How Lumos delivers a consistent client experience, even when someone’s away
Lumos Business Solutions is a bookkeeping and BAS practice built around one clear priority: the client experience comes first.
14 years in, with a team sitting between four and five people, Pamela Nuttall’s goal is to keep work visible, organised and easy to hand over. But before FYI, that wasn’t easy to achieve.
Their client information was spread across Outlook, ClickUp, Practice Manager and Google Drive. The team had to constantly switch between them to find emails, documents, tasks and job information.
That became a challenge whenever a bookkeeper was away. It was difficult for anyone else to step in, piece together the full picture and keep work moving without the client feeling the disruption.
“There’s nothing worse than starting something and finding out someone else has already done it.”
Keeping client work moving with a central platform
FYI helped Lumos turn four disconnected systems into one, so anyone could easily pick up where someone else left off.
Every bookkeeper at Lumos has a designated sub-bookkeeper, a backup for when they’re away. Now that everything sits in one place in FYI, sub-bookkeepers no longer need to log into each other’s Outlook accounts or search through Google Drive to understand what’s happened with a client.
Everything is kept central. They can open any client file and immediately see the tasks that need doing, all the correspondence and the template worksheets.
And when the main bookkeeper returns, there’s no messy handback.
Automating recurring work and standardising how it’s done
Beyond making information easier to find, FYI also helps Lumos create automations for recurring work.
The team has built workflows for recurring work such as BAS, with tasks moving through stages including bookkeeper review, BAS agent review, client stage and finalisation. Each task includes instructions, links to documents and even Loom videos to help team members understand what needs to be done.
The team also completes regular ‘wash-ups’ throughout the day, reviewing tasks and updating statuses at the start, middle and end of the day. This rhythm keeps work visible and current, helping the team stay aligned and reducing the risk of tasks being missed or duplicated.
More visibility to assist management
All of that lifts a management burden off Pamela. She can now stay across client work without interrupting anyone for an update.
The team uses task statuses to manage daily work. If something is in progress, team members can leave a comment such as “waiting on client”, giving Pamela and the wider team context without needing a separate conversation.
This supports the communication culture Pamela has built inside the practice. Everyone can see what’s happening, what’s already been done, and what still needs attention.
A better way to support clients
Ask Pamela for her top FYI wins and the list is clear: centralised emails and document management, everything in one place, and task management as the bonus that ties it all together. But the real value is what those improvements allow Lumos to protect.
Their work now continues through leave and sick days, so no matter who’s away, the team keeps delivering the same experience their clients value.
If your practice runs on separate tools and you’ve felt the strain when a team member is away, this is the problem FYI was built to solve. Chat to our team to learn how we can help you practice.