Customer Feedback Focus for Reckon One
Reckon Staff
Hi Everyone! 👋
It’s been a busy few months going through customer feedback and hearing what’s important to you, and working on as many quality improvements as we can. We want to make sure Reckon One works for you, and the best way we can do that is through your feedback. To leave us feedback, you can vote on or add an idea on the Ideas Portal, join our research panel, and/or leave us feedback via surveys we email out or appear in Reckon One. We’re always listening for ways we can improve your experience.
Here’s what we’ve released over the past few months, which came from customer feedback:
All Reckon One plans:
💬 #1 Live Chat available in Reckon One
Problem encountered: We heard through our annual survey last year that you wanted more ways to reach us for support - particularly more digital methods so you don't need to pick up a phone.
How this was solved: We’ve now included live chat in Reckon One web - access it by the ‘Support’ page. Live chat is still also available in the Invoices and Payroll apps.
Plans available on: All Reckon One and Payroll plans
More detail: Release note on Community
🔐 #2 Ability to unmask your password when logging in to the Customer Portal
Problem encountered: It’s easy to mistype a password - and frustrating when you can’t see if you’re making a typo or not. Entering in a password incorrectly multiple times leads to a password reset.
How this was solved: Adding an ability to ‘show’ your password after entering, helps you view and correct any mistakes. You can then easily ‘hide’ the password when you are finished viewing it. This is now available when signing in via
Plans available on: All Reckon One and Payroll plans and those who use the Customer Portal to access GovConnect and Insights.
More detail: Release note on Community
💰 #3 Cheaper plan option
Problem encountered: We’ve heard you - the economic climate is tough, and your Reckon One subscription is yet another expense to manage.
How this was solved: We’ve introduced annual billing - which is cheaper than a monthly plan. Paying upfront nets you a saving - and you don’t need to think about the expense each month. Check out what you can save by looking at your plan options in the Customer Portal. P.S. if you are currently on a promo, switch after that ends.
Plans available on: All Reckon One customers can access annual plans
🧹 #4 Decluttering the Customer Portal Dashboard view
Problem encountered: For those of you with multiple books and GovConnect tiles, we’ve heard how messy your dashboard can be, making it hard to find the book you want to enter into for that session quickly.
How this was solved: We’ve consolidated your books and tiles onto one page (removing the ‘Shared with me’ tab), and added filtering options to help you sort quickly. Books shared with you are now easily identifiable with a new icon. And the best part - you can now hide unused ReckonOne & GovConnect tiles (which doesn’t delete them or remove functionality), and show them again any time you want.
Plans available on: All Reckon One plans and those who use the Customer Portal to access GovConnect
More detail: Release note on Community
Accounting Plans
🏦 #1 Open Banking
Problem encountered: We’ve heard that it can be a clunky, manual, and lengthy process to connect bank feeds.
How this was solved: We’ve enabled Open Banking as a selection when you start the process to connect a new bank feed. This method can have you up and running the same day!
Plans available on: Reckon One Accounting plans for Australia
More detail: How to set up a bank feed with Open Banking
📝 #2 Creating an invoice
Problems encountered: Creating an invoice was a slow process, particularly if you did them in bulk, or if you wanted to use your keyboard (we didn’t support keyboard shortcuts). You also couldn’t attach files to the invoice without first saving.
How this was solved: We’ve rolled out a whole new invoice creation experience, packed full of new functionality. Not only did we make this process more efficient for taking actions in bulk, we’ve also rolled out keyboard shortcuts - no need to use a mouse with this screen! When adding items, you can add multiple items in one go, copy the selected customer’s last invoice’s line items (great for repeat invoices), show/hide columns, reorder columns, add a description-only row in the item table; and easily add timesheet entries and employee expenses. You can group items, rename the group, and drag items between groups. You can also add multiple attachments, and add a purchase order number.
After creating the invoice, you can add/update notes to an approved invoice, link/unlink multiple credits to an invoice at once, and easily see all payments linked to an invoice. A new summary section at the top of the created invoice shows the sent status, payment status, and any active reminders. Check out this big new change if you create invoices - we're pretty excited about this one!
Plans available on: All Reckon One Accounting plans
More detail: Release note on Community
⏰ #3 Reminders for overdue and unpaid invoices
Problem encountered: Previously, any payments owed to you by your customers had to be manually chased up, by checking the status of each of your invoices and noting those that hadn’t been paid.
How we solved this: We’ve introduced automatic reminders for unpaid invoices - let Reckon One do the chasing for you! You set the criteria for the reminder email - if you want them sent before, on or after the due date, and which customers you want them to go to. You can set these rules up to apply to future invoices, or even set a rule for an individual invoice. A customer with 5+ unpaid invoices will receive a summary email statement (rather than clogging up their inbox with multiple emails), for those meeting your criteria. All the rules are decided by you!
Plans available on: All Reckon One Accounting plans
More detail: Release note on Community
🎨 #4 Adding a logo to an invoice
Problem encountered: Previously, you could only upload a logo for your invoices which was no more than 2MB in size. Reckon One also wasn't clear with error messaging, if an error did occur.
How this was solved: We’ve increased the size limit to 5MB, so you can add a bigger logo file for your invoices. We’ve also updated our error messaging with clearer language to help you resolve what you need to.
Plans available on: All Reckon One Accounting plans
More detail: Release note on Community
🧑🎨 #5 Invoice template customisations
Problem encountered: We’ve heard from many of you that you've been limited in being able to design an invoice template that best reflects your business needs. The key issues have included not having enough fields to add to the invoice, and not looking professional enough.
How this was solved: We’ve added a bunch more functionality into the invoice template builder - including three new modern templates with new design features (space for a header image, selecting from a new palette of colours, and new placement of your company logo), the ability to add custom fields (e.g. NDIS number, reference number, addresses), format and include terms and conditions, set default notes and payment instructions per invoice template, adjust the column widths that appear on the invoice, and the ability to duplicate a template and delete duplicate templates.
Plans available on: All Reckon One Accounting plans
More detail: Release note on Community
⏲ Stay Tuned - coming soon on the Accounting plan:
- Line level classifications - if you want to further categorise every line of a transaction, filter reports by a classification, and/or run a Profit & Loss by class, then look out for this update coming soon.
- Journals - we’ve made adding and editing entries in your journal a more user friendly experience - this will be released soon.
- Banking: Fast Coding - we’re optimising this experience to make it even faster and more efficient for you to code your bank transactions - this will be released very soon!
Payroll Plans (Australia)
🥳 #1 Pay templates
Problem encountered: Managing an employee’s pay set up information was centralised for each employee - meaning that if you needed to make bulk updates across employees for their rates, you had to visit each employee’s profile.
How this was solved: We’ve introduced pay templates in Payroll, allowing you to create a template in Settings and apply it to multiple employees at once. Whenever there is a rate update, you can update the pay template and it will then apply to the relevant employees. Simple, streamlined, and efficient.
Plans available on: Payroll Plus and Premium plans for Australia (they can also be applied when using the Payroll mobile app, on the Plus and Premium plans; after the template is created in the web version)
More detail: Release note on Community
🤩 #2 Unique names for pay runs
Problem encountered: In order to create a pay run, the name must be unique - which required typing in a name, spending that little bit more effort.
How this was solved: We’re now auto-allocating a name based on the pay run date - meaning there’s one less step to do when creating the pay run.
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
📊 #3 EOFY payroll finalisation
Problem encountered: We know that easily reviewing your data when finalising the year is really important - but the previous design really didn’t help you do that, with the screen cluttered with extra information.
How this was solved: We’ve now made reviewing your data the most important task of the screen, ensuring that the table holding the pay run data has the most amount of space to reduce horizontal scrolling as much as possible. You can also export your data to csv, and print to PDF. In addition, we know this once-a-year task can be daunting - and so you’ll find not only more help and information on the screen, but also a shiny new checklist which outlines the steps you need to take to finalise your payroll data.
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
💡 #4 Payroll classifications
Problem encountered: We’ve heard from some customers who are manually categorising and analysing payroll data for employees, so they can manage their payroll costs effectively. We know that manual work can be painful, so we looked for a way to help.
How this was solved: We’ve included the ability to add classifications (e.g. cost centres, location, departments) at the employee level, so you can manage and assign a classification to an employee’s earnings, leave and allowances in a pay run. You can track this on the 'Payroll Detail' report, helping you more effectively track costs; and a journal will be automatically created when a pay run is marked as paid.
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
👥 #5 Sharing the GovConnect tile
Problem encountered: When sharing a Reckon One book which has payroll, the associated GovConnect tile was not also shared. GovConnect is the connection gateway, enabling you to send Reckon One payrun data to the ATO. This resulted in customers being unable to submit a payrun until the tile was also shared.
How this was solved: When sharing a Reckon One book, the associated GovConnect tile is automatically shared now. This means one less step, and the ability to submit payruns (if the customer has the right permissions) straight away.
Plans available on: All Payroll plans for Australia
📈 #6 Adding more functionality to payroll reports
Problem encountered: We heard from customers who are having to manually calculate data from our reports to figure out totals, that some needed reports didn’t exist, as well as not being able to display and sort reports by employee first or last name.
How this was solved: We’ve added grand totals to the ‘Payroll Detail’ report, and ‘Super Contributions by Employee’ report. We’ve also added in a summary of hours per employee on the ‘Payroll Summary’ report. We’ve released two brand new reports - the ‘Leave taken’ report which gives you clear visibility of leave recorded for employees within a selected date range - and the ‘Payroll Earnings Summary’ report which provides a consolidated view of employee earnings over a selected date range. And finally, a highly requested feature was the ability to easily sort payroll reports based on employee first name, or by last name, which has now been added.
Plans available on: All Payroll plans for Australia
More detail on Community:
Payroll Detail & Super Contributions by Employee reports
Leave Taken report & Payroll Earnings Summary report
Payroll Summary report & sorting reports by name
0️⃣ #7 Saving zero-quantity value in pay run and not defaulting to 1
Problem encountered: When adding a pay item to a pay run, the quantity field accepts zero as a value; however on save, it automatically changes to 1.
How this was solved: We’ve allowed the quantity field for a pay item to accept default value of 0 instead of reverting to 1.
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
⏱️ #8 Enter decimal, or hours and minutes, to a pay item
Problem encountered: When adding a quantity to a pay run, you had to recalculate hours and minutes into decimals and then enter this format.
How this was solved: Quantity can now be entered as hours and minutes; or as decimals; which will then be automatically calculated for you.
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
↕️ #9: Sort by status, employees, or net pay in pay runs
Problem encountered: When wanting to view pay runs based on a particular status, by employee numbers or net pay - you had to manually scan the whole pay run list to find the pay run you needed.
How this was solved: We’ve enabled sorting on Pay Status, Employees or Net Pay, so you can sort pay runs by the information you want to see - both in ascending and descending order.
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
✍️ #10: Notes field in Employee view
Problem encountered: When employees had changes worth noting on their profile (e.g. bonuses and key payroll details) there was no place in Payroll to do so.
How this was solved: We’ve added a notes section in an employees view that allows free text to be added and saved against their profile.
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
💰#11: Generate ABA file from a pay run
Problem encountered: When making a banking payment via ABA file, you had to leave Payroll, navigate to banking and take a few more steps to generate the file.
How this was solved: We’ve added the ability to generate an ABA file directly from the pay run to simplify the process. Easy!
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
✅ #12: Quickly viewing the status of your pay run submissions
Problem encountered: To see if your STP pay run was successfully submitted to the ATO, you had to view the STP screen in the Payroll section. With this contained within the Payroll section, any submission errors or calls to action could be missed if not checked.
How this was solved: You’ll now see the status of your three most recent STP submissions and their status on the Reckon One dashboard. There’s no more digging into payroll screens - you can spot important information at a quick glance, and take action if needed. This information is still also on the STP screen in Payroll.
Plans available on: All Payroll plans for Australia
More detail: Release note on Community
⏲ Stay Tuned - coming soon on the Payroll plan:
- Have you ever struggled to easily edit or view pay items for an employee in a pay run? We’re currently working on the user experience for this feature, giving you the best chance to get this important information right.
Thank you for all the feedback! We hope the above features help you complete your tasks in Reckon One with more speed and ease. To see the full list of what we’ve released in Reckon One over this same period, you can find that here:
Cheers,
Kelly J.
Head of Research & Design
Comments
-
Yewww, this is such a fantastic summary, Kelly! It's awesome to see just how much of the work the Reckon tech team does is customer-directed 🤗
Content & Social Media Manager 😎 ✨ | Reckon
3 -
Nice to see all the upgrades that have been coming through to Reckon One lately.
Is voting on ideas in the ideas portal you've linked the main way you determine which features you work on first?
2 -
@Eric Murphy we enjoyed working on them all!
Voting in the Ideas Portal is a big way for us to determine what to prioritise - the more activity on an idea, the more we understand how important it is for our customers. We will also then also look at what's coming in through surveys, and through our Support channels; and find those recurring themes for us to then research further (i.e. talk with customers to understand the problem better). As the Ideas Portal is always accessible (you don't need to wait for a survey or research activity), it's the best way to get something on our radar when it's encountered!
2
