Last year was an eventful one, with significant changes, especially at my workplace. I understand that times are changing, and technology is evolving every day, with new breakthroughs happening continuously. AI is taking over, and automation is being implemented in all aspects of life. There is no denying this—it is just a matter of time before new advancements emerge.

Understanding history helps put things into perspective. Historically, civilizations that adopted new technologies first dominated others. They conquered using prevailing technology until someone else developed a superior one, displacing the former rulers and continuing the cycle. From the Bronze Age, where stronger materials were developed, to the invention of gunpowder, advancements in education, warfare, and breeding techniques have all shaped human progress. Today, breakthroughs are occurring primarily in two areas: technology and bioengineering. While fundamental laws of physics remain constant, technology evolves exponentially, leading to profound changes.

Modernizing My Practice

Recognizing these changes, I made several major upgrades to my practice.

1. Revamping the Website

The first major change was overhauling my website. Previously, I used WordPress templates, which required various plugins that often slowed down performance. I decided to build a new website from scratch—no templates, no plugins—everything hardcoded for maximum efficiency. After launching the new site, I focused on organic growth through backlinks and registrations on various platforms.

2. Developing a Custom CRM

For nearly a decade, we used Podio as our CRM. While it served us well and was customized to our needs, it had limitations that required third-party integrations. Over time, Podio’s pricing became unreasonable, exceeding $10,000 per year, which was not justifiable given the product's limitations.

This led us to develop our own CRM from scratch—no templates, fully customized, with every field and relationship tailored to our specific needs. It took over a year to complete, but we’ve now been using it for almost a year. Our CRM eliminated the need for external tools, Excel sheets, and third-party software. It includes built-in calendar management, task tracking, accounting features, productivity monitoring, and even SMS logging and transcription. Unlike subscription-based CRMs, we control our costs entirely—whether we have 50 or 500 users, there are no additional fees. The CRM is hosted on AWS, and we can scale it as needed.

3. Upgrading the Accounting System

We handle bookkeeping for numerous clients, and for years, we relied on QuickBooks. However, QuickBooks moved towards an online-only subscription model, significantly increasing costs. The expense of maintaining subscriptions for all our clients was unsustainable.

I explored open-source alternatives, including OpenERP and Odoo, but they lacked necessary features. I also tried Zoho CRM, but its complexity and pricing made it a disaster. After much trial and error, I settled on Xero. Unlike other platforms that spread resources thin across multiple modules, Xero focuses solely on accounting. It offers a robust product at a reasonable cost without excessive price hikes. Migrating hundreds of clients from QuickBooks to Xero was a massive undertaking, but I am very satisfied with the transition.

4. Switching the Phone System

Previously, I had used Amazon Connect but had to switch to another provider because Podio was incompatible. Since I no longer use Podio, I returned to Amazon Connect, a full-service call center solution. It works perfectly, and I don’t foresee changing it.

5. Moving from Google to Microsoft 365

We migrated all our emails, calendars, and messaging systems from Gmail to Microsoft 365. Google became increasingly expensive while offering subpar support. The difference between Microsoft and Google is night and day. With Microsoft, our data is private, and the ecosystem is far superior. We now use Teams for communication, OneDrive for storage, and SharePoint for company files. This transition was a game-changer, and I cannot imagine going back to Google.

6. Implementing a Secure Password Manager

Previously, employees shared some passwords, which was a security risk. After a major data breach at LastPass, we eliminated it and switched to Passbolt, an open-source password manager hosted on AWS. This gives us full control and eliminates external vulnerabilities. We also implemented two-factor authentication across all systems.

7. Enhancing Payment Processing

We switched from PaySimple to a new ACH processing system and are experimenting with Chase’s ACH services. This change streamlined payment collections and improved efficiency.

Final Thoughts

These changes have significantly improved our workflow, security, and efficiency. While some upgrades were time-consuming, the benefits far outweigh the effort. I don’t anticipate making further changes soon, as our systems are now optimized to meet our needs. However, I will remain open to adopting better technologies as they emerge.

To stay competitive, businesses must evolve with technology. The key is to implement meaningful improvements without constantly jumping between platforms. Now that my systems are in place, I look forward to reaping the benefits and seeing what the future holds.

Good luck to everyone navigating their own technological transformations!