Software Isn’t Just About Installing a New System – It’s About Improving Processes and Business Performance. And Accountants Need to Be Part of the Conversation.

Installing software shouldn’t be a one-off task of simply setting up a system and crossing your fingers. It’s about fixing broken processes and improving business efficiency. Accountants play a key role in making sure that happens.

When accountants, clients, and software implementers collaborate, the results are powerful. But if one of them steps out of the process, things can quickly fall apart. Let’s dive into why this trio needs to work together, the consequences when it doesn’t, and how to avoid a software implementation disaster.

The Accountant-Client-Software Implementer Triangle

Think of software implementation like a three-legged stool. The three players involved are:

• Accountants:- Ensuring the software integrates well with tax, reporting, and business growth strategies.
• Clients:- The end users who will ultimately operate the software.
• Software Implementers:- The experts who set up the system, train the team, and ensure everything functions as intended.

If one leg of this stool is missing, the whole structure collapses. When all three work together, business processes improve, reporting becomes easier, and advisory services become more effective. But when one party drops out or plays the blame game, it can all go south quickly.

When It Goes Wrong: The Case of the Vanishing Client

Here’s an example of what happens when one of the legs disappears: The Case of the Vanishing Client.

It started with good intentions, the accountant reached out to the implementer to address the client’s need for a software upgrade. Everything was on track until…the client went missing. They were overwhelmed with work, siloed within their team, and had no time or interest in learning new processes.

Instead of engaging with the project, the client just delegated the task to their accountant, without giving them decision-making power. The result?

• The accountant spent all their time chasing approvals from the client.
• The client didn’t understand the new system because they were absent from the process.
• The new processes never properly took hold.

Ultimately, the project failed not because the software wasn’t effective, but because the client failed to engage.

When It Goes Right: A Dream Team Collaboration

Now, let’s talk about a success story, because they do happen!

In this case, the client reached out first and immediately involved their accountant. They discussed pain points from the beginning, especially around multi-currency orders (a common challenge). The accountant raised concerns about financial reporting, while the client explained operational struggles, and together, they worked with the implementer to create a solution that addressed both sets of needs.

The outcome?

• A system that made the client’s life easier.
• Financial reporting that kept the accountant satisfied.
• A smooth implementation process where no one was overwhelmed.

This client is now using the system effectively, their accountant is in the loop, and the communication is still strong – a win for everyone!

How to Make Software Implementations Work

• Accountants:- Stay involved! If left out, clients may end up with systems that don’t align with their financial goals or are too complex to understand.
• Clients:- Don’t check out. If you’re too busy to engage, your new system won’t fix any problems – it will only create more.
• Implementers:- Take charge of the process. Without clear direction from both the accountant and the client, the end result will be chaotic.
• Hit a roadblock:- Reset. If the project starts going off-track, take a step back. Revisit boundaries, expectations, and even the Go Live date if necessary. Delaying is better than dealing with a disaster later.

Final Thoughts: We’re All Human

Let’s face it – software projects can be messy. People get busy, miscommunications happen, and things get missed. But if everyone shows up, stays engaged, and truly listens to each other, the results are much better.

A successful implementation is about more than just the tech – it’s about people, processes, and ensuring the right voices are at the table. When accountants, clients, and implementers collaborate, businesses thrive.

e: advisors@hksrussell.com
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Posted on March 1, 2025 by Charisse Russell - Articles