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With 30 employees spread across multiple time zones, including an audit team in Jordan, MillerMusmar CPAs needed a system that could unify their firm without slowing them down.
A proud member of BDO, the firm had outgrown its patchwork of tools, including Practice CS for project management, SafeSend for e-signatures, and a custom-built internal platform to handle admin work.
Despite the high stakes, they chose to implement Canopy during tax season—and went live, firmwide, on January 1.
“A little bit brave, a little bit dangerous—but we did it.” – Heidi Gouger, COO
The result: fewer errors, smoother collaboration, and a central hub that supports both staff and clients without the chaos.
Onboarding with Intention, Right in the Middle of Tax Season
With tax season looming, the MillerMusmar CPAs team completed their data cutover the week of Thanksgiving, and went live firmwide with Canopy on January 1.
But the transition wasn’t just about switching tools; it was a chance to adapt and fine-tune the internal processes that had made them successful, as well as revisiting and eliminating the processes that were holding them back.
The Canopy implementation team helped them migrate their existing data and translate current processes into Canopy.
Between MillerMusmar CPAs’s customized workflows, Canopy’s templates, and responsive support team they were able to build a more efficient, connected firm.
And as their needs evolve, they’ve found Canopy to be an agile, collaborative partner, already rolling out updates based on their feedback.
For MillerMusmar CPAs, onboarding during tax season wasn’t a setback; it was the start of a firmwide operational upgrade.
Time Tracking That Actually Gets Used
At MillerMusmar CPAs, time tracking isn’t optional; it’s an essential part of how they run their firm.
Every team member logs time against the client, service, task, and even subtask, giving the firm a detailed view of where hours are being spent. Canopy made that process easier to manage and easier to enforce.
With time tracking built directly into daily workflows, the team is more consistent, and leadership gets the data they need to understand productivity, billing, and where things may be getting bogged down. Whether it’s hourly billing or fixed-fee work with add-ons, the firm uses time data to drive smarter decisions and more accurate invoicing.
More Efficient and Fewer Things “Falling Through the Cracks”
Before Canopy, disconnected systems and scattered communication made it easy for tasks to get missed, especially during busy season.
With Canopy, the firm centralized its workflows and client communication, dramatically reducing error rates. Every task, comment, and email is now tied directly to the client record, so nothing gets lost or overlooked.
“It’s made a huge, huge difference for us—efficiencies, absolutely, but also error rate. We used to say ‘it fell through the cracks’ way more than we wanted. We went from managing projects and communication in email to managing everything in Canopy.” – Heidi Gouger, COO
Even if someone wasn’t tagged in a comment, they could still see the conversation if they were involved with the client. That shared visibility has eliminated guesswork and last-minute scrambles—saving the team time, stress, and rework.
Improved Communication, From Clients to Coworkers
For MillerMusmar CPAs, effective communication, especially with clients, used to be a major pain point. Conversations were scattered across email threads, Teams messages, and different software tools, often leaving team members out of the loop.
With Canopy, the firm centralized all client interactions directly within the client record, creating a single source of truth.
Canopy’s client email integration, internal comments, and in-app messaging allow anyone on the team to jump into a conversation with full context, no inbox-digging required. The email summary feature has also been a game-changer, giving staff quick overviews without needing to read long threads. And when clients reach out, communication is rooted in their record, so nothing slips through the cracks. The result? Faster response times, fewer miscommunications, and a significantly better client experience.
“Communication used to get lost in emails. With Canopy, everything—projects, comments, client conversations—is in one place. It’s a game-changer. Even if someone isn’t tagged, they can still see updates tied to the client, so nothing gets missed.”
– Heidi Gouger, COO
Visibility
Before adopting Canopy, MillerMusmar CPAs struggled with siloed communication, disconnected tools, and limited visibility across departments. And those challenges became even more pronounced with a remote and hybrid team.
Since implementing Canopy, the firm has transformed how it manages work and collaborates.
“Everything that has to do with a client, whether it involves five employees or two, we’re all going to the same place and seeing the same thing.”
-Heidi Gouger, COO
Visibility into project status, cross-departmental workflows, and team task progress has improved accountability and efficiency—especially during tax season. With clear audit trails and shared context, employees can step in seamlessly when others are out, and managers can proactively spot bottlenecks without digging through inboxes.
Built for What’s Next
For MillerMusmar CPAs, Canopy isn’t just a tool; it’s a long-term partner in building a more efficient, collaborative firm.
As their workflows evolve, so does their use of the platform, from onboarding new employees to tracking performance and managing complex client work. With visibility, accountability, and communication all centralized, the firm has a clear foundation to scale what works and fix what doesn’t.
“Canopy has really become our source of truth. If it’s not in Canopy, it’s not happening.”
– Heidi Gouger, COO
