After the acquisition of IntelliTax resulted in waits on support lines for its customers of its TaxWise and ATX tax preparation software during the 2009 tax season, CCH Small Firm Services added resources to ensure more prompt answers to support calls, according to Gene Goldenberg, VP of marketing for the CCH unit. That includes revamped telephone services and extra staff.

"Our goal is to have zero calls in queue," says Goldenberg. During the last tax season, he continues there were too many instances "where people were on hold for unacceptable amount of time." And while the IntelliTax purchased created part of the problem "we should not have made that a customer problem," he says. CCH added staff and telephone lines and also updated the telephone system so that calls would be correctly routed.

After CCH purchased IntelliTax from the former OrrTax, the tax preparation application was dropped.