How MBS Accountancy used VXT's Karbon integration to connect with their clients faster

Christine Twitchell, Business Administrator at MBS Accountancy in Fresno, California, knows the importance of excellent client communication. At MBS, a team of 15 professionals serves over 300 business clients, focusing on tax work, consulting, and accounting for owners and their companies. As a growing firm, MBS needed a phone system that could handle their high expectations for client service, integrate with their existing system, Karbon, and have the flexibility for remote work. When they discovered VXT’s integration with Karbon, it seemed like the perfect solution.

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From desk phones and virtual receptionists to a connected, client-centric solution

When Christine started at MBS in 2019, the team relied on hard desk phones and a virtual receptionist service to handle incoming calls, which screened and routed them. MBS then moved away from desk phones and was using an app from the virtual receptionist service, requiring staff to make and receive calls on personal cell phones. However, they found that the virtual receptionist service wasn’t delivering the personalized client experience they wanted, as clients weren’t always reaching the right contacts. MBS decided to bring call handling back in-house and needed an integrated solution. Christine began exploring options that could support this change and integrate directly with Karbon, leading them to VXT.

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“We had fallen in love with Karbon for its efficiency, and finding VXT’s integration with it was a game changer for us. Now, we don’t have to worry about updating contact information across multiple systems. If I update it in Karbon, it syncs with VXT automatically. It’s been a huge time-saver and keeps us focused on what matters most.”

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"VXT’s integration with Karbon ensures that every client call is properly tracked and assigned to the right team member"

Christine uses VXT’s integration with Karbon to ensure every client call is properly tracked and assigned to the right team member. When a call comes in, Christine or her team can quickly add notes in VXT and send the information directly to Karbon, where it’s logged against the client’s profile. This transfer means that every team member has immediate access to the latest client communication, making follow-ups straightforward and organized.

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“Calls come in, and we can add the note and shoot it right over into Karbon, assigning it to our staff to return the call. It’s not sticky notes or back-and-forth emails—it’s all there in their work view so they can take care of it.”

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For longer or complex calls, Christine and her team can also use notes within VXT to capture detailed information, which gets assigned directly in Karbon, creating a clear record that anyone on the team can access if needed. This process not only keeps everyone informed but also allows MBS to maintain a professional level of service, even as different team members handle client inquiries.

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"Our CEO has always been clear – we don’t want to miss client calls"

VXT has helped Christine and the MBS team improve client accessibility. Each team member now has a direct line, allowing clients to connect without going through a receptionist or being put on hold. This feature alone transformed how MBS managed client communication, keeping response times low and client satisfaction high.

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“With VXT, clients can reach their contacts directly without waiting, and they appreciate getting connected to the right person right away. It’s faster, and it means we’re there when they need us.”

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Eliminating spam calls to prioritize clients

In addition to improving client response times, VXT helped MBS cut down on distractions. Christine explains that unwanted sales calls and robocalls had been a big issue for their team, often breaking focus and pulling attention away from important work. Now, with VXT, they can label and screen non-client calls more effectively, keeping distractions to a minimum.

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Supporting remote work

The flexibility of VXT has also been a significant advantage for the team’s remote work setup. Christine, like others at MBS, now has the option to work from home while remaining fully connected. She can answer calls, make notes, and assign follow-ups without any delays or issues.

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“I’m working from home today, and I can answer calls just like I would in the office. VXT keeps communication flowing smoothly—no lag, and everyone is connected wherever they are. That has been a huge plus for us.”

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Key Results

• Direct access for clients: Clients reach team members without going through a main line, reducing hold times.
• Filtering of robocalls: Sales and robocalls labeled, allowing the team to focus on client calls.
• Karbon integration: Contact information automatically syncs between VXT and Karbon, eliminating duplicate work.
• Remote work: Team members can handle calls from any location, ensuring consistent client communication.
• Smooth adoption: Quick and easy setup with minimal training, even for team members resistant to change.

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