How OnPoint Uncovered Hidden Revenue, Lost Opportunities & Inconsistent Service With Vinyl

OnPoint Accounting Group | Multi-brand accounting & advisory firm

Before Vinyl, OnPoint's Managing Director, Johann Goree, was the only person in the firm capturing meetings, and even he was using a generic, personal note-taker. Eight weeks after rolling Vinyl out across his 30-strong team, the firm has surfaced tens of thousands in missed revenue, transformed leadership visibility across two brands and ~1,000 clients, and rewired how the team runs client conversations.

At-a-glance stats

• Team size: 30+ across UK, Sri Lanka & South Africa

• Brands: 2 (OnPoint Accounting + Root2Growth)

• Clients: ~1,000 across the group

• Time using Vinyl: 6–8 weeks

• Previous tool: Plaud (used by Johann only, not the wider team)

• Coverage now: All client meetings + all internal team meetings

• Revenue opportunities surfaced: Tens of thousands of pounds in identified upsell and service opportunities

Before: What life looked like pre-change

Context

Johann has been Managing Director of OnPoint Accounting for 9 years, growing the group through both organic growth and acquisitions. Today, the group runs two brands (OnPoint Accounting and Root2Growth), supporting around 1,000 clients with a team of 30+ dotted across the UK, Sri Lanka and South Africa.

With that kind of footprint, no leader can sit in on every client meeting. But for a long time, that's exactly what the visibility gap was costing OnPoint. They just didn't know it yet.

Old workflow + tools

• Johann personally recorded meetings using Plaud, building up 2,500+ recordings as his own "second brain"

• The rest of the team had no consistent capture process at all

• Some team members scribbled in notebooks during calls, half-distracted

• Meeting notes rarely made it into Engager (their practice management system)

• Action items were tracked from memory, gut feel, or not at all

• Tasks requiring a different specialist often never got passed on

• Client satisfaction was judged emotionally: "if someone didn't like a client, that client meeting was never positive, even though actually it really was"

Where things broke

• Zero leadership visibility. Johann had no way to see what was happening in 30+ team members' meetings

• Tasks fell between team members. Commitments dependent on another colleague were missed in the handoff

• Customer satisfaction dropped silently. Without data, problems weren't spotted until they were lost clients

• Sales training was impossible. Johann was the only one closing sales and had no way to coach the team

• Revenue opportunities were missed. Client pain points raised in meetings never reached the people who could action them

• Data was siloed. Johann's 2,500 Plaud recordings were a personal asset, not a firm asset

"It's one of those things where, if you don't know better, you don't know it's a problem. It's only since someone shone the light on it that we started to look at it and go, okay, we could have an issue here." (Johann Goree, MD, OnPoint Accounting)

The trigger

The penny dropped during a podcast conversation about the importance of team-wide capture. That's when Johann realised that his personal Plaud setup, however good, was solving the wrong problem entirely.

"I had 2,500 meeting and call recordings on Plaud. None of my team had access to any of that. It's an amazing second brain, but I'm not really using it for that. And the team aren't capturing anything consistently. When they are, it's inconsistent. Which kind of makes it pointless capturing it if you're not doing it consistently."

During: How OnPoint made the change

What they were looking for

Johann's priorities shifted the moment he reframed the problem as a team-wide capture and visibility challenge rather than a personal productivity one.

Non-negotiables:

• A tool the whole team could use, not just leadership

• AI analysis built with accounting and bookkeeping firms in mind

• Visibility across both brands for the management team

• Accountability and consistency across 30+ people

• A single, growing dataset that would compound over time

Why Vinyl over Plaud, Otter & Fireflies

Johann still uses Plaud for everything outside the firm, but for OnPoint and Root2Growth, Vinyl became the only option that fit. The generic note-takers didn't make the shortlist:

"Otter, Fireflies, and stuff like that are not effective as a team-wide tool. And they don't have the AI analysis focus. It's too generic. The insights from Vinyl are just more on point straight away on day one because it's built with the context of our industry in it."

The new playbook

• Vinyl captures every client meeting across both brands

• Vinyl captures every internal team meeting (one-to-ones being rolled out next)

• The admin team reviews Vinyl-recommended tasks daily and assigns them into Engager, so nothing slips through

• Johann uses AskVinyl daily as a leadership lens across the whole firm

• Team members self-review their own meetings to spot opportunities, before AskVinyl shows them up

• Sales calls Johann is proud of get shared back to the wider team as training material

After: Results + Proof

What changed (Before → After)

Day-to-day impact

The biggest shift hasn't been a single feature. It's been a change in how the firm sees itself.

Leadership now has eyes on every meeting. Johann doesn't read every transcript, but he uses Ask Vinyl to surface what matters across the whole firm:

"Most of my time is spent in Vinyl AI, going, right, all these meetings, gauge the customer satisfaction. Which customers need a bit of TLC? Which customers are really happy and we need to get a review from them? Go into these meetings and find me revenue opportunities. Find training points we can deliver to our team to improve the overall quality of the meetings."

The "goodwill bank" is filling up. When Vinyl flags an issue raised in a meeting, the team reaches out proactively, even when they can't directly help:

"A team member sat through for 45 minutes listening to how annoyed someone was that their in-house bookkeeper had to go on maternity leave earlier than planned. I'm like, hang on, why are we not offering to support? It actually never came to anything in the end, but the feedback was: 'even if you can't help me, the fact that you've reached out to try and save me, I just love how proactive you are.' It's such an easy win for the goodwill bank."

The team is competing with AI, and winning. Behaviours have shifted because nobody wants to be shown up by Ask Vinyl:

"Team members come to me first now, because they've just had a meeting and they know I'll go and review the Vinyl notes. They don't want to be outdone by AI. So it's like brother and sister rivalry, 'just done this and that.' It's gradually changing the culture and what we focus on as outcomes of meetings."

Small wins compound into big ones. Some of the wins are tiny, but they add up:

"A few weeks ago, the Root2Growth team had a meeting and they were talking about the heat and the fact that we can't get the door to stay open. So I instantly went on Amazon and ordered a big doorstop. It's a little win, but they're snowflakes of improvement. With enough of them, you get a blizzard. You get an avalanche."

The team is more present in client meetings. With Vinyl handling the note-taking, the team's attention has shifted to the actual conversation:

"I know my team are more focused in the meetings. They're capturing more, they're interacting more with the client. They're in the moment, not scribbling down notes and missing key points like we're all victims of in the past."

Cover for sick days no longer means flying blind. If a team member is off, Vinyl becomes the handover:

"Before Vinyl, we'd have no idea what was discussed in client meetings, what was promised, what was committed to. Now someone goes off sick, I can go into Vinyl, look at their meetings, understand the action points, understand the tone of the client satisfaction. That information can't be siloed to different individuals anymore."

Business impact

• Tens of thousands of pounds in revenue opportunities surfaced in the first 6–8 weeks alone

• Multiple client saves from proactive outreach on issues raised in meetings

• A growing dataset that's starting to reveal which industries OnPoint serves best

• Sales training material built from real calls, for the first time ever

• Leadership decisions becoming data-driven and factual rather than emotional

• Improved professionalism and consistency across client-facing calls

"How many clients have we lost because we weren't keeping track of this stuff properly? How many sales opportunities have we lost because we weren't understanding the client's pain points? How much more effective could our staff have been with better training based on insights from these recordings? I can't put a number on it, but I'm going to say it's going to have a lot of zeros. And it's going to make me cry." (Johann Goree, MD, OnPoint Accounting)

Bottom line

OnPoint didn't adopt Vinyl to replace a note-taker. They adopted it to break open data that had been trapped in 30 people's heads. The shift wasn't about saving five minutes per meeting. It was about giving leadership a system, the team accountability, and clients a firm that's proactive instead of reactive.

For firms that think they don't need Vinyl because they've already got Otter or Fathom, or because the partners are personally fine with their own setup, Johann's message is blunt:

"If you're using another tool and you've got any ambitions of growth, but the rest of the team isn't on the tool, then you've got loads of data, but it's in a thousand pieces, spread across the whole team. You need to put it all into one place so AI's got a chance to support, analyse, and highlight where you're missing opportunities. How long have you been thinking about it? Because you've already lost all that data. Get on and make a decision."