How Initor Global Promises a Seamless Onboarding Experience

Initial contact and consultation

Prospective customers can contact Initor Global using our website or social media channels. We promise any request for information or a call with one of our expert advisors will be acknowledged within two hours. A video call can be set up on the same day and within 24 hours. During our first consultation we will establish basic facts about our prospective customer’s needs, the nature of their Accounting Practice and clients and the issues they are trying to resolve. Our expert advisors have worked successfully with hundreds of UK accountants and will provide honest feedback on whether Initor Global can provide the solutions needed.

Non-disclosure agreement and free trial

We offer all prospective customers a free trial of our services. This involves up to 10 hours of an accountant or bookkeepers time. Typically, we will complete a small number of tasks for an accountant, such as monthly bookkeeping, VAT return preparation, year-end accounts, or self-assessment tax return work. This allows us to test systems to transfer and receive data between the onshore and offshore teams and allow the UK accountant to assess the quality of work produced.

Before our free trial commences, our customers must sign a non-disclosure agreement (‘NDA’). Both parties electronically sign the NDA to make this process as smooth as possible.

Communication

Throughout the pre-onboarding stage our customers receive regular emails and contact from our expert advisors. We use the information provided by our customers to update our Customer Relationship Management (CRM) system which means we only have to collect standing information once. Standing information includes names and contact details of our customers, information about their Accounting Practice or business and the services we will be providing. At this stage, our customers are introduced to their Operations Manager, who is a named individual, and a senior manager based with our teams in Ahmedabad in India. The Operations Manager is responsible for the overall delivery of work and can be contacted at any time to answer questions about the progress and completion of work and to resolve any issues arising.

Full contract

When the free trial is successfully completed, our customers sign a 12-month contract. The contract sets out the nature of services to be provided, financial and legal terms and the roles and responsibilities of each party. Contracts can be terminated by either side with 30 days’ notice. Our work will only commence when both parties sign contracts.

On-boarding information

We’ll double check the information we hold about customers is correct. This includes who is the main point of contact, their contact details and preferred method of communication. Our teams are happy to communicate by email, over video calls or by telephone depending on our customers’ needs.

We record details of the accounting and customer relationship management (CRM) software our customers expect the offshore to team to use, ensuring we have appropriate login and password credentials. Our teams can access customer servers on the cloud using secure logins or arrange the transfer of data using secure commercial software such as ‘Dropbox.’ We test these channels using our own computer experts to ensure systems and processes for sharing data are secure and effective.

Scope of work

The scope of work to be completed by the offshore team is clearly specified in our terms of service. This includes the nature of work to be completed, the timescales for completion and how work should be progressed with clients. Some of our customers are happy for the offshore team to contact clients to resolve queries and progress work. Others prefer to retain responsibility for contacting clients with the Uk accountant. Any changes to the agreed scope of work are confirmed in writing using an exchange of letters or, if significant, an updated contract signed by both parties.

Progress meetings

The Operations Manager will oversee delivery of work and arrange progress meetings with the onshore team as required by the customer. Most UK accountants are happy to have weekly meetings from the outset and as work is delivered, revert to monthly meetings as the relationship beds in. The offshore team is always flexible based on the needs of individual customers.

Continuous improvement

The offshore team continually look for opportunities to improve systems and processes and are happy to offer feedback if they feel services can be delivered more effectively. This may involve improvements in the way data is transferred between the onshore and offshore teams or the way clients are contacted about the progress of their work. The Operations Manager will also seek feedback on the delivery of work.

Client satisfaction

We seek feedback on the performance of the offshore team from our customers throughout the year. The information is collected independently of the offshore team and Operations Manager. A senior manager from Initor Global may contact customers to follow up any comments offered about the performance of the team or individuals within it. This provides an opportunity for customers to provide comments in confidence and resolve any issues arising.