How TaxCalc is hand-crafting the perfect product

As TaxCalc’s Product Director, Pauline Smith oversees the continued improvement of existing products, and coordinates the launch of new ones. It’s a tough job that’s dictated by a variety of compliance guidelines, evolving customer requirements and the wider goal of a future-proof business.

Get to know the TaxCalc support team

Customer support is a crucial link between a business and the people who buy its products, especially in the world of software. Great customer teams are often at the heart of a business’s long-term success, engendering trust, loyalty and peer-to-peer recommendation. With no chatbots or automated queuing systems, not to mention unlimited access to dedicated support specialists, TaxCalc’s UK-based team is one of the main reasons why customers stay with TaxCalc for years and years.

The Big Adjustment: Five Months In

It’s almost five months since our world was turned upside down and we all scrambled

to switch from an office-based enterprise to one that was working more or less entirely from home. As we emerge from lockdown (if indeed we do), we find ourselves at TaxCalc wiser, more productive, more mindful of each other and with a positive outlook, even given the difficulties that our industry and society faces.

Meet the team - Martin Davey

Innovation in Practice, The Digital Tax People, passion, creativity, simplicity, fun, enjoyment, respect, to name just a few.  Are they just words or do they mean something more? I’ve only been here a few months and have already seen first-hand how these descriptors make TaxCalc who and what we are.

TaxCalc 6.0

Moving home. Classically, the stuff of nightmares. Suddenly you realise you’ve accumulated a thousand car boot sales’ worth of junk. All the furniture that’s looked perfectly respectable in this, the current gaff, will simply HAVE to go. Will the telly work in the new place? God, what about broadband? It’s going to be a wrench. Will the kids adjust? How are they going to remember the new address? Can we really afford the four-times-the-size, costs-a-small-fortune doer-upper we’re moving to?

January? The best time of year to call TaxCalc Support?

Sounds unlikely? Surely most firms expect to wait a little longer for support from their software suppliers in the run up to the return filing deadline? True, but I’m pleased to say things are different for TaxCalc customers.

Maintaining excellence in Customer Support is as important to us as every other aspect of our business offering. Other providers might identify Support as an easy target for cost-savings. We, on the other hand, invest heavily in our Support team to provide a prompt, and technically-superior service to our customers. For instance, we place great emphasis on answering our Support Line in seconds rather than minutes. I’m exceptionally proud to tell you that our team achieved an average of only 22 seconds to answer our customers during January. Those of you who’ve had the ‘pleasure’ of waiting for 20 minutes and more for other providers to handle your query in the past will appreciate the speediness of this level of response. 

Meet the team - Daniel Smith

I joined TaxCalc last year. Having come from a different software house it was a breath of fresh air to see the positive way tasks are collaboratively approached here. It’s evident that everyone is passionate about the work they do for our customers. My background is implementing software into new practices and reviewing existing setups to ensure the software is used efficiently as early as possible.

Meet the team - Melissa Field

Looking after our customers is at the heart of what we do at TaxCalc. Our award-winning support is just one of the things that sets us apart from our competitors. Here we meet Melissa Field, Customer Support Manager, who heads up the team that makes it happen.