How JBM & Associates uses VXT’s call recording to improve client communication and reduce liability

A small firm taking on the big players

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As the Director of JBM & Associates, a New Zealand-based accounting firm, Stuart Ruddell has built a practice that stands apart from traditional firms by doing things differently. JBM serves a diverse client base, including farming, construction, and childcare businesses. Rather than offering one-off services, the firm fosters long-term client relationships, and continuous support.

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"We’re a small firm, but we handle over 700 tax returns and invoice around 300 clients monthly," Stuart explains. "We compete with big firms like PwC, so we rely heavily on software to enhance our service. VXT has become a crucial part of that tech stack."

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Stuck with an outdated phone system

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Before switching to VXT, Stuart used another phone system (Voyager), but encountered significant issues with poor call reliability and the lack of a mobile-friendly solution.

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"Voyager’s web-based system was a nightmare. You had to keep a browser tab open, and there was no mobile app. I take most of my calls on my mobile, so I needed a system that worked across devices."

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Stuart was tied to his desktop and wasted valuable time manually checking and transcribing his voicemail.

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Managing hundreds of calls with VXT

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After discovering VXT, Stuart found the perfect solution for managing high call volumes efficiently.

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"I get a thousand calls a day and miss at least half of them. With VXT, all my voicemails, both mobile and landline, are in one place. The transcription feature means I can read voicemails instead of trying to decipher my notes messages. It's been a game changer."

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With VXT’s voicemail transcription and call recording, Stuart saves hours every week while keeping accurate client records.

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Taking back 30 minutes per call with Karbon integration

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JBM & Associates also integrates VXT with Karbon, their practice management system, for easy documentation.

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"Everything I do now flows through Karbon. Emails, call transcripts, and notes. I can tag conversations to specific jobs and over time I’d like to ensure my team has full visibility of relevant client communications. If I had to manually type out call notes, it would take me half an hour per call. VXT removes that burden."

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Protecting the firm and reducing liability with call recording

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For accountants, accurate documentation is critical to managing risk. Stuart has firsthand experience of how VXT’s call recording and transcription features have helped protect his firm from liability claims.

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"One time, a client insisted I had given them tax advice that I knew I hadn’t. I pulled up the transcript and proved exactly what was said. That single instance saved me from a major liability claim and thousands of dollars. For any accountant, VXT isn’t just about saving time, it’s about protecting yourself."

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Why VXT?

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"I’ve tried everything—Teams, other VoIP providers—but nothing comes close. Thanks to VXT, I can compete with anyone, regardless of firm size."

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For Stuart, VXT isn’t just a phone system — it’s an all-in-one solution for communication, documentation, and compliance.

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Key benefits

• Easily managing high call volumes: Call and voicemail transcription help JBM stay on top of hundreds of client calls.
• Saving time by integrating VXT with Karbon: JBM saves up to 30 minutes per call on manual note-taking and documentation.
• Reduced liability: Call recordings a provide a clear trail of conversations, protecting JBM from disputes and potential legal claims.