At Reckon, we take customer feedback very seriously. One of Reckon’s defining characteristics is that we value our relationship with our customers and strive for the best customer service in our industry. Recently, to get to the heart of what really matters to our customers, Reckon CEO Sam Allert held an Ask Me Anything (AMA) discussion on our Reckon Community. In the AMA, Sam was asked a variety of questions regarding Reckon products, company culture, and the company’s direction.
Let’s go through the AMA highlights.
Focusing on customer relationships
Fostering customer relationships is a key factor in Reckon’s success. Conducting the AMA is part of the process of fostering those relationships. During the community discussion, Sam emphasised the importance of customer feedback as a key driver of product success. In response to a user, Sam highlighted that customer feedback and input help shape product focus:
“Your input really helps our product team prioritise and design the most impactful improvements. Thanks again for sharing your perspective – it’s great to have such engaged users in our Community!”
Software designed for the future
Reckon has a considerable user base across a diverse suite of products. From personal finance software on desktop, business software hosted on servers, to Reckon One, a cloud-based accounting software, there is a lot that Reckon offers to its customers. In the discussion, users were curious about Reckon’s product focus, and Sam pointed out that Reckon One is the future of Reckon:
“We’ve spent a many years building, refining, and positioning Reckon One, and today I feel we’re in a very strong place; as a focused, Australian-owned and operated company delivering affordable and valuable tools for SMEs and their partners across the country. We are laser focused on this, with a genuine commitment to service, quality, and affordability, and I feel we are starting to hit our strides in delivering.”
Sam emphasised this by helping with a user’s specific issues and mentioned that their solution can easily be found in Reckon One:
“If you’re open to exploring Reckon One, our modern cloud-based solution, there are a number of advantages that go beyond simply moving your data to the cloud. Reckon One provides bank feed functionality via Open Banking, which allows you to automatically import your transactions to make your reconciliations faster and easier.
We’ve just rolled out a massive upgrade to our invoice experience in Reckon One which allows you to utilise features like custom fields, additional invoice customisation options, invoicing on-the-go with our Reckon Invoices mobile app and a lot more.”
Challenges in the market
During the discussion, users expressed interest in Reckon’s direction and how the company competes with its competitors. In response, Sam gave his honest opinion on the challenges Reckon faces, but also what makes Reckon successful in the accounting software industry:
“As for hurdles, competing with the big providers will always have its challenges; they have VERY big marketing budgets… [But] what excites me is that we don’t need to be the biggest. Instead, our advantages are agility, focus, value, and a genuine commitment to our customers. We’re super focused on listening, improving, and delivering real value without the unnecessary complexity or cost.”
Sam also highlighted in another response his confidence in Reckon and its operation as a company:
“I’m excited about where we are today, and the quality of our team and culture we have, and what we are able to deliver today and into the future.”
What’s next?
Facilitated by Reckon Community Manager Rav Singh, the AMA proved to be a rewarding experience for both users and Reckon leadership. Users gained insight into the company’s direction, and leadership took into account the priorities and concerns of Reckon users. The AMA marks a relationship of transparency and collaboration between Reckon and its users, giving customers confidence that their accounting and payroll software is on the right track.
