In a company that has seen a lot of high-level personnel change in the last year, CCH's Small Firm Services unit is the latest to replace an executive. Jason Marx took over the president's job this month from Jeff Gramlich, who resigned as the company faced ATX customers who are furious with this year's tax software."They have issued continuous revisions which are addressing the problems. The frequency of the crashes has been greatly reduced, but occasionally they do happen. We are at the stage where we simply restart the app when it crashes. Getting support is a hopeless endeavor," says Michael Morley, president of the Morton, Pa.-based Morley Group.
Morley made those comments a few days ago. But today, he reported that "about 10 this morning ATX crashed and kicked all my workstations out. When we restarted the program, it opens but crashes whenever we try to open a return. I have now been on the phone with customer assistance since 10:30 a.m. I am on hold for Tech Support for the past 36 minutes. The result is we have been out of business for the last 2.5 hours. No resolution in sight."
Whatever the relationship of Gramlich's resignation to the problems, there have been many moves. Gramlich had been president of SFS since 2006 and with Wolters Kluwers Tax & Accounting since 2003. Marx had been VP and general manager of Wolters Kluwer Financial Services Residential and Indirect Lending business since June 2007.
Last year saw the exit of Bob Dias, a product management executive who had been with CCH for 33 years, and during the summer, Mike Sabbatis, president of CCH departed. Overseas, two of the three members of the executive board of Wolters Kluwer have resigned to take new jobs.