Practice - Welcome to your CCH journey!

Now that you’ve signed up to join Wolters Kluwer Tax and Accounting UK, your onboarding journey begins. 

This guide provides a clear overview of the onboarding process for our CCH Solution, tailored specifically for new customers transitioning from other accounting software. Please note, your onboarding experience may vary depending on the specific CCH products you select and the nature of your data migration. This example journey is intended to help you understand what to expect and ensure a smooth transition to our platform. 

Key Milestones of your onboarding journey 

Project Launch

• This marks the official commencement of your project, bringing together all key stakeholders to establish a shared understanding of the project’s scope, individual roles, timeline, responsibilities, and the immediate next steps. It sets the foundation for a collaborative and focused journey. 

Go Live

• Go Live is the official day your CCH Solution becomes operational for your organisation to use, following installation, configuration and data migration, your business will start using CCH for its day-to-day operations. 

Hypercare

• Immediately after Go Live, you’ll enter the Hypercare phase, a dedicated, short-term support period led by your Professional Services project team. The objective here is to ensure your system is functioning optimally and configured to your requirements, providing you with timely assistance during the early days of live operation. 

Project Close & Handover

•  Once the Hypercare period concludes and you’ve completed your product training, the project will formally close. You’ll then be introduced to our Support team and reconnected with your Account Manager, ensuring you have ongoing support and guidance for the future. 
  

INITITATION

To start your onboarding journey, your Account Manager will transition your details to our Order Processing team, who will: 

• set up your organisation’s account and send you an email containing your Practice code and Registration number – please ensure you keep this email safe for future reference 

• register your nominated Wolters Kluwer Account Administrator on our Support Portal. 

Your Account Administrator then receives an email invitation to complete their registration. This is a crucial step, as once activated, your administrator is responsible for inviting colleagues within your organisation to join the Support Portal and Wolters Kluwer Academy. More information on the Account Administrator role can be found here. 

Once your order has been processed, our Professional Services team will take over your onboarding journey, and you will receive a welcome email detailing the next steps. A dedicated Project Manager will oversee your onboarding. You should appoint a project lead within your organisation to liaise with our Project Manager and drive timely completion of key tasks. (Further details on roles and responsibilities are available here.) 

The Project Manager will arrange a launch meeting, following a handover from your Account Manager and creation of a tailored project scope. This one-hour call should include your project lead and all key decision makers. 

After the launch, your Project Manager will finalise the onboarding schedule, assigning appropriate consultants to the project based on your selected products. A follow-up call will walk you through the schedule and milestones, which will then be shared for your review and approval. Once confirmed, your terms and conditions take effect. 

With the schedule agreed, your Project Manager will outline the data migration process and share essential tasks to complete before implementation begins. This includes:

• providing you with a technical form which needs to be completed ahead of your installation by your IT department

• providing you with a link for you to upload a copy of your current database

• arranging a data review meeting, ahead of which you need to decide who will be responsible for carrying out the required data cleansing task within your organisation, they, as well as any key decision makers should attend the data review meeting

• your project manager scheduling an adequate amount of time for you to carry out the cleansing requirements.

While you carry out the cleansing of your data, we will move to the implementation stage of the project.

IMPLEMENTATION

The implementation stage will begin with the installation of the CCH Central, and your technical consultant will contact your IT to arrange server access and install the products. 
On completion of the install, you will be provided with clear documentation of the installation.

At this point, end users will not be provided access to CCH Central, this will be done after it has been set up and data migrated.  

Once CCH has been installed you will begin working with your Product Consultants to get it set up and configured to suit your businesses need, whilst the sessions will depend on which products you have purchased, here is an example on how we will configure our core products 

•      Set up and configure - Practice Administration - CCH Central, CCH Practice Management (Time & Fees), CCH Document Management 

•      Set up and configure Practice Administration – CCH Workflow Catalogue ** 

•      Set up and configure Compliance – CCH Accounts Production and CCH iXBRL Review and Tag  

•      Set up and configure - Compliance – CCH Corporation and CCH Personal Tax 

If you are taking CCH Trust Accounts, CCH Audit Automation, Tax Return bundle, or any other CCH products, your project manager will ensure the set up and configuration is also scheduled alongside these products to enable them usable on Go Live. 

** IF you have decided to use bespoke workflows, once your needs have been scoped and quoted for you can decide if you would like these configured during your onboarding project, or once you have gone live with your software. 

The enablement stage will begin to overlap with the implementation stage to ensure you have the required skills you need to use the software ahead of the Go Live. 

Whilst the configuration sessions are happening with consultants, it is expected you will continue to cleanse your data sheets as advised in your data review meeting. Your project manager will periodically check in with you to ensure they are ready by the agreed date. 

When this arrives, if you are migrating WIP and Debt, you need to ensure your organisation is aware of the deadline, so they can finalise timesheets and billing requirements. 

Your Project Manager will provide you with a link to upload your cleansed data sheets, which need to be done on the agreed date. 

If you are migrating WIP and Debt data, these reports will need to be provided alongside the cleansed data sheets. 

The data sheets you provide will be the data migrated into your new CCH solution; this means it is vital you review the data within the sheets. Any issues after the migration have taken place may require additional consultancy to rectify. 

Once your data has been received the Data Consultant will migrate it into your installed and configured CCH Solution ready for Go Live. 

ENABLEMENT

To ensure a smooth onboarding, the Enablement stage will overlap with the Implementation stage. This approach guarantees that, by Go Live, both your CCH solution and migrated data are ready, and your team has the knowledge to start using the software confidently. Our training approach combines engaging live sessions with hands-on experience via our cloud training environment, ensuring you gain practical skills alongside theoretical understanding. 

Access our full training course agendas here.

Your Project Manager will schedule instructor-led training sessions. All new customers begin with Central Essentials training, followed by product-specific sessions based on your purchases. Some training may take place after Go Live; your project manager will confirm the schedule during the initiation phase. 

Go Live & Hypercare

What to expect   

When Go Live day arrives, your non-compliance consultant will be right there with you, ensuring your first steps into the system are smooth and confident.  

Whilst they will be there to support you, it is your responsibility to review the system and ensure it has been set up and configured as expected. 

For the next two weeks you will be in your Hypercare period. During this time any issues you experience within the software should be communicated to your Project Manager, who will escalate the issue to relevant consultants, who will have time scheduled to resolve any issues.

After the two-week Hypercare period (this may be extended if not all issues are resolved) you will have sign off meetings with your consultants, this will be confirming you are happy with your system and are ready to begin the project closure process. 

Project Close meeting – This meeting will be scheduled in by your Project Manager after both sign off meetings, and on completion of all mandatory training. The purpose of this meeting is to confirm you are happy with how your onboarding project went, and that you are confident in using your CCH Solution. 

They will ensure that you feel fully confident navigating the Support Portal and utilising all its functions, including raising Support Cases. On completion of this call, your Project Manager confirms the successful completion of your onboarding project and transitions you to our Support Team, and to your Account Manager. 

 

 

ENABLEMENT

To ensure a smooth onboarding, the Enablement stage will overlap with the Implementation stage. This approach guarantees that, by Go Live, both your CCH solution and migrated data are ready, and your team has the knowledge to start using the software confidently. 

Our training approach combines engaging live sessions with hands-on experience via our cloud training environment, ensuring you gain practical skills alongside theoretical understanding. 

Access our full training course agendas here.

Your Project Manager will schedule instructor-led training sessions. All new customers begin with Central Essentials training, followed by product-specific sessions based on your purchases. 

Some training may take place after Go Live; your project manager will confirm the schedule during the initiation phase. 

Go Live & Hypercare

What to expect   

When Go Live day arrives, your non-compliance consultant will be right there with you, ensuring your first steps into the system are smooth and confident.  

Whilst they will be there to support you, it is your responsibility to review the system and ensure it has been set up and configured as expected. 

For the next two weeks you will be in your Hypercare period. During this time any issues you experience within the software should be communicated to your Project Manager, who will escalate the issue to relevant consultants, who will have time scheduled to resolve any issues. 

After the two-week Hypercare period (this may be extended if not all issues are resolved) you will have sign off meetings with your consultants, this will be confirming you are happy with your system and are ready to begin the project closure process. 

Project Close meeting – This meeting will be scheduled in by your Project Manager after both sign off meetings, and on completion of all mandatory training. 

The purpose of this meeting is to confirm you are happy with how your onboarding project went, and that you are confident in using your CCH Solution. 

They will ensure that you feel fully confident navigating the Support Portal and utilising all its functions, including raising Support Cases. 

On completion of this call, your Project Manager confirms the successful completion of your onboarding project and transitions you to our Support Team, and to your Account Manager.