More clients served. Same accountants.
Answering calls about year-end accounts, VAT returns, self assessment, payroll.
Every call ends with the work already filed.
- 00:02Caller
Hi, I'm Sam Whitfield. I've just set up a limited company and I need an accountant.
- 00:09
JessicaCongratulations. Which software do you use, and do you have staff?
- 00:14Caller
Xero, and three staff on payroll.
- 00:17Jessica
Thanks, Sam. Laura Hayes, one of our partners, will meet you Tuesday at 2. I've texted you the link.
- Director
- Sam Whitfield
- Structure
- Limited company, new
- Software
- Xero
- Payroll
- 3 staff, monthly
- Year-end accounts
- Corporation tax return
- VAT returns, quarterly
- Payroll, 3 staff
- HubSpot: new contact, limited company, Xero
- Proposal: drafted, year-end, VAT, payroll for 3
- Calendar: intro call Tue 14:00, Laura Hayes
- 00:02Jessica
Hi Mr Doyle, it's Jessica from Pemberton & Co. Your VAT return is due on the 7th, and we're still missing the September bank statement. Could you upload it by Friday?
- 00:15Caller
Sorry, yes. I'll do it tonight.
- 00:18Jessica
Thank you. I've texted you where to upload it, and Priya knows it's on the way.
- Sales invoices42Received
- Purchase receipts118Received
- Bank statement, SeptemberPromised Fri
- Mileage logReceived
- Karbon: VAT Q3, September statement missing
- Karbon: client promised Fri, follow-up set
- SMS: upload instructions sent
- 00:02Jessica
Hi Ms Grant, it's Jessica from Pemberton & Co. Your year end is ten weeks away, and many clients book a short tax planning review before then. Would that help?
- 00:15Caller
Yes, sales have been up this year, so probably.
- 00:20Jessica
Then it's worth doing. I've booked you with Laura on Thursday at 10.
- From
- Existing client
- Owner
- Laura Hayes
- Xero: year end 31 Dec, sales up 18% on last year
- HubSpot: tax planning deal from existing client
- Calendar: review Thu 10:00, Laura Hayes
- 00:02Caller
Hi, it's Tom Reid. Do you have everything you need for my tax return?
- 00:09Jessica
Yes, Tom. Everything's in, and Priya is reviewing it now. It'll be with you to approve by Friday.
- 00:17Caller
Perfect, that saves me worrying.
- 00:20Jessica
You're welcome. You'll get an email as soon as it's ready to sign.
- Records
- Prepared
- Review
- Approval
- Filed
- Karbon: work item found, self assessment 2025/26
- Status: in review with Priya, approval by Fri
- Karbon: call logged on the work item
- 00:02Caller
I've had a letter from HMRC saying they're opening an enquiry into my return.
- 00:09Jessica
That one needs a partner. Laura Hayes has your file and a note of the letter. Putting you through now.
- Status and recordsJessica
- HMRC enquiry lettersLaura, partner
- Fee questionsPractice manager
- Client
- Tom Reid, self assessment
- Letter
- HMRC enquiry, 2024/25 return
- Received
- Yesterday, by post
Jessica- Routing: HMRC enquiry, needs a partner
- Microsoft Teams: brief sent (client, letter, date)
- Handover: warm transfer, nothing to repeat
You choose who goes to a person. How handover works · What AI does on every call
Already on these? We plug in.
HubSpot- Microsoft Dynamics 365 Business Central
n8n
Salesforce
WhatsApp Business
Zendesk- Docusign
Gmail / Google Workspace- Karbon
- Agnum
- Zucchetti
Calendly
Make
Microsoft Outlook / Microsoft 365
QuickBooks Online
Xero
Freshdesk
Google Sheets
Airtable
DATEV
Rivilė- TeamSystem
- Directo
- Finvalda
- Aruba Fatturazione Elettronica
Google Calendar
Microsoft Teams
Slack
Zapier
- Freshsales
Intercom
- a3
- InsERT Subiekt
Trademarks belong to their owners. Shown to name the systems we connect to, not a partnership.
Where do your billable hours get lost?
January calls nobody can take
Status, records and new client calls answered in parallel at peak.
Enquiry forms left for days
Called within a minute, intro call booked with a partner.
Partners chasing unpaid fees
Overdue invoices followed up by phone, politely and on schedule.
Clients never offered advisory
Existing clients called about planning reviews before year end.