IRIS beefs up Firm Management solution, customer success function

Accounting and business solutions provider IRIS announced an expansion to its IRIS Firm Management solution that, among other things, enhances the software's document management capacities.

"Modern accounting firms are growing quickly, expanding their service lines and client bases," said Jim Dunham, president and general manager of IRIS Americas. "However, this rapid growth often introduces technology sprawl, added costs and complexity. To tackle today's challenges, firms need an all-in-one solution that simplifies operations and helps them scale their business. That's why we created IRIS Firm Management — purpose-built from strategic acquisitions and shaped by four decades of collaboration with our customers."

IRIS IFM's integrated document management solution allows for storing, organizing and retrieving critical documents, for compliance with complex regulatory requirements. Today's update also allows the solution to automatically retain documents for standard periods of time; provides template forms to maintain document consistency and integrity; and produces a detailed audit trail — tracking who accessed which documents and any actions taken, and when. This means firms can securely share encrypted files with clients using drag-and-drop upload functionality.

In addition, customers can now create unlimited customizable reports with step-by-step guidance in order to gain real-time insights through interactive analytics dashboards and data visualization. Using drag-and-drop tools and filtering options, users can refine views, organize and analyze data sets—such as client, geography, accounts receivable, work-in-progress—to create a unified account view.

The update also allows for streamlined hierarchical menus to replace dropdowns for better accessibility and consistency. It also features a new period-lockdown feature which prevents changes to key functions in order to bolster security. Meanwhile, the solution also supports cloud-based receipt storage to simplify setup, as well as options for user preferences allow for tailored workflows.

Finally, IRIS IFM sports a new Configuration Management Component, which offers 140 multilevel configuration options across 40 modules, along with a library of ready-to-use templates. Real-time updates let users enable or disable features without disrupting existing workflows, ensuring seamless, personalized implementations for each client.

Centralized Customer Success Function

IRIS also announced a new centralized Customer Success Function, which will bring together customer-facing resources from across the business into one cohesive global team. This team will collaborate closely with IRIS' Account Management, Renewals, Product, Marketing and Customer Service teams to engage with customers at every stage of their journey.

The new function is meant to increase touchpoints to engage customers at critical moments that matter, as well as enhance the overall customer experience through establishing a unified approach across products and customer lifecycle stages and expanding customer-centric, outcome-based KPIs to drive impact.

This function will be led by Dave Burns, a newly appointed chief customer officer who previously served as interim chief revenue officer at IRIS Software Group. In his new role, he will oversee a unified team and collaborate closely with global leaders across client-facing teams.

"At IRIS, our customers are our top priority. We design and improve our products based on customer feedback and we strive to deliver exceptional customer experiences throughout our customers' end-to-end lifecycle," said Burns. "The launch of this new Customer Success function is just another way that IRIS is continually working to ensure our customers have a seamless and convenient experience from start to finish. We are excited about this evolution and confident it will significantly benefit both our customers and IRIS."