As CPA firms grow, so do the challenges of managing resources, serving clients effectively, and staying competitive. For firm leaders, the solution is dashboards: real-time, adaptable tools that provide actionable insights into key business metrics.
When used strategically, dashboards are transformative tools for delivering more value to clients while staying relevant.
Here's how dashboards, with the right metrics, empower CPA firms to grow and thrive.
1. Focus on revenue per FTE. Revenue per full-time equivalent is a critical measure of operational efficiency and profitability for accounting and advisory firms. It highlights the balance between workforce capacity and revenue generation.
Dashboards help leaders track this metric in real time so they can:
- Identify underutilized staff or overburdened teams and adjust workloads.
- Justify investments in automation tools that allow staff to focus on higher-value activities.
- Benchmark performance across teams or offices to promote consistent profitability.
A focus on revenue per FTE ensures that firms grow in size and in profitability.
2. Reduce cycle time for key processes. In a profession driven by deadlines, reducing cycle time for completing tax returns, onboarding new clients, and completing audits and other client deliverables is a big competitive advantage.
- Dashboards make cycle time visible and actionable by:
- Highlighting bottlenecks in workflows, such as delayed document submissions from clients.
- Measuring turnaround times for specific services and comparing them to industry standards.
- Tracking client response times and internal task completion rates to improve coordination.
Shorter cycle times improve client satisfaction and free up capacity for firms to take on additional, higher-value work.
3. Addressing the "too many small clients" problem. One common challenge for firm leaders is the drag on resources caused by too many small clients. Small clients may provide steady revenue, but they often require the same level of service intensity as larger, more profitable clients.
Dashboards can help firm leaders:
- Identify the revenue contribution and service intensity of small clients versus larger ones.
- Evaluate the profitability of different client segments to make strategic decisions about client mix.
- Focus resources on developing deeper relationships with their best clients, offering services tailored to their wants and needs.
By shedding or streamlining low-value client relationships, firms can redirect their energy toward initiatives that drive long-term growth and innovation.
Metrics for skills, training and staffing
Dashboards aren't just about financial performance. Firm leaders must continually assess their team's skills and capacity to meet evolving client demands. Metrics like utilization rates, training hours per employee and client feedback scores can help identify skill gaps that require training or hiring, and predict future staffing needs based on client demand and growth projections. They can also monitor staff satisfaction and burnout risk to maintain a healthy workplace culture.
Incorporating these metrics ensures firms build a workforce capable of delivering consistently excellent service. The "balanced scorecard" approach is gaining traction in the profession. In addition to financial metrics, it also focuses on processes, training and client satisfaction.
Practical steps
Here's a guide to getting started with dashboards:
- Define key metrics. Start with metrics that align with your firm's goals, such as revenue per FTE, client profitability, or cycle times for major services.
- Prototype simply. Use spreadsheets or lightweight tools to test your metrics and refine your dashboard before investing in advanced systems.
- Engage your team. Include everyone affected by the metrics in the development process to ensure buy-in and relevance.
- Iterate and improve. Regularly review your dashboard to add, update or retire metrics as your firm's needs evolve.
By focusing on the right metrics, firm leaders can ensure that their teams work smarter, align resources, enhance client relationships, and build a skilled, agile workforce.
Dashboards truly are the control panels that guide firms toward sustainable growth and transformative client service. The question isn't whether to adopt dashboards, but how quickly you can implement them to stay ahead in an evolving profession.
Think — plan — grow!
