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Real-time customer collaboration is a new software must

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Collaborative software is growing in popularity for both accountants and clients. Groupware, as it’s also known, helps people work together on a common task to achieve their goals regardless of their physical location. It’s improving teamwork and productivity in an interconnected world when we now have so many ways to communicate. 

A poll I conducted on LinkedIn showed that 44% of people prefer using a collaborative portal within their cloud accounting and finance software to communicate with clients. I also asked how they prefer to communicate with clients and only 33% want in-person meetings. That means accountants are more open than ever before to different communication channels. Couple this with clients who want their accountants to be more technologically savvy, and you can see the tides are changing. 

At its core, collaborative software integrates various communication and organizational functions — such as messaging, file sharing and task management — into a single platform. This unification of tools helps streamline workflows and fosters more effective collaboration between employees, partners and clients. Some of the collaborative tools we’re seeing in software today include:

  • Communication tools. These include messaging platforms and email systems that facilitate communication among team members.
  • Coordination tools. These help with scheduling, task management and project management, ensuring the team is aligned and working toward the same goal.
  • Collaboration tools. These include document sharing and editing platforms, whiteboards and other tools that enable a team to work together on a shared task. 

Real-time communications like chat and discussion boards make it easy for teams to stay connected. 

Teamwork and cooperation concept - top view of six people - men and women - drawing or writing on a large white blank sheet of paper.

Gaj Rudolf/Gajus – stock.adobe.com

“When your financial software connects to your customers, they can use it to ask questions, send documents and provide feedback in real-time, greatly reducing the time required to address issues,” said George Mahowald, CAS accounting practice leader at Bill360. “This helps you build lasting trust and improve the customer experience.”

Bill360 is an AR automation platform with collaboration at its core. They are just one sample of the growing collaboration tools firms are using. Others include:

  • Google Sheets can be used for real-time editing, comments, version history and more.
  • Slack is a work management and productivity tool that aims to be the central platform through which teams communicate. It also helps bring every piece of a project together from start to finish. 
  • Client portals like ShareFile bring automation, e-signing and document sharing together with dedicated spaces for collaboration.
  • Many accounting software solutions like QuickBooks Online, Xero and Zoho Books, to name a few, contain collaboration features. It’s so integral to FreshBooks that they trademarked the phrase “collaborative accounting.”
  • Practice management tools like Keeper bring communications, file reviews, tasks and reporting all in one place.

With collaboration software, clients become active participants in the workflow. Truly, accountants and their clients can work as a team, enhancing productivity for everyone. 

Why you want to use collaborative software

Accountants are relying more on collaborative software so teams work together efficiently and effectively. When everyone has 24/7 access to the same data, team performance and business success will be improved. Here are some key benefits firms see when using collaborative software:

  1. Enhanced communication. Real-time communication makes it easier for team members to exchange ideas, ask questions and provide updates. It eliminates long email chains and is a central hub for conversation both internally and externally. “It’s what really lets you meet your customers right where and when they need you most,” said Mahowald.
  2. Improved efficiency. Teams can save time by having all the necessary tools and information in one place. By allowing multiple team members to access and edit the same document simultaneously, collaborative software eliminates the need for back-and-forth email exchanges. This increases efficiency and improves version control, ensuring everyone has access to the most up-to-date information.
  3. Remote work capabilities. Collaborative software is critical to maintaining team cohesion and productivity. Employees can work from any location, with access to the same files and resources, ensuring seamless collaboration across different time zones or regions. It allows remote teams to collaborate as if they were in the same room.
  4. Streamlined project management. Collaborative software often includes project management capabilities, allowing team leaders to assign tasks, set deadlines and track progress. This helps ensure that everyone is on the same page, reducing the risk of miscommunication and missed deadlines.
  5. Stronger team relationships. Collaboration helps build relationships and trust among team members, contributing to a supportive work atmosphere where everyone feels valued and motivated to contribute their best.
  6. Knowledge sharing and innovation. Collaborative software provides a centralized space for team members to exchange ideas, offer feedback and collaborate on solutions. This enhances knowledge sharing within the organization, encourages innovation and ensures that the best ideas rise to the top.

Collaborative teams can make more informed decisions by pooling their collective knowledge and focusing on customer needs. 

Collaborative software leads to a better CX

Collaborative software significantly enhances the client experience by improving communication, increasing transparency and fostering a more streamlined working relationship between clients and businesses. 

Improved communication is something clients will experience right away. Clients can interact with your firm quickly and efficiently. But they will also get visibility into ongoing projects. They can track their work’s progress, see updates in real-time and provide feedback directly through the platform. This transparency builds trust and strengthens client relationships.

“When you can actively respond and act on customer feedback, you are building trust and improving the customer experience,” Mahowald said.

In addition, clients appreciate: 
1. Faster delivery times. Decision-making is sped up and bottlenecks are reduced. Clients can approve work, provide feedback or request changes instantly. Miscommunication can be quickly cleared up and multiple team members can work on the same project at the same time. 
2. Tailored advisory solutions. By allowing clients to be part of the collaboration process, you can better understand their needs and deliver solutions tailored to their preferences. You know you need to provide more advisory services and this collaboration makes it easier to identify them. Whether it’s adjusting a project in real-time or gathering feedback during different stages, clients have more control over the outcome.
3. Enhanced problem solving. When issues arise, both teams and clients can address them quickly by working together on the same platform. Immediate access to all relevant project data allows for swift resolution of concerns and improved service delivery. “With an audit trail, you can remember and prove what was agreed on,” Mahowald said, “In the rare case it’s needed, you can use it for dispute resolution, too.”

Collaborative software aims to simplify

As with all software, anything with a collaborative component must align with the specific needs of your firm and your team dynamics. It should enhance productivity without adding complexity.

Collaborative software is essential for new firms looking to boost productivity, streamline communication and enhance both internal operations and client relationships. Its versatility and adaptability make it a powerful tool for improving project outcomes, fostering innovation and driving long-term success for you and your clients alike.

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Accounting

The AICPA’s Mark Koziel: More upside than downside for accountants

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Mark Koziel speaking at 2025 Engage

Even as accountants worry about a host of pressing issues, there are strong reasons to be optimistic about the future of the profession, according to Mark Koziel the president and CEO of the American Institute of CPAs.

“We’ve had issues coming at us for decades, and in each and every instance we’ve tended to thrive,” he added.

As an example, he cited the long list of technological developments that were all supposed to take accountants’ jobs, from the desktop calculator and the personal computer, to Excel and blockchain — all of which ended up only helping to make accountants more productive.

“Every time, there’s a new development in technology, they want to put us out of business,” he joked.

And even in times of economic uncertainty, accountants have an edge: “Typically, we are the last to fall into a recession, and the first to come out of them, because as companies come out of a recession, they turn first to their CGMAs and their CPAs for help.”

With all that in mind, he noted that he wanted to change the title of his keynote from “Professional Issues Update” to “Professional Opportunities Update,” before diving into a wide-ranging discussion of the most important major trends and developments affecting accountants.

Among the areas he discussed were:

1. Changes at the IRS. The tax agency was able to make it through the spring filing season with service levels that were relatively consistent with previous years — but that may not be true in the fall, Koziel warned, as retirements and layoffs that were delayed to help the service make it through April 15 have gone into effect.

“In the heat of busy season this spring, there were all kinds of rumors and hearsay about what was happening at the agency, and we put out a press release just to members to say, ‘Please, stop reading the headlines. We talk to the IRS regularly, and as far as we can tell, service levels will be consistent with the past few years,’ and we were right. Members coming out of busy season said the same thing,” Koziel explained. “I don’t know that we can say that going into the fall busy season — the IRS has even fewer people than they had before.”

2. The fate of the PCAOB. As passed by the House of Representatives, the Trump administration’s “Big Beautiful Bill” includes a provision that would scrap the Public Company Accounting Oversight Board and roll up its functions into the Securities and Exchange Commission.

“We are having a lot of discussion about what the SEC/PCAOB thing will look like,” Koziel said. “It is still being discussed as the bill goes into the Senate side. I’d say it’s pretty likely. I don’t care if the PCAOB stays or if what it does rolls up into the SEC — but what an incredible opportunity for us to have a say in how inspections are done, and so on. The SEC, too, would like to look at things differently.”

“The inspection rules were written 20 years ago, and when we talk about audit transformation, we need to make sure those inspections match up with what we’re doing,” he added. “This is an incredible opportunity to do that.”

3, Private equity. While many are concerned about how the influx of PE money into the profession will reshape accounting — and Koziel was adamant about making sure that it doesn’t compromise quality, particularly in audit — he said firms need to be able to find the model that works for them, and that PE can teach some valuable lessons.

“What can we learn from private equity?” he asked. “Partner accountability. As much as we’ve talked about it, our governance never really allowed for partner accountability to occur in firms. It’s very true in PE that there’s partner accountability.”

4, Tariffs: Almost all business leaders (90% in the second quarter of 2025, according to a recent AICPA survey) believe that tariffs are creating business plan uncertainty — which creates an opportunity for accountants to offer meaningful guidance to clients, as they have in many previous eras of uncertainty.

“This is like the Paycheck Protection Program at the beginning of COVID — we take complex things and make them simple,” Koziel said. “Let’s stay on top of this and communicate with our clients on a regular basis.”

5. Staffing: AICPA chair Lexy Kessler, who joined Koziel in his keynote, reported that undergraduate enrollments in accounting are up for the third quarter in a row, a welcome development after years of serious concern about the profession’s pipeline shortage.

“We’re seeing results, but we’re not done yet,” she warned. “We need to keep our foot on the gas.”

Increased compensation for younger accountants and an uncertain economic environment have helped with the boost, but that isn’t all, Kessler said: “There’s some shifting in the marketplace — accounting has job stability, pay is looking better, students are seeing people from the profession out in classrooms, and they’re saying, ‘I had no ideas that’s what accountants do.'”

“I encourage everyone to change the story they’re telling,” she told the audience. Talk about the impact you have, not all the work it takes to make that impact.”

Koziel added some valuable advice for firm leaders from his time working at a Buffalo-based CPA firm in the 1990s: “When I was in charge of recruiting, I’d ask our partners, ‘Is this firm the right place for your kids?’ And if it’s not, fix it.”

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Accounting

Instead adds AI-driven tax reports

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Tax management platform Instead launched artificial intelligence-driven tax reports, harnessing AI to analyze full tax returns to glean tax strategies and missed opportunities.

The San Francisco-based company’s reports, which are designed for clarity and compliance, include:

  • Tax Return Analysis Report, which reveals tax-saving opportunities in tax returns for individuals (1040) and businesses (Schedule C, E, F, 1120, 1120S, 1065).
  • Tax Plan Report, which provides a real-time summary and action list of all tax strategies across all entities in a tax year and includes potential and actual savings, summaries for each tax strategy, and IRS and court case references.
  • Tax Strategy Reports for every tax strategy, with detailed calculations of deductions and credits, supporting documentation, and an actionable plan.

Instead users can collaborate with their tax professionals on the platform or search the Instead directory of firms that support the platform and offer tax planning and advisory services. 

Andrew Argue

Andrew Argue

“We are excited to bring our users the future of smart, effective decisions when it comes to filing taxes,” said Andrew Argue, co-founder of Instead, in a statement. “With Instead, users can easily uncover and implement tax strategies and opportunities that will save them money and have the transparent calculations to support a tax return. And this is just the beginning…we have some exciting things on our roadmap and look forward to sharing them very soon!”

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Accounting

Half of accountants expect firms to shrink headcount by 20%

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Fifty-two percent of accountants expect their firms to shrink in headcount by 20% in the next five years, according to a new report.

The Indiana CPA Society, in collaboration with CPA Crossings, released today a 2025 Workforce Transformation report. Paradoxically, while it found that most respondents anticipate their firms to reduce headcount, 75% said that their firms will need the same amount or more staff to meet future client demand. 

Sixty percent of respondents said that entry-level professionals are the role they anticipate needing fewer employees in the future due to automation. Nearly half as many responded saying experienced professionals (approximately 33%) and manager-level roles (approximately 25%). 

The report highlights the weaknesses of the pyramid-shaped practice structure that is the basis for most firm’s current talent management and workforce development systems. One challenge is the pyramid’s low retention design. 

“The pyramid practice structure was not designed to retain staff. It actually does the opposite. Upward mobility is statistically difficult to attain,” the report reads. “Firms have a lot of requirements for entry-level staff, but there is a lot less need for experienced staff. Firms eventually have a lot of entry-level professionals qualified to become experienced staff but only a few openings. It only gets more difficult as staff try to move from experienced staff to managers. For those who want to move from managers to owners, the wait could be 15 years or more — or maybe never.”

The report discussed the dwindling pipeline of incoming talent, saying, “Currently, there are not enough qualified staff to maintain a bottom layer that is wide enough,” and generational preferences, saying, “Gen Zers are looking for meaning and emotional connection. If they cannot find these connections in their work, it won’t take much for them to decide to move on.”

The final weakness of the pyramid model the report highlighted was advances in technology, particularly automation and artificial intelligence. 

“Advances in technology, especially with automation and artificial intelligence, could obliterate the work being done by the bottom of the pyramid,” the report reads. “This impact is beginning to be seen in accounting firms across the country as manual and time-consuming data entry and reconciliation tasks, once assigned to entry-level staff, are being automated. Firms are already seeing great benefits from this transfer, such as faster and more accurate data processing.”

The report suggests that firms take on a new practice structure that focuses on precision hiring, proactive retention, practical technology implementation, pricing expertise, practice area expansion or focus, and people acceleration. 

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