Gaining a Competitive Advantage: Eliminating Over Servicing in Your Business Operations

About this webinar:

Unrecovered over servicing work is costing UK firms on £69,000 per year on average.

From client needs that have changed, to adhoc requests that regularly land on your desk, over servicing can also have knock-on effect on your teams capacity and motivation.

Join us in this webinar as we explore how an automated and digitised client engagement process can enable you and your team to handle uncomfortable conversations and reduce over servicing work.


  • The impact of delaying uncomfortable conversations on you, your firm, and your team
  • The role of proposals and letters of engagement in setting clear client expectations
  • Why automating payment collections can minimise the risk of late payments
  • Tips & tricks for handling conversations around over servicing work


Will Dutton

Director of EMEA - Ignition 

Emma Crawford-Falekaono

Divisional Director, Accountancy, IRIS Software Group


Samantha Tennakoon

External Stakeholder Engagement, HMRC Making Tax Digital Programme


Gillian O'Dea CA

Director, J H Greenwood and Company

Eva Mrazikova (Moderator)

Accountancy Market Specialist, IRIS Software Group

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