Client Success Story: Seamless Vendor Transition for a Growing UK Accounting Firm
Overview
Client: UK-Based Accounting Practice
Industry: Accounting & Compliance Services
Client Size: 600+ Clients
Engagement: Outsourcing Transition and Service Continuity Since 2014
Client Background
A well-established UK accounting firm with over 600 clients was already outsourcing work to an offshore provider in India. However, the client encountered ongoing issues related to service quality, timeliness, and overall communication—putting their own client commitments at risk.
In 2014, during a visit to the Accountex Exhibition, the firm connected with Sapphire Info Solutions. Impressed by Sapphire’s reputation, transparent pricing, and operational model, the firm explored a possible transition to regain control over quality and deadlines.
Challenges Faced
- Service inconsistency and quality issues with the existing outsourcing vendor
- Lack of transparency and inefficient communication
- High-risk transition involving existing client data and ongoing work
- The need for minimal disruption to internal teams and end clients
The firm sought a reliable partner to ensure a smooth vendor shift while maintaining high service standards and staff satisfaction.
Our Approach
Sapphire initiated the engagement with a detailed business process review. One of our directors personally visited the firm’s offices to evaluate workflows, systems, and pain points. Key actions taken included:
- Mapping their requirements to a proven outsourcing model used with a similarly sized Sapphire client
- Organising a client visit to observe real-time outsourcing processes using cloud and remote desktop access
- Suggesting light process enhancements to align with Sapphire’s infrastructure and document management protocols
- Implementing a step-by-step handover covering payroll, VAT, bookkeeping, and accounts production over 1–2 months
The entire transition was conducted collaboratively, ensuring staff buy-in and uninterrupted service.
Results Delivered
Tangible Outcomes
- Over 700 outsourcing hours delivered per month
- Full service takeover within 1–2 months
- Smooth vendor transition with zero operational disruption
- Enhanced workflow transparency and delivery standards
Intangible Benefits
- Improved trust in offshore outsourcing through clear communication
- Higher satisfaction among client’s internal staff
- Strengthened client confidence through visible process control
Client Feedback
“Sapphire made our transition from a struggling vendor not only possible but painless. Their model, team, and commitment to quality gave us the peace of mind we had been missing.”
Data Security & Compliance
Sapphire upheld data integrity through stringent protocols:
- ISO 27001:2013 – Information Security
- ISO 9001:2015 – Quality Management
- Full GDPR compliance across all touchpoints
- Secure access via cloud-based systems and remote desktop platforms
Key Takeaways & Best Practices
- Clear planning is key to vendor transition success
- Seeing live systems in action builds client confidence
- Small workflow changes can drive major performance gains
- Client-centric onboarding ensures smooth handover
Conclusion
This case highlights how Sapphire Info Solutions helped a growing UK accounting firm switch outsourcing partners without disrupting business continuity. With over six years of consistent service, this partnership showcases our ability to transform outsourcing into a long-term strategic advantage.
