THE CHALLENGE
Liberty Tax provides tax preparation services to clients across the country. In order to sharpen and maintain their competitive edge in the marketplace, the company identified two primary technology initiatives:
1. Because Liberty Tax operates with a traditional franchise business model, each office had a unique data repository. In order to streamline internal processes and enable a stronger customer experience, Liberty Tax decided to prioritize a digital solution that would allow for better cross-company visibility.
2. Liberty Tax relied heavily on in-person customer interactions to conduct business and to meet new clients, which became a challenge during the Covid-19 pandemic. Their team knew that a new customer relationship management (CRM) system would help ensure that they could improve the customer experience, both virtually and in-person.
The Liberty Tax team decided to implement the Fusion Platform CRM. This technology was chosen to provide better visibility into customer data, standardize business practices, and improve the customer experience by providing virtual access to services, information about branches, and in-person meeting availability. Additionally, if a customer chooses to do business with multiple Liberty Tax offices, the new CRM would enable the relevant information to be accessible to the appropriate branches.
Shortly after selecting their CRM platform, the Liberty Tax team made the choice to partner with Sendero for strategic direction and implementation support. Sendero’s services included: scope definition and solution shaping for future strategic initiatives, program and project management, organizational change management strategy and execution, business analysis and requirement analysis, training and eLearning development support, and production support.
