Reclaiming 583 hours: Friedman+Huey standardized the last mile of the tax return

Introduction

Last-minute frustrations, particularly close to deadlines, may be a familiar part of doing business for tax and accounting professionals, but Friedman+Huey isn't satisfied with the status quo. They continually strive to innovate and improve their internal processes.

The firm recognized that one of the more cumbersome processes was the paper assembly procedure for tax returns. Simple 1040 returns took up to 30 minutes to print, assemble, and staple — and then there were the postage costs.

The challenge: Looking for ways to innovate

With multiple locations throughout the Chicago area, there were many variations in the "last mile" of the tax return engagement, which made the process confusing and inconsistent. Partners and tax preparers had personal preferences on which pages should be included. Even the way the admin team received the prepared return varied. Some people printed the paper return and dropped it off, while others emailed the file. This led to inconsistencies throughout the firm and added complexity to an already time-consuming process.

Another significant hurdle was retrieving signed e-file forms from clients. Getting the signed 8879s back was very time-consuming and often required the firm to pressure or bombard clients to get those signed forms back because the return couldn't technically be submitted without that form. During busy season, this became a critical bottleneck, with staff spending the final week before deadlines following up with clients to retrieve signed forms.

When the COVID-19 pandemic struck, the firm faced an enormous dilemma. Many clients could not access a printer or scanner and were unable to print, complete the e-file forms, and scan them back to the firm. This accelerated the urgent need for a digital solution.

The solution: Streamlining processes and standardizing workflow

SafeSend Tax Returns provided a standardized assembly process that eliminated inconsistencies across Friedman+Huey's three locations. The solution ensured one specific procedure that partners, tax preparers, and admins follow uniformly, regardless of return size.

The platform's intuitive, guided interface made it easy for clients to review their tax package, and the automated reminder feature eliminated manual follow-ups for signed 8879s, solving the critical bottleneck that consumed staff time during busy season.

Implementation was seamless, even close to the busy season. SafeSend provided comprehensive training materials, including user guides, refresher trainings, and awareness flyers the firm could customize with their logo.

The support from SafeSend's customer service teams made the transition smooth, and the firm appreciated how responsive the platform is to customer feedback. When the firm pointed out confusing feature labels, SafeSend updated their training materials to reflect the suggestions. This commitment to listening and continuous improvement created a positive experience from sales and onboarding through ongoing communications with their customer success manager.

The outcome

The quantifiable impact has been remarkable.

All returns now take just five minutes to process, regardless of size, compared to the previous 30 minutes for simple returns and 1 to 1.5 hours for larger returns. Friedman+Huey processes roughly 1,400 returns, saving a minimum of 25 minutes per return. This translates to 35,000 minutes or 583 hours of administrative time saved.

The platform standardized the workflow across all three locations, eliminating inconsistencies while removing the chance for human error. The firm maintained its excellent reputation for outstanding client services while freeing administrative staff to focus on other priorities.

The benefits extended beyond operations. SafeSend Tax Returns gave Friedman+Huey team members hours each week to spend with their families, boosting morale and supporting employee retention. The platform also strengthened client retention by positioning the firm as forward-thinking. Clients of all ages responded positively. The firm benefits from SafeSend's 99.9% uptime and responsive customer service, which demonstrates their commitment to listening and investing in their customers.