CASE STUDY
Reducing customer service calls by 25% with an improved software platform
Discover how Miles IT supports and advances Tab Service Company’s software platform for significant time savings and improved customer service.
MEET THE CLIENT
Tax document preparation service provider
Tab Service Company provides outsourced tax form preparation and IRS e-filing services. All work is completed in-house due to the nature of the industry.
Established in 1960, the company is a family-owned and operated SMB. Their goal is to leverage innovative technology to better enhance business processes.
PRIMARY CHALLENGE
Unstable software platform & unreliable support
The client experienced challenges with their previous software support provider, which negatively impacted operational efficiency.
Software Instability
The legacy software felt out of control and difficult to use—when one issue was fixed, another component would break.
Support Issues
Constant internal troubleshooting wasted time and prevented team members from focusing on daily tasks.
No Redundancy
Only one developer was familiar with the client’s software application, which meant there would be no support if he left the company.
System Complexity
The software application had many moving parts and nuances, making it difficult to find a new development team that could get up to speed quickly.
OUR APPROACH
Discovery process & support takeover
The Miles IT team quickly learned the different functionalities and components of the legacy software system and took over primary support responsibilities.
Business & Systems Analysis
Our team spent time reviewing the outdated system to understand how it was used in the client’s daily business operations.
Technical Audit
We documented key technical aspects of the software environment and how each component impacted the others.
Support & Advance Plan
We evaluated user requirements to ensure proposed support levels aligned with actual needs. Then, we created a plan to advance the software and fully take over support tasks.
OUR SOLUTION
Complete software support & platform development
In addition to providing full support for the client’s software, we also developed enhancements to improve processes and advance the system.
Enhanced File Tracking
Problem: Spreadsheets and a paper log system made it difficult to see where files were in the tax prep process.
Solution: We developed a core tracking process that added more data and fields to each record to improve momentum and accountability.
Automated File Status Updates
Problem: Providing file status updates required time-consuming barcode scanning, job submission, and other manual efforts.
Solution: We automated the proof barcode scanning process, reducing manual efforts and saving the team significant time
Azure Migration
Problem: The current software platform host was shutting down and would no longer host the solution.
Solution: We migrated their evolved system to Microsoft Azure, resolving compatibility issues and getting the system up and running ahead of the deadline.
Improved SSL Certificate Renewal
Problem: The renewal process for customer SSL certificates was disorganized, as each annual renewal happened at different times.
Solution: We updated the process so that all clients receive updated authentication information and files in the same week.
Full Team Support
Problem: Break/fix issues occurred frequently, and only one developer knew how to patch them.
Solution: Our full team worked to stabilize the system and is always there to resolve issues with a deep bench of expert support.
KEY RESULTS
A successful software investment: “It’s been a win”
With fewer customer service calls, the Tab Service Company team can focus on important production tasks. Plus, with our full team always available, they no longer have to worry about losing system support.
25%
reduction in customer service calls
0
customer complaints in 2023
18+
software experts, ready to help
SUCCESS EVERY TAX SEASON
Next step: system modernization
Currently, Tab Service Company is advancing their software platform to reap even more benefits. The new system is set to launch in January 2025.
With the updated platform, they’ll be able to continue growing their business and help even more customers.
Miles IT is proud to help them with all of their software development and support needs.
