How a 16-person team achieved double-digit client growth by delivering a 10/10 client experience

Founded in 2013 by brothers Dustin and Darren McNutt, 20-20 Accounting Solutions is a thriving firm based in Athens and Birmingham, Alabama. With a team of 16 dedicated professionals, they provide specialized accounting, bookkeeping, and advisory services to more than 300 clients — focusing on podiatry practices, infusion pharmacies, and small business owners.

20-20’s team understands the unique financial challenges these industries face — from complex operations and compliance needs to the demands of scaling a growing business. Through tailored accounting and advisory services, strategic consulting, and peer-network collaboration, the firm helps clients improve profitability, streamline operations, and achieve long-term success.

However, even as a growing and well-respected practice, 20-20 was facing mounting challenges behind the scenes — outdated systems, client frustration, and too many disconnected tools. That’s when they turned to TaxDome to rebuild how they managed client work from the ground up.

Since then, the firm has seen remarkable gains in client satisfaction and growth while providing much needed support for their team when they needed it most.

We connected with Paige Evans, 20-20 Accounting Solutions’ Client Engagement Coordinator, to discover how they got there.

When too many tools created too much hassle

What happens when your clients don’t know where to find finalized documents and you’re switching between 5+ tools just to complete basic tasks? For 20-20 Accounting Solutions, it meant frustration, stress, and fatigue for both their clients and the team.

Over the years, tech sprawl had crept into 20-20 and spread until each piece of their process lived in its own tool:

• Jotform for onboarding
• Jetpack Workflow for tracking workflows
• SmartVault for storing documents
• Mailchimp for communication
• DocuSign for signatures

What should have been simple client tasks — uploading documents, signing forms, finding past returns — became multi-step challenges for everyone involved.

Unfortunately, it got so bad that 20-20 saw a significant loss in client buy-in for the system they were using. The firm had grown, but the client experience hadn’t evolved with it and what used to be “good enough” was now a source of stress for clients and the team alike.

The final wake-up call

It wasn’t just the day-to-day friction that pushed 20-20 Accounting Solutions to reconsider how they served clients — it was the feedback they received when they asked clients directly.

At the end of tax season, the team sent out a client satisfaction survey to better understand how their tools were impacting the experience. 

That score wasn’t just a number. It reflected how frustrating the process had become for clients — and how it was hindering the firm’s ability to deliver the top-tier service their clients needed. 

Rebuilding from scratch

When 20-20 Accounting Solutions made the decision to leave their old systems behind, they decided to build for the long term. Rather than importing templates or duplicating processes from SmartVault or Jetpack, they decided to rebuild everything from the ground up inside TaxDome.

It was a bold move, one that required teamwork from both 20-20 and from TaxDome’s Customer Success Team. But, an added advantage was that it also gave them a chance to rethink how they worked as a firm and create something completely customized to how they wanted to work with their clients.

In just a few months, the team had recreated their entire system — every pipeline, every workflow, every automation. By going through this process, they discovered how to customize TaxDome to meet their unique needs. This also enabled them to make future adjustments easier and more intuitive.

“It took us only about two to three months to get everything built from the ground up,” Paige explained.

Implementing a new system in a growing firm comes with challenges, but with TaxDome’s award-winning Customer Success team and some creative motivation from Paige, 20-20 was able to  turn the transition from work into a gamified challenge that offered points for reaching milestones.

“If you built your pipeline, if you got your tags, if you got your template in, you would get so many points — and that reward happened to be a spa day.”

With expert guidance, healthy competition, and a clear vision, 20-20’s team didn’t just adapt — they embraced the change. By the end of onboarding, everyone was aligned, energized, and ready to deliver an experience for their clients that would help them grow.

A system clients and staff love

Once everything was rebuilt, the difference was immediate. What had once been a confusing, multi-step process for clients turned into a single, unified experience that felt easy and intuitive.

Clients no longer struggled to find what they needed or wondered whether a document had been sent. Everything — from requests to e-signatures to final deliverables — lived in one place. That clarity transformed the relationship between the firm and its clients.

The team began to notice other improvements too. Communication that used to be scattered across emails and attachments now lived in one organized space. Notes and updates kept everyone aligned — clients, staff, and partners alike.

And because 20-20 built their system around how they work, personalization came naturally. Account notes let the team remember details that make working with their firm feel more personal. 

The technology felt different — not just functional, but thoughtful. What once caused frustration now inspired confidence. Clients felt cared for. Staff felt in control. For the first time, the firm’s systems truly reflected the quality of service they’d always aimed to deliver.

A 10/10 experience that drives referrals

Remember the 5.4/10 rating 20-20’s previous portal received? When they sent out their next client satisfaction survey, the results told a completely different story. The same clients who once struggled to log in or find their files now described the experience as seamless and stress-free.

The difference was more than a number. It showed that clients were no longer putting off their submissions or hesitating to engage. The firm’s systems — once a source of frustration — had become an extension of the firm’s superior service.

“Clients love it. Everybody who brings it up or talks to me about it enjoys it,” Paige said.

Those results carried through to the firm’s performance metrics too. Client retention jumped from 80% to 90%, while tax preparation and completion rates rose by 10%. The firm also achieved between 20–30% client base growth — a sign that better experiences were turning into real business results.

And as word spread, referrals followed.

The firm’s technology had evolved, but more importantly, their relationships had too. Clients felt cared for, informed, and connected — and they were telling others about it.

Confidence, consistency, and peace of mind

As the firm settled into its new system, the biggest transformation wasn’t just efficiency — it was confidence. 

What once felt scattered now felt predictable and calm. Everyone knew where things lived, what needed to be done, and how to stay on top of client work without the constant back-and-forth.

“We’ve been able to truly enforce SOPs, adjust workloads, and move clients to new team members without losing important information,” Paige explained. 

But beyond 20-20’s growing client base, improved satisfaction rating, and streamlined operations was a deeper, more personal reward for Paige — peace of mind. As Paige stepped away to focus on family during her maternity leave, she didn’t have to worry about being called away. Clients continued receiving the same consistent, timely service in her absence.

Now, 20-20 Accounting Solutions operates with a sense of calm and control that was once out of reach. What began as a search for better technology ended with something even greater — a practice built for future growth while maintaining balance and peace of mind for the team.

Are you ready to offer an experience that drives referrals and firm growth?

20-20 Accounting Solutions is growing thanks to its superior, unified client experience. By leaving their old, disconnected system behind, Paige’s firm was able to realize 20—30% growth, increase retention to 90%, and build stronger client relationships that now generate referrals. 

Their success mirrors what 10,000+ firms in 25+ countries are seeing — when clients feel supported and confident, they tell others.

With TaxDome helping 30,000+ accounting, bookkeeping, and tax professionals deliver 5-star experiences through our best-in-class client portal and top-rated mobile app, firms can make communication, document management, payments, and overall client management seamless. 

But you don’t have to just take Paige’s word for it. You can take a tour of TaxDome and talk to a specialist to discover exactly how our platform will not only meet, but exceed your clients’ and your team’s needs.