Canopy

Clients like the portal. It has helped improve the perception that my firm cares about their info. It also feels very organized. It is easy to set up a portal.

Yegads, what to me seems like obvious items, the organizer doesn’t roll over from prior year to current year. Your current solution is for me to set up customer accounts for each member of a family unit. This seems dumb and a waste of accounts, my and my team’s time, my money and the client perception and experience. If i as a customer was asked by my firm to re enter all prior year into, I would be beyond annoyed. I would wonder what kind of high tech experience Alison isn’t offering me. As a customer, I would also be less inclined to complete it because It is a waste of my time. Your customer service and training library aren’t helpful. Since it is very self serve, I have no idea what to look for in terms of better ways to use canopy because I don’t know what I don’t know. You let us all know at the innovation summit about the 100 new features you have rolled out. My admin and I were dumbfounded to learn this. How did we not know About the cool ways you are trying to make my life better? Do you offer monthly training or “ask me anything” webinars that don’t require me to pay extra or upgrade to a higher level. If you do, why don’t I know about them? If you don’t, why don’t you? It seems like you would help me have a better experience with the software and keep me as a recurring customer. Also, it is hard as nails to get requests followed up on. Customer service isn’t great.

The whole "pull transcripts" thing used to be a draw, but it's really not that unique once you've been in the tax business. It doesn't take that much work to pull transcripts and figure out what's going on with them the 'old-fashioned way'.

Terrible support. Refusal to update and improve software even with known bugs and issues. Not compatible with all screen sizes and they make you do workarounds. Broken buttons/links inside the user navigation. Can't refund through the app.