Why Good Accounting Firms Still Feel Chaotic, Even with Strong Teams and Modern Tools

Accounting firms today have more capable technology, more automation, and experienced teams. Yet many still feel overwhelmed. Work piles up, priorities compete, and busy seasons expose capacity problems that new tools alone do not solve.  

To explore what firms should look at before the next busy season, Ace Cloud Hosting spoke with Gary DeHart, Publisher and Managing Partner of Insightful Accountant.

A former Associate Publisher of Accounting Today, Gary has spent more than 25 years in media and works closely with accounting professionals, following how technology, firm management, and client expectations are changing the profession. 

In this conversation, Gary explains why staffing is only part of the picture, how client fit and scope creep can drain capacity, how to tell whether technology is genuinely helping, what AI adoption looks like today, and why lasting improvement should begin with clear goals. 

After speaking with so many accounting professionals, do you think firms feel more chaotic today, even when they have experienced teams and modern technology? 

I’m not sure if chaotic is the correct word.  Overwhelmed.  Understaffed.  Falling behind are the words that I hear more frequently.    

Many firms blame staffing shortages, but are they really the root cause? Or are unclear workflows, reviewer bottlenecks, and limited visibility making capacity challenges even worse? 

Every firm is different, so I can’t make a blanket statement. Staffing is certainly part of the issue, but I think there are also some issues with client fit and scope creep that need to be addressed in many firms.  Just because they pay does not make them the best fit for a firm. 

What are the biggest warning signs that a firm’s technology stack is no longer supporting its people, clients, or long-term growth? 

I think you have to look at whether technology is helping or hurting.  If it’s not helping, get rid of it, even if you have given the necessary time and effort to train yourself and your staff on it. Most people only use a fraction of any given technology’s capability.  

AI is dominating conversations across the profession. Where do you think AI is genuinely delivering value today, and where are firms expecting too much from it? Are you seeing meaningful adoption beyond experimentation? 

Every firm is different, so adoption is different across firms. It seems most firms are dabbling in it to try to get a handle on what it can and can’t do, as well as what it should and should not be used for.   
 

But the accounting community is very technology savvy as a whole, and I have great confidence in our ability to best utilize the technology while ensuring security of client data. 

If a small or mid-sized accounting firm wants to regain control before the next busy season, what should leaders evaluate first: capacity planning, workflows, client mix, technology, team structure, or something else? Why?  

They have to set goals first and then build the systems and structure to accomplish the goals that were set.  Then evaluate your structure based on the goals you set.  If your structure isn’t designed to reach your goals, tweak it where you can make the most impact.  All of what you mentioned is critical, but different for each firm, so it’s nearly impossible to say “this then that”.  Firm management knows what the issues are.  They just have to dedicate the time to working on the firm for the long-term health of the firm.   

Regaining Control Starts With the Firm’s Goals 

There is no fixed sequence for improving firm growth. Leaders need to be clear on what they want to achieve, then evaluate where the current structure is getting in the way. The priority should be the changes that can create the greatest impact, not simply the issues that feel most urgent in the moment. 

That requires time away from day-to-day delivery. Firm leaders usually know where the friction is. The real work is stepping back, deciding what needs to change, and building a structure that supports the firm’s long-term direction. 

If your firm is rethinking how technology supports capacity, client service, and long-term growth, the infrastructure behind those tools matters too. Ace Cloud Hosting provides secure cloud hosting for accounting firms, giving teams secure remote access to the applications they rely on in a flexible environment that supports how the firm wants to work and grow.