I thought it might?be interesting to describe some of the key characteristics of successful sales tax outsourcing engagements? ??Now many might?assume?that such a list would include?the vendor?s technology platform ? or the?ability to provide access to reports and images of returns.? While those are all important, I suggest that you consider?something far?more basic than that ? something that appeals to the core of our human nature?? (Coincidentally, these characteristics are probably true of all of our relationships ? not just our outsourcing relationships?)
- Trust ? We all want to believe that trust is earned over time.? However, I think trust is almost immediately established upon meeting someone for the first time.? We?ve all had situations where we meet someone and immediately afterward have that gut feeling of ?I?m just not sure I trust them?.? While trust is established very early there are many opportunities to build more trust or to erode trust over time.? The next two items both impact trust over time.
- Communication ? I have seen many engagements fall apart due to a lack of communication and others survive throughout some very difficult times based on open communication.? I recently met with a company that was outsourced to a different provider.? This provider changed their internal return preparation system and did not communicate a transition plan or testing plan to their client.? After the new system went live, it became very apparent the new system lacked some of the most common functionality needed to process the company?s returns.? The client was very frustrated with the lack of communication during the transition and promptly decided to change partners.
- Responsiveness ? There will be issues with any outsourcing engagement.? I don?t think it?s realistic to believe that everything will be roses every step along the way.? But when there is an issue, then the service provider can either do great harm or build a more secure relationship based on how quickly they respond to the situation.? I?ve heard so many times, just shoot straight with me and tell me what our options are to fix the problem.? That?s reasonable.? That sounds easy.? But it can be very difficult to do.
Granted ? these are?somewhat ?touchy-feely? and may not be the meat you?re looking for.? But I can tell you that I?ve seen businesses that lack the latest technology and?whiz-bang reporting tools that have been successful as a result of these three items.? I?ve seen the reverse as well?
What else would be important to you in a sales tax outsourcing engagement?
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