iManage Work 10 Case Study
RSM Australia is a world-leading provider of audit, tax, and consulting services to entrepreneurial growth-focused organisations globally. In addition to local knowledge provided by their advisers in 30 offices across Australia, they draw on their international reach and scale to ensure clients stay at the forefront of the world’s best practices, technology, and innovation within a rapidly changing global economy.
The RSM Australia team have been working with OIA and iManage for 7 years to ensure that RSM’s clients can be provided with the most timely and accurate service possible.
In 2017 RSM decided to upgrade to iManage Work 10, as the ability to work anywhere, on any device, any time would drive productivity and service improvements. Mike Peters, the Enterprise Content Management Manager, also implemented a project to standardise the firm’s processes to enable all offices to provide consistent service to clients, no matter their location around Australia.
When the COVID pandemic hit, suddenly the whole firm needed to work remotely while still providing those high levels of service.
"Thanks to iManage, during the pandemic RSM has been able to provide clients with timely, expert advice to assist those clients as they navigate the upheaval of COVID-19"
- Paul Joseph, CIO & Director of Operations, RSM Australia
RSM and OIA implemented Work 10 in phases, first with regional pilot sites, and then full implementation to all staff over the next 18 months. As a result of the upgrade, RSM saw increases in productivity, staff retention, and revenue for the firm.
When the global pandemic hit in March 2020 the new system was put to the test, as overnight staff needed to perform their same role from anywhere but the office. With iManage Work 10 in place staff didn’t miss a beat, were able to access all client information, and continued to perform their work at the same level as when they were in the office. RSM’s team could collaborate, retrieve crucial client data, and share information with clients, all in the same manner that had been possible while working in the office. Staff had access via laptops, mobile devices, and tablets to be productive while adhering to the firm’s strict security policies.
Crucially for RSM’s clients, the firm is now able to meet their needs faster, while the new version of iManage contains enhancements that enable RSM to meet its ISO 27001 compliance for retention and disposal of client information. With the foundation now in place, RSM can consider further enhancing the service it provides its clients by taking advantage of other iManage toolsets for automation, artificial intelligence, and much more.