For more than a decade Spencer Accountants has provided financial services to individuals and businesses, growing from a traditional, paper-heavy practice into a technology-driven firm. The transition hasn’t always been easy, but the right tools have made all the difference.
Cradle spoke with the firm’s administrator, Richard Wilson who revealed what changed the game for the business.
Embracing Technology for Growth
Spencer Accountants took over from a retiring couple who relied heavily on manual processes.
"A lot of paper-based work, pens, and those old-school calculators with rolls of paper," recalls Richard. But with 1,200 clients and over 250 business trusts and partnerships, efficiency became a priority.
The firm invested in cloud-based accounting software like FYI and XPM, but the missing piece was a modern communication system.
Discovering Cradle
For Richard, it was as simple as scrolling the FYI website to find an integrated phone service.
"The fact that it integrated seamlessly with FYI and XPM was a big draw for us," Richard explains.
"We wanted something that would be easy to implement and use - Cradle was exactly that. It was pretty much plug-and-play."
Richard says Cradle’s features immediately streamlined with the firm’s phone system, providing a more intuitive way to manage client calls. What they didn’t expect was just how much of a difference it would make in their day-to-day efficiency.
Enhancing Client Service
Before Cradle, answering client calls was a tedious process. "I’d spend time figuring out who was calling, asking them to spell their name, searching for their details - sometimes it took over a minute just to get started," Richard says.
Now, Cradle’s caller ID instantly pulls up client information, saving precious time - and come the end of financial year, Richard says that's going to be a game changer.
"On July 1st, when the phones don’t stop ringing, this is going to be a lifesaver. Instead of scrambling between calls, half the work is already done before I even pick up."
Richard says Cradle’s call recordings and transcriptions also mean no more handwritten notes or worrying about missing details.
"Instead of spending 15 minutes after a call trying to remember everything, it’s already recorded and transcribed. I can just send a summary straight to the team,” he says.
Compliance and the TPB Changes
With stricter regulations from the Tax Practitioners Board (TPB), compliance is more critical than ever.
"The new TPB requirements mean we need to be extra vigilant," Richard explains. "Cradle helps us meet those standards by automatically recording and storing calls, ensuring we have accurate records for any audit."
Previously, keeping accurate phone records was a challenge. "We relied on handwritten notes, and let’s be honest, sometimes they weren’t as detailed as they should be. Now, with Cradle, everything is documented instantly and securely. It’s a game-changer for compliance and it makes us feel really confident about doing our jobs too,” he says.
The ROI of Smarter Communication
Cradle hasn’t just improved efficiency - it’s also given the firm greater insights.
"We can now track call volumes, answer rates, and missed calls. Before, we had no way of knowing how well we were managing calls, but now we have clear data to improve our service."
For Spencer Accountants, the transition to Cradle has been seamless. "Our setup was done in the space of a morning. We had one call to cancel our old telco, and by 9 AM, our new system was live. It was that easy. And I barely even notice the time difference, the team has always been available to us despite the different zones between Western Australia and New Zealand.
A Recommendation for Accounting Firms
Richard’s advice to other firms is simple.
"If you’re using FYI and XPM, Cradle is a no-brainer. The integration is amazing, and it’s so simple to use. I just wish we’d had it from day one."
For firms looking to streamline operations, improve client service, and stay compliant with evolving regulations, Spencer Accountants’ experience is proof that the right technology can transform your practice.
