R&G Brenner, a New York-based 28-office tax preparation firm was looking to implement a smoother, more client-friendly process to book appointments with tax preparers. Founded in 1941, R&G Brenner has prepared millions of personal and business tax returns for over seven decades.Download the Case Study PDF
Prior to implementing Coconut Software, R&G Brenner’s appointment scheduling process was cumbersome for their internal customer service team, for tax preparers, and for customers. This became most evident when appointment volume scaled exponentially during peak tax season, the process issues compounded, resulting in more pronounced customer experience and branch issues:
Marketing Director Kermit Uregar had been at R&G Brenner through one chaotic tax season, before he started looking for an appointment management solution that would make it easier to book appointments, for both their customers and their internal team.
Once Mr. Uregar had evaluated a few options and decided to implement Coconut Software’s appointment management solution, the pressure was high to roll out the new technology just in time for their upcoming tax season. But with the help of the Coconut Software team, the implementation went smoothly and the Marketing Director was comfortable with the support he received to ensure that tax preparers were trained.
To onboard and train tax preparers and other internal teams, Mr. Uregar created a short overview video and presented to the team during a yearly seminar that took place before the beginning of tax season. As team members began to use the platform, Coconut Software’s support team was available and responsive to resolve any hiccups.
To encourage clients to adopt the new process of booking appointments, Mr. Uregar made sure that a ‘Book Appointment’ call to action was included front and centre on the R&G Brenner website. To drive more appointments through digital channels, the Marketing team also added links to signature blocks in tax preparers email signatures, and sent out a text campaign.
Now, clients can follow this simple process to book an appointment:
Since implementing Coconut Software, the tax firm has greatly improved appointment booking ease for both the client and for the tax preparer.
With real-time visibility into appointment volume, The R & G Brenner executive team can now better plan employee staffing and reallocate available resources to high-volume locations to help manage walk-in traffic, which is critical during tax season.
Mr. Uregar now depends on insights from Coconut Software for his weekly executive team meetings; for example, what times and services are trending at different points in the year. He also tracks the results of different appointment campaigns through Google Analytics, which he expects will deliver more insights for better marketing decisions in the future.
Looking forward, R&G Brenner is investigating into a potential integration between their proprietary Revenue Management Solution and Coconut Software which would help deliver an even more comprehensive view of appointment performance across locations, layered with sales and revenue metrics.