Resilient in the face of crises through process documentation

The NeD Tax law firm, based in Kleve, for example, was looking for an intuitive software solution, as its old tool had proved too complicated and was not being used. It operates across borders; its sister company is based in Nijmegen, the Netherlands. Following a tip-off from a member of staff and some online research, Managing Director Günter Heenen came across the Opti.Tax solution from Hamburg-based hsp Handels-Software-Partner GmbH. The software has now been in use since June 2019 and is „a world ahead“ of the alternatives, according to Heenen’s initial assessment.

NeD Tax wanted a tool that offered more support than simply providing templates. It was intended to accompany and guide users through the process of compiling documentation on the current situation. It was also important to consider the roles and collaboration between clients and the firm. The tax adviser should not be solely responsible for compiling the documentation, but should act as a facilitator who asks questions.

Opti.Tax does exactly that. This means that parts of the documentation can be delegated to the client in the form of an interview. The client takes over via the Opti.Tax Cloud allows users to process the tasks assigned to them and simply send the data back digitally. Previously, this work had to be carried out by the practice and invoiced to the client. This means that tasks can be allocated and shared more efficiently, particularly during busy periods. For Heenen, another highlight of the software is its approach to Taxonomies and predefined templates. This makes it easy to version or adapt the process documentation. Details are requested and automatically inserted in the correct places within the document, so there is no need for tedious manual entry.

As such, hsp is in constant contact with law firms and tax advisers to offer them the best possible support beyond the Opti.Tax software. In addition to excellent German-language support and a comprehensive help centre, hsp offers its own discussion platform through the hsp Community. There, users can discuss specialist topics and ask questions around the clock.

hsp provided NeD Tax with the solution Opti.Tax The tool was presented in an online demonstration and proved a success. This was followed by its implementation in collaboration with the service provider of the ASP server solution used by the firm. Shortly afterwards, the firm was able to start using the programme, and it has been running smoothly ever since. During a one-day on-site training session, hsp introduced NeD Tax’s staff to the tool. In keeping with the „learning by doing“ approach, procedural documentation was drawn up using a specific case as an example. In this way, the firm learnt about the tool’s functionalities and structure.

To begin with, the tax adviser determines what documentation is to be produced – for example, whether it should be procedural and process documentation or cash management records. The programme then intelligently guides the user through the individual steps via various tabs, through which the document is structured. It begins with general questions, which become increasingly specific, thereby enabling the necessary areas to be precisely defined. Topics that are irrelevant are automatically excluded. In this way, the categories ‘Introduction’, ‘Organisational and technical framework’, ‘Staff’, ‘Data protection’ and ‘Professional framework’ are systematically mapped out and expanded upon as the process continues.

At present, three staff members are using the software, but the number is set to increase in future. Ned Tax’s Kleve office employs 23 specialists. The sister company in the Netherlands does not use a comparable tool, as Dutch legislation does not require procedural documentation – even though the level of digitisation and automation in accounting in the Netherlands is ahead of that in Germany.

In the context of cross-border operations, procedural documentation becomes an issue when a Dutch client has subsidiaries or branches in Germany. In such cases, tax advisers must make it clear to their clients that, whilst procedural documentation is not mandatory for the head office, it is mandatory for the German branches.

Given the large number of companies that currently need to completely rethink their processes, process documentation presents an opportunity as a tool for optimisation. Heenen, too, sees this not merely as a statutory obligation imposed by the tax authorities, but views the whole matter from a broader perspective. By engaging with documentation, companies can take stock, review their processes and workflows, and ultimately analyse what could run more quickly and efficiently. This is precisely what matters now. Risks that were previously unrecognised due to a lack of time can also be uncovered. The obligation to document procedures can thus present an opportunity not only to weather this crisis, but also to be well-prepared for future periods of economic difficulty.

What provides particular relief, especially in turbulent times, is intuitive usability. NeD Tax is very satisfied with this: „The software is user-friendly and well-structured,“ says Heenen. He finds the direct link to a report, complete with a live preview, particularly useful. On the segmented screen, the live reporting shows when data has been processed and recorded, and how it affects the procedural documentation. The firm is also pleased with the short response times and – particularly invaluable in times of crisis – the ease with which support can be reached: „We feel well looked after.“