Hancock & Hastings is a compliance and audit practice in Bedfordshire, founded by Amy Hancock. It started as a side hustle with 12 clients and now has a team of nine looking after around 400 clients, with Engager as the hub for onboarding and client communication.
In short
- Amy needed affordable software she could start small with, rather than tools that had to be paid for up front.
- Engager brings client information, professional clearance, prospects and the client portal into one database.
- Automated emails have made Making Tax Digital far more manageable, and the team plans to move its workflows onto Engager next.
Starting out without a big budget
When Amy went full time with her own practice, she did not have the money for the software she had used in previous jobs, most of which had to be paid for up front. For a while, filing directly with HMRC looked like the only option.
“At that point in time, I was thinking I was going to have to use the HMRC website. Petrifying.”
She had walked past the TaxCalc stand at Accountex, assuming it only covered personal tax. A closer look showed she could start with exactly what she needed and add more as the firm grew.
“You didn’t have to have a meeting and have complex plans or anything like that. You’ve got the flexibility for TaxCalc to grow as you grow.”
The admin that came with growth
As the client list grew, so did the admin. Before the two systems were connected, client details had to be typed into both separately. Amy even recorded a video to show new staff how to do it.
How Hancock & Hastings works now
One database for every client and prospect
Engager is the firm’s onboarding hub. Client information, professional clearance, prospects and the client portal all sit in one place, and the connection with TaxCalc means details are no longer entered twice.
“When the marriage happened, I was delighted. I get excited about every single little bit that comes out, because it is genuinely saving time.”
Automated emails for Making Tax Digital
Automated emails keep clients informed about Making Tax Digital, which has made the extra work far easier to manage. The team has agreed to move its workflows onto Engager next.
No training course needed
Amy did not need training to get started, and new starters do not go on a course either.
“Even now when I have staff starting, I don’t put them on a training course. I say, ‘You’ve used other software before. Go and have a look.’ And they can just pick it up.”
In TaxCalc, SimpleStep helps by using plain sections such as employment, self-employment and property instead of HMRC form language.
The result
Practice management is now central to how the firm runs. Amy is clear about what it would mean to go without it.
“If you took Engager out of the firm, I’d be lost. Tracking where everyone is at outside of a practice management tool like Engager would be hours. I would never go back.”
She also values that the product team is made up of accountants who understand the pain points and listen, which gives her confidence the software will keep pace as the firm grows.
The bottom line
Hancock & Hastings has grown from 12 clients to around 400, and now has:
- One database for onboarding, prospects and clients
- Client details entered once, not twice
- Automated emails for Making Tax Digital
- Software new staff pick up without a course
- Room to add more as the firm grows
Watch Amy’s story
Frequently asked questions
How did Hancock & Hastings start out?
Amy Hancock turned a side hustle into a full-time practice with 12 clients. Without the budget for software that had to be paid for up front, she chose TaxCalc because she could start with what she needed and add more as the firm grew.
What does Hancock & Hastings use Engager for?
Engager is the firm’s onboarding hub, bringing client information, professional clearance, prospects and the client portal into one database. It also sends automated emails to clients about Making Tax Digital.
Do new staff need training to use the software?
No. Amy says new starters who have used other software before can pick it up without a training course.
What is next for Hancock & Hastings on Engager?
The team has agreed to move its workflows onto Engager next.
