Whether it's chasing outstanding documents, reminding clients about tax deadlines, or simply following up on an enquiry, staying connected can often mean the difference between a smooth workflow and a bottleneck of unanswered emails.
For Western Australian firm Spencer Accountants, improving that communication process became a major focus as the firm continued modernising its operations.
Cradle's new SMS feature — integrated directly with FYI — has the team streamlined with client interactions, reduced admin time, and created a far more responsive experience for both staff and clients.
Cradle spoke with its firm's bookkeeper, Richard.
"Game changer is definitely the word that comes to mind when I think about Cradle and the FYI integration."
Moving from Paper Processes to Integrated Technology
Like many accounting firms, Spencer Accountants has undergone significant digital transformation over the past several years.
The Perth-based firm, which services a broad mix of individual and business clients, previously relied on more traditional systems and desktop-based processes. But as cloud technology evolved, so did the firm's approach.
Today, much of the business operates through integrated digital systems that remove manual handling and improve visibility across the team.
"A lot of the paper has gone and it's a lot more electronic signing, integrated technology and automation. It just makes life so much easier," Richard says.
With a team of five handling everything from tax returns and BAS lodgements to bookkeeping and administration, efficiency has become increasingly important — particularly when managing client communication at scale.
That's where Cradle's SMS feature had a major transformation on client communication.
The Communication Challenge
Before using Cradle SMS, the team relied on a mix of phone calls, emails, and standalone SMS software to stay in touch with clients.
While the process worked, it created unnecessary friction.
Staff had to manually enter phone numbers, SMS records weren't automatically stored, and communication history could easily become fragmented across different systems. On top of that, clients often ignored emails or delayed responding.
Richard says the team also found the previous SMS platform lacked professionalism, as Spencer Accountants shared their sending number with other businesses on the platform.
"We were using a standalone software to send SMSes, and it was sharing a phone number with anyone that used that software."
Why SMS Works Better Than Email
Since implementing Cradle's SMS functionality, Spencer Accountants has seen a dramatic improvement in client responsiveness.
Rather than waiting days for an email reply, clients now respond within minutes to text reminders and requests.
"If you send someone an email, they generally ignore it. Whereas an SMS is always in someone's face."
The team uses SMS for a wide range of interactions, including:
- Tax reminders
- Outstanding invoice follow-ups
- Missing document requests
- Appointment prompts
- General client communication
One recent example highlighted just how effective the feature has become.
After sending tax deadline reminders via SMS, Richard noticed clients almost immediately completing forms and booking appointments online.
"Clients were either filling in the form they needed to or booking an appointment through the website within a few minutes of me sending that out."
For a busy accounting practice, that speed of response has been invaluable.
A Simpler Workflow for the Entire Team
Beyond faster responses, one of the biggest operational improvements has been the integration between Cradle and FYI.
Every SMS conversation — including replies — is automatically saved directly into FYI, giving the entire team visibility over client interactions in real time.
That means no manual filing, no lost communication history, and no uncertainty around who contacted a client last.
"We all can see exactly what's happened and what interaction has been between the client and any of our team."
The automation has significantly reduced administrative handling while improving collaboration across the firm.
Richard describes the integration as one of the best parts of the platform.
"The integration between FYI and Cradle has been absolutely amazing. It's probably one of my favourite integrations that I use on a daily basis."
A More Professional Client Experience
Another major benefit has been the ability to communicate through a dedicated business SMS number.
Clients now immediately recognise messages coming from Spencer Accountants and can save the number directly into their phone contacts.
"Clients can save it in their phone and know that it is actually us contacting them."
The result is a communication experience that feels faster, more trustworthy, and more personal.
And clients have noticed the difference.
"One client said it was much easier for them to reply to an SMS as opposed to having to call us back."
Seamless Adoption Across the Firm
While introducing new technology can sometimes create hesitation around privacy, compliance, or staff adoption, Richard says implementing Cradle was straightforward from day one.
"Cradle has been seamless to implement in our practice. We haven't had any concerns with privacy or compliance issues. It's very straightforward to use."
The simplicity of the system made onboarding easy for the entire team, helping the firm quickly integrate SMS communication into its day-to-day operations.
Looking Ahead
As an early adopter of the SMS feature during its beta rollout, Spencer Accountants has already seen how integrated communication tools can transform firm operations.
And Richard is eager to see what comes next.
"I want to see what's happening next. What else can it do? It actually has made a huge difference."
For Spencer Accountants, Cradle has become a core operational tool helping the business communicate faster, stay organised, and deliver a better client experience.
For accounting firms looking to modernise client communication without adding complexity, Spencer Accountants' experience highlights the value of integrated SMS functionality.
By combining fast communication, automated record keeping, and seamless FYI integration, Cradle's SMS feature has helped the firm save time, reduce admin, and create stronger client engagement.
"I would definitely encourage any business that is looking for a suite of tools, especially with the SMS feature that Cradle has introduced, to give Cradle a go."