CROP Accountants
For tax return preparation, CROP manually requested many documents and pieces of information. Employees checked files, sent reminders, and answered the same questions repeatedly.
The essence
Dialog Group developed Digital Colleague Tess. Tess guides customers step-by-step, knows what information is needed, and processes uploads and follow-ups via integrated systems.
A good approach doesn't start with an isolated tool. First, it must be clear what problem the customer is experiencing, what outcome the organization wants to achieve, and which processes, data, and people are involved.
Important to know
These elements provide a concise overview of the content. Use them as a starting point for discussions between business, IT, customer service, and compliance.
Many manual document requests, checks, phone calls, and reminders.
A process-oriented Digital Colleague who guides customers and processes data.
Connections with dossier and administration systems, among others, with traceable steps.
CROP reports an 80% time saving on previously manual work and an almost fully supported process.
Practical approach
You don't have to solve everything at once. These three steps make the topic discussable and actionable.
The team mapped all questions, documents, exceptions, and transfers.
Tess requests the right information at the right time and tracks progress.
Employees maintain control and handle situations that require attention or judgment.
What it can achieve
Customers better understand what they need to provide, and employees spend less time on repetition. This frees up time for substantive client work.
View the Digital ColleagueNext step
Briefly share your question. You will receive an initial substantive response within one business day.
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