The consumer tax services business faces challenges like no other industry. Every year, the business needs to be equipped, staffed, and fully operational for 4 months out of the year and virtually dark for the remaining 8 months. For H&R Block, with over 13,000 offices and over 100,000 seasonal employees, every tax season represents a virtual “mini-Y2K” of IT activity. During tax season, there is a very limited window to capture the mindshare of the customer.
Even with 13,000 locations, it is impossible for H&R Block to ensure that there is capacity in the right place and at the right time. “If our tax customers come through that door, and they can’t do their taxes right then and there, they’ll walk across the street to any of our competitors,” said H&R Block senior architect, Christopher Ginn. Click here to read more…
