Heritage Accountancy & Taxation Services Ltd

Customer support as good as IRIS Keytime’s is like gold dust

“You can’t underestimate the impact of getting through to a person who cares, is able to solve the issue and put your mind at rest, at a point when you feel desperate for help,”
says Malcolm Harrison. “When you work on your own without a team around to solve software issues, good customer support is like gold dust. So, when you experience it – as I have with IRIS Keytime – you remember it.”
Rugby based practice owner, Malcolm, feels that working alone without IT support to turn to can lead to a world of pain and frustration when tech problems arise. So, when a software provider gets their customer support spot on, it can be a lifeline for small businesses like his.
He came on board with IRIS Keytime when his previous software provider withdrew from the market; it was a case of right place, right time – plus the right level of support at the right price. Now the
vast majority his software products are IRIS Keytime, including Accounts Production, Corporation Tax and Personal Tax, with additional support coming from IRIS Payroll.
Malcolm started his practice 27 years ago – far before self-assessment was even a twinkle in HMRC’s eye. Everything was on paper and it felt like a big deal to invest in a 1.1GB computer to type up his accounts! He now has over 250 clients from his home-run business in Rugby,
listing everything from sole-traders to multi-million-pound businesses amongst his customer base.

Resisting buyouts and head-hunting efforts to lure him away, Malcolm hopes to keep the business firmly in the family and plans are afoot to bring his son on board over the next few years. “I’ve made the call to keep the business contained and secure under my guidance. I’ve pulled the drawbridge up, to an extent, but I want the business to continue and want to keep it in

the family. With my son joining me, we will be able to expand, offer new skills, and use new software to accomplish more for our clients. It’s an exciting step forward,” says Malcolm.
Reflecting on the journey he has had, Malcolm muses, “When I started out, the landscape was very different. We knew all our clients personally and we were on first name terms with some tax inspectors! It was a different era, which the advances of technology and software has changed;

stripping away some of the personal elements. Good relationships are still so vital though, with clients and with the providers you use to support your business. I love technology when it works, but I loathe it when problems set in. Proper support is crucial, and it is frustrating when that help is lacking. When my computer when down, I feared for my client work – I even lost sleep over it! I sat on the phone to IRIS Keytime as the customer support adviser took over my PC, patiently reloaded

everything and migrated my data across to the new computer. All the worry went away, and I couldn’t have been happier.
“Ultimately, those are the moments you remember; the people that go that extra mile for you and your business.”