How Cetrom Delivered White-Glove IT, Responsiveness, and Scalable Stability for a Growth-Focused CPA Firm

Executive Summary

Dillwood Burkel & Millar, LLP (DBM) is a diverse, full-service CPA firm with approximately 23 professionals, including six partners, serving clients across industries, including manufacturing, construction, real estate, nonprofit, and high-net-worth individuals.

As the firm expanded, leadership recognized that its traditional IT model, reliant on a single consultant, could no longer support growth, evolving software demands, and the increasing need for responsiveness and scalability.

By partnering with Cetrom, a privately held, white-glove MSP purpose-built for CPA firms, DBM transitioned to a fully managed, secure cloud environment with proactive support and predictable costs. Since migrating, the firm has achieved:

• Significantly improved IT responsiveness and issue resolution
• A more reliable and scalable infrastructure
• Reduced internal IT burden and fewer staff complaints
• Greater confidence in technology supporting firm growth

Client Background and Strategic Priorities

Founded over 25 years ago, DBM operates as a collaborative, partner-led CPA firm with a strong emphasis on client service quality, integrity, and internal team development.

The firm maintains a single primary office in Santa Rosa, CA, with select remote team members and a distributed client base enabled by technology.

As DBM continued to grow, leadership prioritized:

• Maintaining high-quality client service without disruption
• Supporting a flexible working environment where remote work is permitted when needed for work-life balance, and flexible schedule is available to the entire team
• Ensuring reliable access to mission-critical applications (e.g., CCH)
• Reducing reliance on internal resources to manage IT complexity

Business Challenge: Limited IT Capacity and Growing Operational Risk

Prior to Cetrom, DBM relied on a long-standing, single IT consultant. While knowledgeable, this approach introduced limitations as the firm scaled:

• Delayed response times, often requiring multiple days to resolve issues
• Lack of 24/7 support availability, creating risk during off-hours and peak workload periods
• Increasing difficulty supporting complex accounting software environments, particularly with CCH
• Infrastructure constraints, including capacity limitations on remote servers
• No dedicated ownership of emerging technology or strategic IT planning

The firm recognized the need not just for IT support, but for a partner capable of owning outcomes across both infrastructure and applications.

Why DBM Selected Cetrom

DBM evaluated multiple providers with similar core offerings. However, several key factors led to the decision in Cetrom’s favor:

1. Privately Held, Culture-Aligned Partnership

DBM selected Cetrom because its privately held structure and growth philosophy closely aligned with its firm culture.

“We felt Cetrom’s structure aligned better with our culture… we operate similarly as a firm.” – Christina Hollingsworth, CPA, CVA, Partner, Dillwood Burkel & Millar, LLP (DBM)

2. White-Glove, Controlled Onboarding Model

Cetrom’s intentional limit of onboarding only a small number of firms per month gave DBM confidence in receiving focused attention and a successful transition.

3. Predictable and Flexible Billing Model

A consistent, near-flat fee structure allowed DBM to budget effectively without unexpected cost fluctuations.

4. True Full-Service IT Ownership

Unlike providers that split infrastructure and software support, Cetrom offered a fully integrated solution, eliminating the need for multiple vendors.

The Cetrom Solution: A White-Glove MSP Platform for CPA Firms

Cetrom implemented a fully managed, CPA-specific IT ecosystem designed to deliver reliability, responsiveness, and long-term scalability.

Reliable Cloud Infrastructure Built for Accounting Workflows

• Secure, centralized environment supporting both in-office and remote staff
• Scalable resources to support firm growth and seasonal demand
• Optimized performance for accounting applications such as CCH

“It’s really easy to use… logging in from the office or home is seamless.” – Christina Hollingsworth, CPA, CVA, Partner, DBM

24/7 Responsive, White-Glove Support

• Immediate access to support teams, with calls consistently answered
• Fast response times for both phone and email requests
• Proactive monitoring across multiple CPA environments

“Anytime we call, we can get a solution… that is really good.” – Christina Hollingsworth, CPA, CVA, Partner, DBM

Proactive Optimization & Industry Intelligence

• Continuous monitoring across a large CPA client base to identify trends early
• Proactive resolution of software issues (e.g., performance optimizations for widely used applications)
• Guidance on technology improvements without internal oversight

“You’re constantly watching out for us… We feel better knowing that.” – Christina Hollingsworth, CPA, CVA, Partner, DBM

Security, Compliance & Advisory Support

• Support for regulatory requirements, including FTC Safeguards and WISP initiatives
• Ongoing alignment between the IT environment and compliance requirements
• Access to advisory resources for future planning and improvements

Structured Client Success Engagement

• Regular check-ins evolving from weekly → monthly → bi-monthly cadence
• Continuous alignment on issues, improvements, and optimization
• Long-term partnership approach rather than reactive support

Results and Business Impact

Since migrating to Cetrom, DBM has experienced measurable improvements across operations:

Greater Reliability and Stability

• Noticeable reduction in IT-related complaints across staff
• More dependable and consistent system performance

“I’m hearing fewer complaints… it feels more reliable.” – Christina Hollingsworth, CPA, CVA, Partner, DBM

Improved Responsiveness and Support Experience

• Faster issue resolution compared to the prior model
• Immediate access to support when needed

Enhanced Operational Efficiency

• Simplified login and remote access across teams
• Consistent user experience across environments

Reduced Leadership Burden

• Leadership spends significantly less time addressing IT challenges

“I have less things to worry about on the technology front.” – Christina Hollingsworth, CPA, CVA, Partner, DBM

Improved Scalability for Growth

• Infrastructure now supports firm expansion without constraint
• IT is no longer a limiting factor in hiring or client service

Key Takeaways for CPA Firms

DBM’s experience highlights several critical insights for modern accounting firms:

• Single-resource IT models do not scale with growing firms
• Firms require full-service IT ownership, not fragmented solutions
• Responsiveness and availability are mission-critical during peak periods
• CPA-specific expertise provides a meaningful operational advantage
• Culture alignment and service philosophy matter as much as technical capability

Why Cetrom: A True White-Glove MSP Partner

For DBM, Cetrom is more than a service provider; it is a strategic, white-glove IT partner delivering:

• A privately held, client-first approach
• Deep specialization in CPA firm operations and applications
• A fully managed, end-to-end IT solution
• Proactive, high-touch support designed for long-term success

“They should just do it… it saves management time and helps you focus on your work without worrying about IT.” – Christina Hollingsworth, CPA, CVA, Partner, DBM

Cetrom represents the next evolution of MSPs for accounting firms, combining private ownership, white-glove service, and industry-specific expertise to deliver stability, security, and scalable growth in ways generic MSPs cannot.