How Kredence Helped Koncept M Strengthen Client Support and Daily Operations with a Virtual Accounting Assistant
Overview
Koncept M is a Sydney-based accounting and tax advisory firm run by Chartered Accountants and Registered Tax Agents. They work with a broad mix of clients, including individuals, investors, self-employed professionals, partnerships, trusts and small to medium businesses.
As their client base grew, so did the admin load across bookkeeping, compliance tasks, client communication, and routine accounting work. The core team needed relief from repetitive tasks so they could focus on advisory work and higher-value client conversations.
Kredence stepped in with a dedicated virtual accounting assistant who now handles daily admin tasks, bookkeeping support, client follow-ups ups and backend work that keeps the practice running smoothly.
Business
Koncept M
Location
Sydney, NSW
Industry
Accounting, Taxation, Financial Services
Services from Kredence
Virtual Accounting Assistant, Admin Support, Client Communication Support
Website
Engagement Duration
Ongoing
The Objective
Koncept M wanted a reliable virtual assistant who could help manage the growing workload of admin, bookkeeping and compliance tasks. Their goal was to keep daily operations organised, improve client response times and reduce bottlenecks during busy months.
The Key Objectives Included:
Faster Replies to Client Emails:
Respond to routine questions, collect documents and update clients quickly.
Smooth Compliance Workflow:
Keep BAS, IAS and tax return tasks moving with timely reminders and clear file organisation.
Consistent Follow Ups:
Reach out for missing paperwork, overdue responses and required forms without delay.
Steadier Bookkeeping Support:
Assist with reconciliations, data entry and file preparation so the accountants can review work efficiently.
Better Handling of Client Documents:
Ensure all records, folders and cloud files were updated and easy to locate.
Clear Weekly Visibility for the Partners:
Maintain trackers and simple summaries so the team always knew what was completed and what was pending.
The Challenge
Before partnering with Kredence, Koncept M relied solely on its in-house team to manage all admin and bookkeeping support. As more clients came on board, the workload increased across emails, reconciliations, data entry and client preparation tasks. This resulted in slower turnaround times and stretched capacity during the busiest weeks.
Key Pain Points Before Kredence:
Overflowing Inbox and Delayed Responses
Client emails often waited longer than preferred, especially during peak seasons.
Routine Tasks Distracting from Higher Value Work
Accountants spent time on basic data entry and file preparation rather than on advisory work.
Slower Bookkeeping Reconciliations
Regular reconciliations and coding tasks piled up during busy weeks.
Compliance Deadlines Harder to Track
Keeping up with BAS, IAS, and tax return timelines became challenging without consistent administrative support.
File Organisation Consumed Too Much Time
Cloud folders, statements, receipts and reports needed frequent sorting.
Client Document Collection Delayed Work
Chasing clients for pending documents took significant time away from core tasks.
No Support During High Workload Periods
Tax season created pressure without additional help to handle the increase.
Limited Time to Prepare Files for Review
Accountants often had to prepare files themselves before beginning the actual analysis.
How the Kredence–Koncept M Partnership Rolled Out?
Week 1
Process Review and Task Mapping
Kredence reviewed admin routines, bookkeeping tasks, client communication flow and compliance priorities to understand the core workload.
Week 2
System Setup and Access
Koncept M provided access to Xero, MYOB, cloud folders and communication channels so the virtual assistant could step into the workflow smoothly.
Week 3
Onboarding and Work Allocation
The virtual assistant was trained on internal processes, communication style and daily task lists, followed by trial tasks and quick refinements.
Month 2
Daily Admin and Bookkeeping Support
Reconciliations, reminders, email responses, document handling and file preparation became part of the consistent daily rhythm.
Month 3
Compliance and Client Coordination Support
The assistant began helping with checklists, collecting missing documents and preparing files for BAS, IAS and tax returns.
Month 4 and Beyond
Ongoing Workload and Seasonal Support
Additional hours were added during tax season and onboarding phases while support continued across admin, bookkeeping and routine client communication.
Our Strategy and Solutions
Admin and Inbox Management
- Handled daily emails and sorted conversations based on urgency.
- Replied to routine client questions and documented updates for the team.
- Flagged priority items so accountants could focus on the tasks that needed their attention.
Bookkeeping Support
- Completed regular reconciliations and coded transactions on time.
- Prepared bank feeds and updated records for smoother accountant review.
- Ensured files were clean and ready for monthly and quarterly tasks.
Client Follow-Ups and Coordination
- Reached out for missing documents and kept clients updated on what was needed.
- Scheduled calls, clarified basic queries and kept communication moving.
- Maintained steady touchpoints so compliance work never stalled.
Compliance Workflow Assistance
- Updated checklists for BAS, IAS and tax return tasks.
- Organised supporting files so accountants could review everything quickly.
- Monitored due dates to prevent any compliance gaps.
Cloud File Organisation
- Structured folders and files for easy access by the team.
- Uploaded statements, receipts and client documents promptly.
- Cleaned up older files to reduce clutter during busy weeks.
Weekly Reporting and Task Rhythm
- Shared simple summaries of completed work and pending items.
- Highlighted any bottlenecks that needed accountant's review.
- Helped maintain a steady weekly pace across admin and bookkeeping tasks.
Results and Key Metrics
In six months, Koncept M turned scattered admin work into a stable weekly workflow with faster responses, clearer organisation and less pressure on the core accounting team.
Operational Outcomes
Faster Email Response Times
Clients received replies quickly, which improved communication and trust.
Reduced Backlog Across Bookkeeping Tasks
Regular reconciliations and coding were completed without delays.
Smoother Compliance Workflow
BAS, IAS and tax return files were prepared with fewer delays, giving the team a clearer view of what was ready and what still needed attention.
Team Productivity Outcomes
More Time for Advisory Work
Accountants focused on analysis and client strategy instead of admin duties.
Steadier Weekly Rhythm
Routine tasks were completed daily with fewer bottlenecks and less last-minute rush.
Consistent Support During Busy Seasons
Extra help during tax time made the workload manageable without hiring full-time staff.
Wrapping Up
By working with Kredence, Koncept M gained a reliable virtual accounting assistant who handles the essential tasks that keep the practice running each day. Their core team now spends more time on client advisory, compliance work and practice growth while routine tasks are consistently taken care of in the background.
This partnership sets a stable foundation for scaling the practice, onboarding more clients and keeping up with tax season pressures without sacrificing quality or response times.
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