer.”

UHY’s Gibson said his firm has used AI to bolster both its audit and risk management capacities. 

“By implementing AI-driven data analytics and automated reporting tools, we’ve streamlined audit processes, significantly reducing manual tasks and enhancing our ability to deliver deeper, real-time insights to clients. AI has also improved accuracy in risk assessment and predictive analysis, allowing us to proactively address potential issues before they arise,” he said. 

Mike Kempke, chief information officer at Top 10 firm Grant Thornton, pointed to his firm’s heavy AI investments in both client service and internal administrative areas. Given how many clients are using AI, he believes it’s imperative for firms to keep up. 

“At Grant Thornton we see AI as the way to enable growth and add more people to meet the increasing demands of our clients,” he said. “The adoption of AI is not optional; it is crucial for remaining competitive and ensuring the firm’s continued success.” 

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Accounting

Major tax legislation set to move on Capitol Hill

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The “big beautiful bill” touted by President Trump is getting closer, though the timeline remains imprecise. 

“There’s been some public reporting on tougher questions of spending cuts, but the difference between the tax bill this year and the Tax Cuts and Jobs Act in 2017 is that the inclusion of a lot of spending cuts in the same bill makes it more challenging this year. From the bill itself several categories are apparent,” said Stephen Eckert, a partner in the National Tax Office of Top 25 Firm Plante Moran. “There’s the extension of the TCJA extension, campaign promises, and a catch-all category. In some ways we would expect an extension of the vast majority of TCJA provisions, plus the campaign promises as well as potentially all the other things that get thrown in that we didn’t expect.”

“For example, S.711, the Transportation Freedom Act, sponsored by [Sen. Bernie Moreno, R-Ohio], which would give a 200% deduction for wages paid to auto workers. There is a broader category of things that could be coming to support certain industries,” he continued. 

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One looming question regarding campaign promises is the potential modification of the Inflation Reduction Act and green energy incentives, Ecker noted: “There has been opposition to certain changes there from Republicans — we’re watching to see what happens to the fate of energy efficient credits and incentives and to what extent they are modified under the bill.”

The House and the Senate are working in parallel, waiting for legislative text, he observed. “The non-tax portions of the bill will be worked on earlier, but until we get the actual text from the House Ways and Means  Committee, there will be questions. For example, there are multiple versions of some of the Trump proposals, such as the proposal to exclude tips and Social Security benefits from income. Each one is a little bit different. We expect changes but it’s unclear what the changes will be.”

Principles or tactics?

For Eckert, the real questions are about where the red lines are for certain members. For example, there have been statements  by some House members that they won’t vote for the bill if it includes a cap on state and local tax deductions. 

But are those actual red lines, or negotiating positions that will be softened? 

“At this point, businesses would just like some degree of certainty going forward,” he said. “Until then, it’s hard to engage in longer term planning. Hopefully, the bill will advance relatively soon so businesses will know what will be the law for the next couple of years and have a chance to plan for the future.”

The House and Senate are both actively working on their versions, and they are constantly interacting with each other, according to Miklos Ringbauer, founder of MiklosCPA in Southern California. “So instead of having A and B and then trying to figure out what they can create out of it, they are now jointly working on it, so it has a greater chance of passing across the board,” he explained.

However, there’s a bit of a gap in the size of the budget cuts in each bill, with the Senate version pegged at less of a cut than the House. And some want to double the SALT limitation, while some would prefer to see it go away altogether. 

“Likewise,the estate tax exemption,” he continued. “There are some that would like to see the entire estate qualify as exempt from tax. Those are some of the ideas floating around, but until it’s voted on by both chambers and the president signs it, there’s no law. Everything can change until the very last minute.”

Ringbauer noted that the TCJA required technical corrections and extensive guidance when it was passed in 2017, and he anticipates the same with this year’s bill: “There’s a very short overall window because the 2017 laws are expiring at the end of this year. Between May and December we have just a few months.”

“It looks like everyone is on board with expanding the availability of the Child Tax Credit on the individual side. It helped a lot of families at that time. It helped a number of families to get out of poverty,” he noted.

The reenactment of 100% bonus depreciation and the opportunity to fully expense R&D will be boons to business if they are, as expected, part of the legislation.

“It’s an exciting year for tax accountants; we are seeing a huge transformation of tax laws all over again,” Ringbauer said. “What could happen is, they simply reenact every part of the 2017 tax law legislation, or they could figure out what really worked and what didn’t work, and start adjusting some things and letting other ones expire.”

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Accounting

IESBA offers Q&A on tax planning ethical standards

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The International Ethics Standards Board for Accountants staff posted a questions and answers publication Thursday to support the adoption and implementation of its IESBA Tax Planning and Related Services Standards

The standards offer a principles-based framework and a global ethical benchmark to guide accountants in public practice and in business when they’re doing tax planning.

The Q&A publication highlights, illustrates and explains various aspects of the standards to help firms, jurisdictional standard-setters and accounting organizations adopt and implement the standards, and individual accountants apply them. The publication can also help tax authorities, the corporate governance community, investors, business preparers, educational bodies or institutions, and other stakeholders understand the standards.

The Tax Planning and Related Services standards take effect July 1, 2025.

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Accounting

Firms: PMS’s, tech infrastructure, need upgrades

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Tech-forward CPA firms–including those listed in this year’s Best Firms for Technology–reported a variety of areas in need of a tech upgrade, and are planning major investments over the next year to address at least some of these pain points. 

One of the most commonly mentioned areas were firm practice management systems. 

Some, like California-based Navolio and Tallman, wanted better reporting options than were currently on offer from their practice management systems. New Jersey-based Wilken Gutenplan, meanwhile, said they needed practice management software with better billing and reporting features. And others, like top 25 firm Citrin Cooperman, wanted better solutions for internal administrative tasks. Meanwhile, top 100 firm Prager Metis, wanted better workflow and integrations. 

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“[We plan to] focus on improving inward facing practice management workflows that seamlessly provide connectivity between different vendor applications. Effectively automation from client intake to delivering the service,” said chief information officer Gurjit Singh. 

However, such upgrades are not always easy, and in fact can present a major challenge for firms such as Iowa-based Community CPA and Associates. 

“Our biggest technology challenge continues to be managing technical debt and navigating the limitations of our legacy systems—particularly the lack of interoperability and scalability in key platforms like our practice management system (PMS). This system handles many interconnected functions—client tracking, engagement and project management, time entry, billing, and collections—but its tightly integrated design makes it difficult to enhance any one area without impacting others. While we’ve made progress with some integrations and automations, we’re still working to develop and migrate these functions to more robust modern platforms that allow for greater scalability,” said CEO Ying Sa. 

Firms also reported a need to update and improve their technology infrastructure. Top 25 firm Armanino, for instance, was expanding its cloud footprint even further, with the firm wanting to move its remaining on-premise dependencies into native cloud solutions. Illinois-based Mowery and Schoenfeld, similarly, pointed to their server infrastructure as an area that needs updating. 

For others, though, the question of infrastructure was less about hardware and more about software. In particular, while firms have already made upgrades and improvements to their tech stack, getting these programs to talk to each other seems to be a consistent challenge across firms, one that firms such top 50 firm LBMC said they were eager to address in both their client-facing and back-office technology solutions. 

“Our firm’s biggest technology challenge is the ongoing effort to integrate various service-specific applications so they can work seamlessly together. This integration is crucial for enhancing collaboration and efficiency across different service lines,” said CEO Jim Meade. 

But while these were the more common answers, there were many other areas that firms said could stand some improvement. Some, such as the Florida-based Network Firm, were looking to upgrade core service solutions like audit, tax or data analytics software. Others named process efficiency as a priority, such as top 25 firm Cherry Bekaert who named automation readiness/standardization for certain practices as an area due for an upgrade, or top 50 firm UHY who said they were working to streamline the engagement life cycle. 

And of course there were those, such as top 25 firm Eisner Amper, that wanted to boost their AI capacities. 

“Our focus for technology capability additions are in Generative AI where it can help us work smarter and faster—across both client-facing services and internal operations,” said chief technology officer Sanjay Desai. 

AI, automation and infrastructure

These pain points have served to inform these firms’ plans for technology investments over the next year. While firms, just like before, provided a wide variety of plans and priorities, most seemed focused on improved efficiency and insights through automation and AI. 

However, when it came to AI tools at least, most declined to provide specifics beyond their overall intentions to invest in them. Though, they did say they were hoping to use these solutions to speed up workflows in client-facing service areas like tax or audit, or to acquire tools that would let them create or modify their own AIs. 

More expansive visions came when discussing the kinds of hardware purchases that would support these aforementioned AI tools. California-based Navolio and Tallman, for example, elaborated on its plans to purchase new laptops specifically optimized for AI applications. 

“We’re planning to invest in a new generation of laptops that come with Copilot-enabled Neural Processing Units (NPUs). These laptops are designed to accelerate AI-powered tasks, and we see them as an investment that keeps our firm aligned with the future of the tech industry. The laptops will have improved internal specs for multitasking and include touchscreen functionality to make day-to-day usage more intuitive,” said IT partner Stephanie Ringrose. Other firms also made mention of new laptops optimized for AI, including Armanino, which added that it is also considering pairing them with hardwire and storage for internal AI production. 

Beyond hardware, firms like Community CPA and Associates also said they were planning investments in their software infrastructure as well. 

“We plan to begin transitioning to a new ERP and CRM platform as well as explore agentic AI tools for saving time in our accounting services workflows for our clients. We also intend to purchase replacement hardware for routine replacement of equipment that has reached the end of their lifecycle,” said Sa. Cherry Bekaert also said they were looking into new ERPs. 

Other planned investments include virtual servers and desktops, API access for SaaS applications, resource scheduling and pricing solutions, data management and governance tools, cybersecurity solutions, and internal communications software. 

However, some firms, such as the Network Firm, are not planning to purchase new solutions but to make them in-house, and more are planning to buy some and make others, such as Cherry Bekaert, who said they were building a custom intelligent automation platform. Assurance partner Jonathan Kraftchick said the firm is looking at many different avenues to align their technology investments with business objectives. 

“As our portfolio broadens, it introduces new layers of complexity to our operations, requiring cutting-edge systems that deliver actionable insights, enhance decision-making, and streamline internal processes. This challenge propels us to implement diverse technology solutions, meticulously tailored to meet the evolving demands of our expanding portfolio and ensure the seamless integration of new acquisitions,” he said. 

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