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From Three Servers to One Platform: How Mayfair Tax Runs a Nationwide Resolution Practice
About the Company
Mayfair Tax, Inc. is an administrative tax representation firm that works to resolve all kinds of tax matters with the IRS. Its Enrolled Agents and administrative staff handle resolution matters for individuals and businesses, from small individual balances to complex, high-dollar cases. Chief Operating Officer Jennifer Cable has been with the company for 24 years. She runs operations, carries her own active client caseload, and oversees all cases that her team of 13 users manages within IRS Solutions®.
Member Since
2023
“I'll just brag on Suzanne and David again, and their entire staff. They have been so helpful. In fact, one day early on I was talking about IRS Solutions to the president of the company and he said, if you love Solutions so much, why don't you marry it? So that's how much we love it here, and he loves it just as much as I do.”
– Jennifer Cable, COO
Mayfair Tax
The Challenge
Chief Operating Officer Jennifer Cable says that, back in 2023, Mayfair Tax was “trying to do modern work with Stone Age technology.” Notes and documents were managed as Word files and PDFs, stacked on drives that ran out of space. Client files were housed on local servers across three separate offices. “Somebody would accidentally delete a file, or somebody would accidentally move a client record, and then we couldn’t find it,” says Jennifer. “It would sometimes take days to locate those files, put them back where they go.”
Management would log in through VPN connections to each office that were routinely slow, uncooperative, or down entirely. IT staff had to constantly monitor the servers to keep them running.
When Mayfair Tax’s Enrolled Agents needed IRS transcripts, they either queued in the individual’s secure mailbox or dialed the IRS practitioner hotline (PPS) and waited on hold, often for hours. The IRS often returned incomplete transcript sets for larger clients. Whole periods would be skipped, forcing her team to call the IRS again.
The firm’s growth was constrained by infrastructure built for a smaller, slower era of its work.
The Solution
Jennifer knew that the answer would be found in modern tax resolution software. She led the search for a technology partner in collaboration with a colleague. Together, they evaluated three platforms. In one demo, when Jennifer directly asked for the name of the CEO and the people who owned the company, the reps declined to answer. “That was kind of a turnoff for me,” Jennifer says. “I like to know who we’re working with.”
Then Jennifer and her teammate met with Suzanne Stone, co-founder and president of IRS Solutions. The features made the case quickly: transcripts pulled in fast and dropped straight into the client file, with quick reports on transcripts, accounts, and penalties available for whatever a case needed. The owners had done resolution work themselves, Jennifer says, so they understood which features would actually help. Talking with Suzanne directly, it felt like the right fit.
“IRS Solutions, hands down, had the best offerings for us. One big thing was the transparency. We knew immediately who we were working with, who the owners of the company were, what they had done in the past. I like to know who we’re working with, especially when it comes to really sensitive IRS matters like this for our clients. That’s something we’ve always really been concerned with. Making sure our clients’ information stays private. And making sure we know where our client information is stored and having confidence that it’s okay and it’s safe, and our clients’ files are not at risk.” — Jennifer Cable, COO, Mayfair Tax
During rollout, the biggest resistance came from moving large client files, and everything in them, into the new system. Some longtime staff were also resistant to change, particularly those less comfortable with technology. “But once we started showing them the benefits, what you can do in this software, and how it makes your life easier,” Jennifer says, “they got on board.”
The Results
Three years post-implementation, Mayfair Tax runs its entire tax representation practice inside IRS Solutions with 13 users, across multiple locations, in one system.
Faster Onboarding, Cleaner Document Flow, Improved Efficiency
Administrative staff set up new clients in the system and those clients then use the software’s self-onboarding feature to complete their own intake independently. The change is increasing accuracy. In the past, new client information would pass through multiple people before reaching a file, and each handoff was a point where data could degrade. Today, clients enter their own addresses, dates, and contact details. Onboarding speed has increased and the risks created by that chain of data custody have been eliminated. “Information isn’t changing hands through so many people. The client just puts in their stuff,” Jennifer says. “It’s been easier to rely on, and our clients get it done very quickly.”
From there, Enrolled Agents own strategy and IRS communication for each case. Physical mail and the occasional fax get scanned into the right file by the admin team, so nothing lives outside the platform. Documents move to and from clients through the client portal instead of the mail-and-fax loop. The process is faster for Mayfair Tax and less stressful for taxpayers.
The Form Library handles several state POA burdens. Preparing a Form 433-A or an Offer in Compromise used to mean hand-entering data and analyzing it manually. Now that work runs through IRS Solutions in a fraction of the time.
Straightforward Case Coordination
In a firm with 13 users and a client roster across multiple states, keeping everyone oriented to the right case requires a system. IRS Solutions’ tag structure delivers what Mayfair Tax needs.
Each Enrolled Agent has a tag. When a case changes hands, the outgoing EA removes their tag and the incoming EA adds theirs. The file is reassigned and everyone can see it immediately. Jennifer uses a separate set of custom tags to track client type, so every team member is oriented before picking up the phone. In a firm where multiple people may touch a client’s file, that instant context is the difference between sounding informed and sounding uncertain.
Full Visibility into Every Case, Without Micromanaging
Case coordination also happens within the system. When a newer Enrolled Agent is working on a case that needs Jennifer’s input, she reads the file, leaves her analysis in the notes, and sends the agent a message: “Go read my notes on this, and then let’s talk.” Because the client dashboard shows filed years, unfiled returns, balances due, and substitute-for-return activity in a single view, team members can orient to any case in the time it takes to open the file.
As COO, Jennifer carries oversight responsibility for all Enrolled Agents’ caseloads. Weekly transcript alerts and CAF monitor alerts together with monthly Collection Statute Expiration Date reports give her a complete picture of every case.
Every week, Jennifer reviews the full alert list after transcript monitoring runs. She doesn’t just look at her own clients. She scans several files across the firm. If she spots an alert on a case approaching a critical point, she opens it. Sometimes the alert is routine. Sometimes it is something more urgent. “I can explain, here’s what’s happening, I saw this in the alerts, and here’s what we need to think about next for the client,” Jennifer says. That’s especially useful, she adds, when it’s one of the newer hires on the case.
She also runs a report that shows which clients have transcript monitoring set up on their accounts. Any client not on the list is a gap. Jennifer identifies it, names the agent responsible, and directs them to add monitoring. The firm’s coverage stays complete without auditing individual caseloads by hand.
Transcript Monitoring That Pays for Itself
Before IRS Solutions, calculating collection statute expiration dates meant calling the IRS, which didn’t always supply the date when asked, or working through the transcript math by hand. Either way, expirations could go undetected for long stretches of time.
“We wouldn’t catch that balances had actually expired until months down the road, or maybe sometimes even a year or two later.”
Now Jennifer pulls the CSED report monthly, firm-wide, across caseloads for all Enrolled Agents. When an expiration date is approaching for a colleague’s client, she flags it and makes sure it’s on their radar. When a balance falls off, the client often finds out about it on the same day.
One recent week, Jennifer pulled the report and saw that an $80,000 balance had dropped off a client’s account. She sent him an email with the news. Under the old way of working, that expiration might have gone unnoticed for months or more.
Jennifer’s catch was made possible by IRS Advance Notice™ (IAN) with its transcript monitoring included with every IRS Solutions membership. IAN also turns a levy notice into a client trust moment. Jennifer calls the client the same day the notice hits the transcript: “I just saw on your IRS transcripts that they issued a final notice of intent to levy. You don’t have it yet, it’s coming in the mail, and here’s what I’m going to do about it.” The client gets the news before the envelope arrives.
“It lets them know that we’ve got access to things a little earlier even than they do as the taxpayer… It helps the client put even more trust in us.”— Jennifer Cable, COO, Mayfair Tax
Mayfair Tax has built a recurring service line on top of that same monitoring. For clients on installment agreements, Enrolled Agents use IAN to verify that payments are applying correctly and watch for any new IRS activity. For clients whose cases are fully resolved, the firm offers a lower-tier monitoring arrangement where clients pay a reduced fee for the confidence of having a professional watching the account. If something new appears, her team calls. If the client needs full representation again, the firm is already in the file, already informed.
Hiring Anywhere in the Country
Before IRS Solutions, adding a team member at an offsite location would have meant provisioning VPN access to three separate office servers, walking new hires through login sequences, and hoping the connections held — something the firm hadn’t done before. Now, for the first time, Mayfair Tax has hired Enrolled Agents outside its local area. They log in from home, and as long as their home internet is reliable, it’s been seamless.
Data security, once a source of concern about servers sitting in three offices, is no longer something Jennifer worries about. “I feel 100% secure about where IRS Solutions stores our data,” she says.
“IRS Solutions has made it easier for us to be able to hire someone, no matter their location in the United States.” — Jennifer Cable, COO, Mayfair Tax
Continuous Team Improvement
Mayfair Tax, a firm that once ran on IT overhead, phone queues, and manual transcript math now handles more work with fewer people. The time that once went to waiting on hold or chasing missing files goes directly to clients.
Jennifer keeps a running total of firm wins, including collection statutes expired, Offers in Compromise accepted, and penalties abated, and sends a monthly report to her team. IRS Solutions makes that list more accurate. Cases that once might have slipped through untracked now surface in reports that Jennifer can pull in minutes. “It’s really a staff momentum builder and morale booster,” she says.
Continuing education (CPE) classes are included with every IRS Solutions membership, and Mayfair Tax’s newer Enrolled Agents have found them especially helpful for learning different topics in representation. The whole team stays current on software changes by attending the monthly software webinars.
Ask Jennifer what she’d tell a peer at a similarly sized firm, and she doesn’t hedge. “Absolutely, hands down, you need to use this. It makes your workday so much easier to get through,” she says. “We’re not going anywhere for a long time.”