Customer experience in the tax area, is it possible?

Oct 08, 2019, 85 views

To talk about customer experience is to talk about the customer journey and how they interact with a brand, that is, how they relate to the company from the moment they know it, make a purchase, use its services, trigger support or after sales. All of these steps create touch points, and for the satisfaction rating to be positive, each of these points must provide the best experience.

Let's go to a practical example. Retail has invested in digital technologies to enhance the consumer experience. One of the best actions within this scenario is the integration of online and offline shopping. The consumer can find a piece on a supermarket gondola and check for other colors or sizes through a scanner that reads product information that is recorded on electronic labels.

But can you imagine the application of this concept in the corporate tax area? At first, it seems to be impossible. But before reaching any conclusion on this topic, it is important to understand the Brazilian tax complexity, divided into two aspects. The first is the tax authorities' greater control over taxpayers, which was only possible thanks to the massive investment in technology, which has allowed them to increase their tax revenues, even with a shortage of 5,000 employees.

The second aspect to be analyzed is that companies are increasingly using investment in innovation to keep up with the technological advancement of Revenue. But in some cases, scaling up the technology park does not completely solve the problem for organizations. For a reason that seems simple, but it is not: Many companies offer technologies that do not meet the maturity level required by the market and used by the tax authorities. The intention may be the best, but the end result can be disastrous with unnecessary spending on non-demand solutions, perpetuating manual processes.

To get an idea, every structure created by companies to meet the tax bureaucracy, consumes on average 1958 hours per year. Added to these figures is the fact that the tax management industry has to deal with manual, exhaustive processes that require a lot of effort and time from its employees. But back to the initial question: how to apply Customer Experience in this context?

The first step is to have partners who have in their DNA the necessary expertise in the tax area, coupled with innovation. These companies have enough know-how to offer complete solutions to achieve full compliance. The tax area needs functional systems, because those that are not expose companies to the risk of being assessed by the Public Administration. And fines mean financial losses.

Taxes and fees may represent 68.4% of the company's profitability. Have you thought about what it means for your company to eliminate these costs? So, after choosing the right partner, the second step is to invest in tax intelligence, which will bring benefits to operation through process automation, real-time document validation and verification, cloud information storage, and more. .

The implementation of these technologies in the accounting area is so relevant that it must change the conception of the professional working in this area. The emergence of this new professional will bring greater mastery of technology use, maximizing productivity and tax efficiency.

All these benefits will allow the company to increase its competitiveness in the market, generate new business, without taking risks due to outdated processes that are no longer part of the reality of tax management in Brazil. It will also be the great chance to change the image of the tax area, which is today unfairly called the “Cost Center”, but may be called the strategic area.

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