Tracy Ebdon-Poole, CEO of TaxCalc, talks about the importance of the customer experience, following their double win at the 2020 Accounting Excellence Awards. 

How does it feel to win Accounts Production Software and Professional Tax Software of the Year?
It’s an enormous honour. To have our collective hard work and commitment to supporting customers during this tumultuous year recognised makes us very proud indeed.

How will winning these awards impact your firm after a difficult year like this one?
We always say trust is hard to earn and easy to lose. This award seals our reputation and offers further validation to the accountancy community that our software is best in class – and provides reassurance to customers working in exceptional circumstances that our software can be trusted. All of this contributes to customer satisfaction, retention and provides a valid argument for prospective customers to consider TaxCalc. To that end, it’s highly encouraging, we take nothing for granted, especially in economically challenging times.

What advice would you give to anyone entering the awards, or thinking of entering the awards next year?
It’s all about the customer. Awards that are judged mainly by customer experience are always going to be the hardest to win. If you want to be credible in such a complex and competitive compliance environment, your commitment to excellence in product development/maintenance and customer support needs to be your highest priority. If your vision is clouded by investor influence and being a slave to the bottom line, your customers will choose not to vote for you, or will vote with their feet.

What does accounting excellence mean to you?
It’s all in the title, excellence is not about being second best.