Goal

What the client needed to achieve

Liberty Tax, a nationwide tax preparation provider, set out to modernize its customer relationship management (CRM) platform to enhance customer experience, streamline operations, and unify data across its franchise network.

With each office operating its own data repository and a growing need to serve customers both virtually and in-person, Liberty Tax selected the Fusion Platform CRM to improve visibility, standardize business practices, and provide consistent, high-quality customer interactions. Sendero was engaged to provide strategic direction and implementation support.

Results

Transforming Liberty Tax’s operations and customer experience across corporate and franchised offices

100%

system adoption across all U.S. offices

Delivery

How Sendero delivered

Sendero worked closely with Liberty Tax to design and implement the Fusion Platform CRM, ensuring alignment with business goals and customer needs.

Highlights:

Adapted to organizational change as the IT department underwent an organizational redesign
Collaborated with Liberty Tax to establish multiple implementation workstreams, improving IT structure and future scalability
Partnered with Liberty Tax leadership to define scope, shape solutions, and align on strategic initiatives
Led CRM development through requirements gathering and design sessions
Managed project timelines to ensure on-time, high-quality delivery
Developed and executed a comprehensive organizational change management strategy, including communications and training for all offices
Supported the creation of an updated home dashboard featuring KPIs, customer demographics, scheduling tools, and sales data for a more efficient employee experience

Practice

Empowering a connected customer experience

Through Sendero’s strategic direction and implementation support, Liberty Tax successfully launched a modern CRM platform that delivers real-time visibility, a unified customer view, and a more seamless experience for employees and clients alike. The new solution positions Liberty Tax for continued growth and long-term customer engagement.

Key Contacts