Improving productivity and internal processes

With the onset of the Covid-19 pandemic, Burnett & Reid’s practice manager, Helen Strachan, realised that her firm’s existing processes for payments and onboarding were not sufficient to handle the requirements of the ‘new normal’ – the company was opening a new office and many people were also working remotely. Helen realised that leveraging a hand-held card reader for payments would not work.

For onboarding  during the pandemic, new clients weren’t coming into the office. Instead, they were scanning passports or photocopying documents and sending them in. For those that were emailed to the firm, there was less of an issue, but many clients were sending in the copies via direct mail, which caused a time delay in the firm receiving the documents.

In addition, once Burnett & Reid received the copy of the identification document, the firm would then upload it into an external system that would verify the document and return the report. “Independent verification was being done through the external provider, but the timescale was up to a week,” said Strachan.