Summary

This webinar, led by Johann Goree of Engager and Tom Ogden of TaxCalc, provides guidance on migrating client data to new software systems like Engager and TaxCalc. It is not an instructional session but rather a discussion of their professional experiences, focusing on the common pain points, pitfalls, and best practices associated with data migration. The core message is the "rubbish in, rubbish out" principle, emphasising that investing time in meticulous planning, data cleansing, and strategic preparation before migration is crucial for the long-term success and effectiveness of the new software. The speakers share top tips for getting data ready, such as identifying the best "source of truth" for client information, consolidating data from multiple sources, and using the migration as an opportunity to enrich data quality. They also discuss the technical aspects of the import process, contingency plans, data security, and the extensive support available. The key takeaway is that a well-planned migration, which includes configuring the new system's back-end settings before import and starting with a small test sample, prevents tedious manual correction later and ensures the new software can be used to its full potential from day one.

Knowledge Points

1. Introduction and Speaker Backgrounds

• Webinar Purpose
  • The session aims to discuss the pain points of migrating client data, based on the speakers' professional experiences.
  • It is intended to offer top tips for preparing data for migration to ensure the process is done correctly from the start.
  • A well-planned migration process makes using the new software much easier in the long run.
• Speaker Introductions
  • Johann Goree: Head of Growth and Co-founder at Engager, focusing on client adoption. He has experience helping firms implement Engager and from his own firm's frequent software changes.
  • Tom Ogden: Head of Onboarding and Data Conversion at TaxCalc, also involved in data conversion for Engager. He has nearly 20 years of industry experience with various software vendors, overseeing hundreds of migrations.

2. Pre-Migration Planning and Data Preparation

• The Importance of Planning
  • Better planning leads to a more successful migration and a more powerful software tool. A common mistake is to simply dump data, press import, and hope for the best.
• Step 1: Identify the "Source of Truth"
  • The first crucial step is to determine the best and most reliable source of client data.
  • Firms need to assess if they have a central repository (e.g., an existing practice management system) that contains key "standing data" like names, addresses, UTR numbers, CRN, and contact details.
• Step 2: Consolidate Data from Multiple Sources
  • It's common for data to be scattered across multiple systems, such as compliance suites, PM solutions, and spreadsheets.
  • Many large firms, not just small ones, have fragmented systems and rely on multiple spreadsheets.
  • The next step is to figure out the best way to pull all necessary data into one central place for the import.
• Step 3: Data Extraction Strategy
  • The goal is to populate an import spreadsheet for the new system.
  • Firms should investigate the export capabilities (e.g., reporting facility, database backups) of their current systems to extract the required information.

3. Data Quality, Cleansing, and Enrichment

• The "Rubbish In, Rubbish Out" Principle
  • This is the number one key concept: the quality of the data imported will determine the quality of the new system's output.
  • The issue of poor data alignment is an industry-wide problem affecting firms of all sizes.
• The Migration Opportunity
  • Moving to a new system is a crucial opportunity to review and clean historical data, checking for currency and accuracy (e.g., addresses, phone numbers, surnames).
  • It is also a chance to enrich the data, which offers more significant gains than new software features alone.
• Identifying Active Clients
  • A primary pitfall is importing a large number of old, inactive clients. The first exercise after data extraction should be to isolate active clients to avoid "muddying the waters".
• Reviewing Custom Fields
  • Firms often import an excessive number of custom fields without assessing their value.
  • It's advised to review each field's purpose and usage, discarding any that are redundant, outdated, or provide no real value (e.g., tax due figures from 2016).
• Storing "Soft Data"
  • Firms can import valuable "soft data" for relationship management by creating custom fields for client details like their favourite football team, family information, or preferred beverage.
• Avoiding Data Silos
  • Keeping old systems running with a single licence to access historical data is discouraged, as access can be lost. It is better to move all necessary data to the new system.

4. Efficient Data Import Preparation and Strategy

• Focusing on High-Impact Data
  • When cleansing data, focus on missing contact details like telephone numbers and email addresses.
  • Do not waste time updating information that can be automatically synchronised from sources like Companies House (e.g., year-end dates, registered office addresses, SIC codes).
• Merging Data with Modern Tools
  • If data is spread across systems, use common identifiers (e.g., UTR numbers) to merge it.
  • Excel functions like VLOOKUP, or secure AI tools like Microsoft Copilot and secure versions of ChatGPT, can be used to consolidate data into a single import sheet.
• Pre-Import System Configuration
  • It is highly recommended to set up and scope out the new system's back-end settings (e.g., services, phases, users in Engager) before importing data.
  • This reveals necessary data points (e.g., client manager assignments) that can be included in the import, enabling immediate use of features like workflows and reporting.
• Preparing the Import Sheet
  • Before exporting the import template from Engager, ensure all desired custom fields have been created within the application. The system maps fields when the template is generated, so adding fields later requires starting over.
  • Having multiple team members from different departments review the import sheet is a top tip to ensure all fundamental data points are included.

5. The Import Process and Error Handling

• Importing in Batches
  • A best practice is to start with a small "dummy run" or test sample of 5-10 clients to verify data accuracy and prevent widespread manual work later.
• The "One Import Per Client" Rule
  • In both Engager and TaxCalc, a specific client can only be imported once. Subsequent imports of the same client ID will not enrich or overwrite the existing record.
  • However, multiple import actions can be performed for different sets of clients (e.g., import companies, then sole traders).
• Emergency Data Purge ("Emergency Cleanse")
  • Engager offers an "emergency escape" option. If an import goes catastrophically wrong, a firm can request a complete cleanse of their client database in writing, which takes a couple of days.
  • Before resorting to a full purge, tools like the 'bulk update tool' in Engager can be used to fix issues.

6. Post-Import Data Management and Contingencies

• Handling Missing Data
  • If some data is missing after the initial import, systems like Engager allow for the creation and distribution of forms to clients to collect or update their information.
• Using Forms for Data Cleansing
  • A practical approach is to send an annual "census" form to clients (e.g., in a quiet period like February) to verify and update their records.
  • This helps comply with GDPR and AML regulations, which mandate maintaining accurate records, and can be used as the official reason for the request.

7. Migrating Between Engager and TaxCalc

• Recommended Migration Order
  • The general conclusion is to import into Engager first, as it typically holds more data points. This data can then be pushed through to TaxCalc as clients are linked.
• Alternative View on Migration
  • The process can be treated as one, populating both import sheets simultaneously. The TaxCalc import might happen earlier as it requires fewer data points, allowing firms to get started on compliance work quickly, while more time is spent perfecting the more comprehensive Engager sheet. The firm's priorities should drive the approach.

8. Client Data Security and Permissions

• TaxCalc Security Features
  • Post-import, client records in TaxCalc can be manually password-protected to prevent unauthorised access.
  • Client restriction is also available, allowing specific clients to be hidden from certain users' client lists.
• Engager Permissions
  • Currently, Engager does not allow users to be restricted from seeing certain clients; all users can see all clients.
  • However, if a client is password-protected in TaxCalc, attempting to save changes to that client in Engager will prompt for the TaxCalc password.
  • The Engager team is looking into developing more granular permissions.

9. Support and Resources

• Available Support Channels
  • Both Engager and TaxCalc offer extensive support, including knowledge centres with articles/videos, active Facebook communities, and dedicated support teams reachable via email, live chat (Engager), and telephone (TaxCalc).
• Data Conversion Services
  • For firms needing assistance with data extraction (e.g., from SQL databases), both TaxCalc and Engager offer professional data conversion services to help with the entire migration process.