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Evergrow Financials
ActiveClayton, MO - Maria Chen
Firm profile
- Contact
- Maria Chen - maria@evergrow.example
- Software stack
- DrakeTax, Drake Portals, Google Calendar
- Portal process
- Clients should use Drake Portals for all tax documents. Never ask clients to email or text documents.
- Languages supported
- English, Simplified Chinese
- Operating hours
- Mon-Fri, 9:00 AM-5:30 PM
- Escalation contact
- Maria Chen, EA - maria@evergrow.example
Approved front desk scope
Routine client status questions
Portal walkthroughs
Appointment scheduling
Bilingual English/Chinese support
Appointment rules
Schedule 30-minute intake calls for new clients. Existing clients may reschedule once without preparer approval.
Approved status phrases
ReceivedWaiting on clientIn reviewNeeds preparer reviewReady for appointmentCompleted - firm will contact client
Prohibited responses
- Your return will be done by X date unless the firm explicitly approves.
- You can deduct that.
- You will get a refund.
- You do not need to report that.
- Email/text your W-2 to us.
Firm-specific scripts
- Use Drake Portal instructions before asking a preparer.
- For tax advice, capture the question and escalate to Maria.
Weekly metrics
Simple pilot readout for this firm.
Calls logged3
Routine resolved2
Escalated1
Current open calls
1 open| Time | Caller | Category | Status | Next action |
|---|---|---|---|---|
| Feb 18, 9:10 AM | Linda Wu | Portal help | Resolved | Client will try upload and call back if portal fails. |
| Feb 18, 10:31 AM | Daniel Kim | Tax advice question | Escalated to preparer | Preparer to review and respond. |
| Feb 18, 1:02 PM | Mei Zhang | Bilingual assistance | Resolved | No firm action needed. |