Small Firm of the Year
In what has been a difficult year for everyone, Cloud 360 has doubled-down on it’s already impressive customer service. When the pandemic hit, the firm immediately picked up the phone to call each one of its clients and ask how they were coping. “Our clients needed a virtual support arm around the shoulder,” wrote CEO Kieran Phelan in Cloud 360’s application. It was this human touch that struck a chord with the judges. “It was really heartwarming,” said John Coldicutt, Xero Marketing Director (UK & EMEA).
The firm ran Facebook live sessions to take clients through the government support schemes and Phelan set up a Linkedin group for Northern Irish and Irish accountants to share knowledge.
Judge Amanda Newton, GM Partner Experience, was also impressed with Cloud 360’s slick five-step onboarding process, which includes an initial discovery call, a Zoom meeting with Phelan to discuss goals, a Xero demo and a price and proposal via GoProposal. “I like that they have a clearly articulated definition for how they bring on customers,” she said.
The firm puts technology at the heart of everything it does and is committed in helping others transition to Xero and cloud accounting. It has set up a paid-for 24-hour Xero support service, and pre-lockdown ran free Xero workshops for local businesses. Judge Glen Foster, Xero Sales Director (UK & EMEA) said: “I like the confidence [Phelan] has in his product knowledge and the value he can deliver to businesses.”