Simplify management and customer journey with Zoho
Founded in August 2021, Impôt YL is a company specializing in 100% online individual tax return preparation. As it was rapidly growing, the team sought to optimize its internal processes and offer clients a smooth and modern experience. This case study highlights how Impôt YL transformed its daily operations management and information centralization through the Zoho ecosystem and Tooly’s support.
"In my opinion, it is essential for a company to invest in information technology to remain competitive. Without Tooly's help, we wouldn't be where we are today!"
Vickie Desrosiers
Client Experience Manager, Impôt YL
The Challenge
Modernizing the operations of a legal firm
Before collaborating with Tooly, Impôt YL faced several obstacles restraining its productivity. Internal processes required numerous repetitive procedures and constant coordination between multiple tools. The majority of operations were managed manually, without automation. Furthermore, the management of tax documents – often voluminous and sensitive – presented a challenge for centralization and security. The main issues identified were:
Repetitive efforts at several stages of the client journey;
Numerous manual tasks;
Few or no automated processes;
Significant complexity in centralizing and sharing documents;
Time loss related to searching for and validating client information;
The need to simplify internal and external communication.
The Solution
An integrated and coherent Zoho ecosystem
To address these challenges, Tooly supported Impôt YL in structuring a comprehensive Zoho environment, tailored to its needs for productivity, clarity, and speed. Although the company already used some Zoho applications, Tooly’s intervention allowed for the unification of existing modules and the optimization of their use, with an emphasis on a fluid client journey and the reduction of manual tasks. The main modules implemented or optimized are:
- Zoho CRM: Centralization of client information, case tracking, and communications.
- Zoho WorkDrive: Secure storage and sharing of tax documents with a structure organized by client and by year.
- Zoho Forms: Automated collection of client information and supporting documents via online forms.
- Zoho Books: Automated invoicing management and payment tracking.
After the integration
Results and Benefits
Since the integration of these solutions, Impôt YL has seen a significant improvement in its efficiency, internal coordination, client relationships, invoicing process, and time management.
Increased productivity
The implementation and optimization of the Zoho One suite have reduced time loss, optimized communications and client relationships, and simplified the tax declaration process for clients. All these benefits have had a positive impact on the company’s overall productivity.
Centralized client information
Thanks to the optimization of the client relationship management software (Zoho CRM), client information is easily found, and it is much simpler for the team to keep track of the files.
Reduced time loss
The lack of synchronization between software and the complexity of the client journey caused the team to lose a lot of time. Instant document transmission and better synchronization between divisions have remedied this difficulty. The company can therefore serve a greater number of clients, contributing to its growth.
Improved communication
Simplified document sharing in Zoho WorkDrive and the creation of automated forms in Zoho Forms provide the team with greater clarity. All the information is centralized, the client journey is simplified, and communication, both internal and external, is more transparent.