June marked the end of the business season – and July brings a fresh start. This is the perfect moment to pause, reflect, and ask: What makes Grant Thornton Baltic special? What are the qualities that clients recognize and appreciate in us? And what keeps our people here, year after year?
Feedback from clients is an invaluable tool in delivering any service. At Grant Thornton Baltic, delivering an excellent client experience is at the heart of everything we do. Supporting our accounting and payroll teams is Terje Liiv, who joined the company in 2015 and became a partner in October 2024. “The client should receive an excellent experience from the very first interaction,” says Terje, who is focused on finding the best technological solutions and ensuring that no client question goes unanswered.
Our strengths – and where we can improve
We take all client feedback seriously. It helps us understand what works well and where we can grow. Many clients value our professionalism and solution-oriented mindset. A frequently repeated compliment is our teams’ quick response time and flexibility. For example:
“Very quick and professional, everything went smoothly.”
“Some topics may be complex, but your team always finds a solution.”
Clients also appreciate the simplicity and efficiency of our digital tools. Our accounting platform, Acclouding, receives special praise. In particular, clients value how our questions are clearly numbered and structured, making it easy to respond point by point and ensuring a smooth and transparent data collection process.
In addition to positive comments, we also receive constructive feedback – which gives us valuable opportunities to improve. For instance, some clients point out the need for better project deadline planning and greater transparency in communication processes. These keywords – time management, communication, and attention to detail – are essential guiding lights for us moving forward.
Customer experience: now and in the future
Enhancing the client experience is a daily priority at Grant Thornton Baltic. We analyze every piece of feedback in depth to identify what we can do better. New solutions and improvements aim to ensure that clients enjoy a smooth, efficient, and pleasant experience – both now and in the future.
In 2024, we significantly expanded our service portfolio to better meet evolving client needs. New additions include:
- Information security services
- ESG services
- A whistleblowing channel for reporting misconduct
The power of international reach
One of Grant Thornton Baltic’s key strengths is our international capability. We serve clients across all three Baltic countries – Estonia, Latvia, and Lithuania – and work closely with our Nordic neighbors and other firms in the Grant Thornton global network. This means that our clients’ locations are never a barrier.
Our teams have solid experience with international projects, enabling seamless collaboration with professionals from diverse cultural and work backgrounds. These projects allow us to:
- Broaden our perspectives
- Learn from different industries
- Grow our people’s skills through international teamwork
Our specialists are highly adaptable and integrate effectively into various teams, providing professional and reliable support. International collaboration is not just a strength – it’s a part of our identity and one of the reasons clients place their trust in us.
Employees as internal clients
The importance of client experience isn’t limited to external clients. We believe our employees are internal clients whose satisfaction and well-being are the foundation of our success. That’s why we invest in:
- A warm and supportive work culture
- Work-life balance
- Health and wellness initiatives
- Celebrating meaningful moments together
In 2020, we joined the Diversity Charter to show our commitment to valuing people’s knowledge, skills, and initiative – regardless of gender, age, or background.
In 2024, the mental health organization Peaasjad awarded us a bronze-level label for valuing mental well-being. We’ve also received the Remote Work Mark, recognizing our support for flexible work arrangements.
We also value our former colleagues. Regular get-togethers help us maintain lasting connections and friendships.
Shaping a better tomorrow – together with clients
Our goal is not only to meet today’s client expectations but to be a reliable partner for the future. We believe that successful collaboration requires constant innovation, proactive solutions, and support for the client’s vision.
Every step we take is aimed at building a strong foundation for long-term growth and success.
Together, we shape a better tomorrow!
