“It was very customary to have 20 or 30 people waiting in line before we opened, trying to get in the door. The appointment scheduling really helped.”
– Desmond Leong, Director and CPA at Metro-St. Louis Community Tax Coalition
Preparing thousands of returns each tax season is standard for the Metro-St. Louis Community Tax Coalition (MCTC). This line-out-the-door demand has made efficient appointment scheduling for tax professionals crucial during the busiest time of the year.
An essential community resource, MCTC is a Volunteer Income Tax Assistance Program (VITA) that offers free tax preparation services and education to improve the economic well-being of low and moderate-income households. MCTC coordinates about 250 volunteers across 25 locations in Metro-St. Louis, Northwest Missouri, St. Clair County, Illinois, and Camden, New Jersey. Together with a partner program, they complete around 10,000 returns each filing season.
Strength in Numbers
Their continued impact adds up. Since 2004, the organization has prepared over 90,000 tax returns and returned over $135 million to the community through tax credits such as earned income, child tax education, rebates, and state property tax credits.
About 20% of MCTC’s volunteers are active or retired professionals from the Internal Revenue Service (IRS). This includes the program’s directors, Desmond Leong and Ronald Webster. Leong served for 38 years in the IRS Examination and Information Technology Divisions, and Webster served as an International Tax Manager. Over the years leading MCTC efforts, they have seen the organization evolve—both in size and scheduling efficiency.
Tax Season Challenge: A Daily Race Against the Clock
Before using DaySmart Appointments, MCTC locations relied on walk-ins and manual scheduling. Lines of “20 or 30 people” at the door on winter mornings added stressors to the team’s daily schedule.
By relying on manual methods, they faced a triple threat of common scheduling challenges for tax professionals:
- Efficiently assigning preparers to clientsbased on the volume of appointments and the complexity of returns.
- Staying organized and ensuring clients arrive preparedwith the required documentation and materials.
- Reducing wait timesand managing appointment time slots during peak season.
The Turning Point: Streamlined Scheduling, Significant Returns
The pandemic prompted Desmond and team to amp up efficiency, and appointment scheduling software was the solution. The MCTC team quickly found that they enjoyed having greater control over time slots, reminders, and client interactions.
“The director of the Taxpayer Opportunity Network scheduled presentations with DaySmart Appointments and a few other software solutions,” Leong explains, “I looked at DaySmart Appointments, liked it, and never looked back.”
MCTC has since implemented DaySmart Appointments across 12 active locations. Clients now book directly through the organization’s website or have the option to call and schedule via a monitored Google Voice line.
Features that Make a Difference
“The appointment systemtook us to another level.”
– Ronald Webster, Co-Director and CPA at MCTC
Automated Email & Text Reminders
Automated reminders reduce no-shows and keep clients on track to have a successful appointment. Customizable messages have made a key difference in preparing each client, with about 85% of clients showing up—on schedule, with all items needed.
“I added a link to the appointment reminder email that allowed for the client to complete their intake sheets at home. So, when they walk in, it’s already completed, which makes the interview process a lot quicker,” said Leong.
Adaptable to Each Site
The ability to access reporting, adjust processes for each site, and adapt has made DaySmart Appointments a helpful resource at individual locations.
To get ahead of daily appointments, a site manager can use historical data to determine the expected number of no-shows at their site. The team can then accept walk-ins to close any scheduling gaps. This also gives the team time back to focus on other factors.
“The other variable we have to consider is the number of volunteers who come in to work. Sometimes we operate flying by the seat of our pants, but each site manager knows their sites and can determine what needs to be done, so it’s not a one-size-fits-all,” said Leong.
Configurable Time Slots
The team can also configure time slots based on preparer availability, which has helped them stay ahead of demand. While most sites set 30-minute slots, others may configure 15-minute time slots while having extra preparers available for walk-ins, appointment overflow, or other contingencies.
Client History Tracking
While it keeps clients on track, the solution has also helped staff gain insight into their clients. With features to search client names and view service history for the past five to six years, the team can understand how many times clients have used MCTC services and what locations they have visited. This background sets the volunteer tax professionals on track to provide the best experience possible.
Looking Ahead to Next Year
As MCTC prepares for another busy season, their success story is a reminder that the right tools can make a meaningful difference. By modernizing scheduling, MCTC has not only improved efficiency and made it possible for more families to access vital financial support with less stress and more confidence. With DaySmart Appointments, they’re ready to keep delivering impact, one return at a time.