Roadmap for Business License Success

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Caitlin: Hello, everyone, and welcome to today's webinar, "Roadmap for Business License Success." My name is Caitlin Alaburda, and I will be your moderator.

Joining us today are Calla Heathman and Paul Stiefel. Calla is a sales engineer that supports the Corporate Legal Services Group at CSC and is based in Wilmington, Delaware. Since joining CSC in 2015, Kayla has focused on B2B relationship management and consulting to find solutions to best fit the needs of new clients. Paul is a sales engineer based in Wilmington, Delaware. With CSC for 13 years, Paul has worked with CSC's New Customer Acquisitions Group and workflow coordinator. And with that, I'd like to welcome Calla and Paul.

Calla: All right. Thanks, Caitlin, and good afternoon, everyone. Thank you for joining us today. We're very excited to talk with you about all things license management. But before we get started, we'd like to review the quick agenda for today's session and some of the things that we'll be talking about.

To start, we'll give a brief overview about CSC and who we are and some of the things that that we do or support. We'll move into just defining what business licenses mean to CSC because different folks can think about licenses in different respects, or there could be many things that we think are business licenses, but here at CSC we have certain specifics that are included in what we define as a business license and some of those different activities that can impact the need to hold licenses. Next, we will think about some challenges, and we'll discuss the common challenges that we hear when we are speaking to companies like you and what you're experiencing on a day-to-day basis when it does come to managing licenses. With challenges always comes the end goal of what is the solution. So we'll work through the options that CSC has for you, where we can provide support for licenses depending on if you need assistance actually filing or having that outsourcing capacity, or if you are able to use some of our solutions to make your internal processes work more smoothly for you.

And then, lastly, we're going to end out the session with a Q&A if the time permits. If you have questions throughout the session, you can feel free to send them our way. We may have the ability to answer them during the session or in the Q&A. But certainly if we are not able to get to them during the Q&A, we can follow up with you directly after the webinar.

Just a quick note that we will have some poll questions throughout the session, so keep an eye out for those. We do encourage your participation, which helps drive our conversations and the way that we can support you in the future. So we just really, really encourage those responses throughout the session.

So with that being said, let's go ahead and dive in today. To start, again, a little bit about CSC here. We've had a lot of exciting things happening. We recently just celebrated our 125th anniversary, and through those 125 years we've just been strengthening our ability to continue being the world's leading provider of business administration and compliance solutions. Now with a greater reach, more than ever, we have about 8,000 employees, and CSC is really truly the business by behind business. We have been for a while, but we're really, really expanding that here.

We're always putting our clients at the forefront of what we do, and CSC continues to be the trusted partner for more than 90% of Fortune 500 companies and for more than 10,000 law firms to date. We are driven by our clients and also market-leading expertise and unmatched reach to power every stage of the business life cycle for our partners, which we'll talk about a little bit later in the session what we consider our compliance life cycle truly.

We really could spend the entire session probably chatting about CSC and our capabilities and other things about us, but I think it's about time that we start defining those business licenses and truly what that term means to us since, again, it is a pretty vague term and can mean many things to many different people. So Paul, would you mind clarifying and defining business licenses for us here?

Paul: So the things that fall under the scope of what CSC considers a business license are going to include general business licenses for really any type of business at the city, county, and municipal levels. There are occupational tax licenses, business tax receipts, and professional licenses. There are licenses that are dictated by activity and/or services you provide, such as food and beverage, contractor's licenses, or licenses for insurance.

The basics of why this applies to you is what constitutes doing business could be generating revenue or gross receipts. Or having a brick-and-mortar location could trigger a requirement. Many jurisdictions like to know who is conducting activities within their borders, and they charge a fee to do so. The products that you sell and how regulated they are can affect your license mix. Many specified professions have their own unique set of certifications and accreditations for individuals that need to be kept up with. Or you could be offering a specialized service.

Calla: All right. So thanks for running through that, Paul. Aside from just the various reasons to need a license, there's also different license obligations throughout the life cycle of your business or your compliance metrics really. It's not necessarily just about getting licenses. It's about everything else that goes along with that or comes after that.

So when we think about the compliance life cycle, we think about it in four major pillars. You have the first stage of forming, forming an entity or establishing a location, whatever that means to you from a form perspective. You have a maintaining or a maintenance stage, where you already have the filings or the licenses and now you're at a place where you have to process renewals or do other things like that. Then you have this idea of expansion. You've been set up in your existing business, and now you want to take that business into new places or expand into new services, maybe by way of acquisitions or anything like that. And then the end stage of that is once things are over is there a point in time where you go through that dissolve stage.

So this first one, when you form the business, there are all these compliance requirements, and the first thing that you need to do with licenses is just find out what you need and go through that initial research and understanding of your locations and the business activities to start. And then you're obviously very certainly establishing those licenses to make it to that next stage, Paul, with the maintenance.

Paul: And after you identify your license requirements, which is a huge task in and of itself, there are adjacent and ancillary filings that are needed to maintain your compliance with your licensure, things like keeping up with individuals listed on the licenses, authorized signers, and/or the addresses that are listed on the specific licenses that you currently have in place.

Calla: After you've been maintaining those licenses and all the information that goes along with them and how you're reporting things on renewals, all of that there would become that opportunity, as mentioned, possibly to expand. During that stage, we almost have to recreate that first phase of forming. But you have to be concerned with other things like acquisitions or finding the new regulations and all that. So we typically see a lot of research being done in this stage. Whether it's again that organic growth into a new market or by auditing because of acquisitions, we're really tasked with finding all of those new licenses all over again and going back in time to maintain them once you have now been established through the expansion. Inevitably, though, what does happen next Paul?

Paul: Well, depending on the duration of your projects or activities, licenses may no longer be required, and there are filings necessary to close out the compliance items in a proper way. So there is going to be a filing burden. You don't want to just let your licenses expire because if you're going to move back into those service areas or reopen any of those active work sites, you're going to want to make sure that you properly withdrew or dissolved those business license requirements so that you can reactivate them if necessary.

Calla: Yeah, that's exactly right. So the idea here is that license management goes far beyond just getting a license or getting licenses. There are many other filings or obligations that are happening throughout the cycle or the life cycle, compliance cycle, whatever you choose to call it, that are going to impact not only other things but also your licenses. And without a good practice in place, you may be experiencing some challenges, and we'll outline some of those right after this. But it is just something to start thinking about.

So like I mentioned earlier, we're going to walk through just some common challenges that we see with licenses. When Paul and I work with potential clients daily, we just hear a lot that's going on, and some of the most common issues or challenges in 2024 have fallen into five categories. We've lumped them all into five categories to give an overall title to them. But they're primarily things related to volume, other items related to data, complexity, turnover, and then the traditional non-compliance factors that we normally see, like fines and penalties, things like that. So these five pillars are going to encompass a lot of the challenges that we see.

And so to start we'll think about volume as a challenge, and these are just some things that correspond with volume as a challenge. But number one that we typically see is just the sheer volume of licenses that businesses are facing today. It's just become a challenge due to the increased need for licenses. Maybe 10 years ago you were doing business and you didn't have a license for something specific or just particularly driving revenue in a jurisdiction without a physical presence, but now you might be faced with having a license or potentially thinking about getting licenses because of that reason. Again, lots of changes over the last few years. There's just been a lot of evolution with that and what's constituting doing business, especially when it comes to getting licenses locally.

Just aside from those local details, the industry regulatory changes have increased the number of licenses or details that are necessary to supply for licenses, certainly making it harder to submit. Or an industry that maybe had one license let's say for in the financial world for lending, now you have all the regulations for mortgage lending, commercial lending, consumer lending, small loans, all of those different types of designations which could really expand the scope of licensure that you have.

A great thing certainly is expansion and growth, and we love to hear that that's happening for businesses that we support today. But with that expansion does come a need for researching and uncovering new requirements adding to the total number of licenses under management, but also adding to the volume of work that is necessary for these licensing professionals to take on. More work spent or more time really spent on trying to figure out those requirements.

Another thing directly impacting volume is just the multiple levels of authority that can issue a license, possibly even for the same location. For example, you might need a state license to do work. You might need a county license and a city license, making it just more work for you to keep up with, more filings, more stuff.

Volume becomes challenging because nothing is coming due at the same time, which is going to create influxes of work during certain times of the year, probably during one of your busiest seasons for your businesses too, and other lulls in other times of the year. It's certainly advantageous to not always have to be consistently worrying about certain filings, but it does create confusion and it makes it a little bit harder to manage the information and the filings.

Other than the license filings themselves, there's other things that go along with license management, like we already spoke about, in the life cycle, things like amendments or supporting documents, like renewing bonds or your insurance documents or policies, things like that. Just other touch points that you have on these licenses. And it's not always just the number of licenses held. It's just the volume of work associated with getting those licenses to the end goal of completion.

And if you have a lot going on, it would be nice to know that you have all the necessary items in order to file and all of the things in the right place. And we normally see that within the data area and some of those challenges that people experience there. Paul, would you walk us through some of those challenges or means to solve the challenge in some cases?

Paul: So, of course, data can pose a challenge. And when we refer to data, what does this data consist of? The data can contain items like employee headcount, inventory, or other measurements that need to be tracked in relation to the questions that come up on our license renewals that need to be accessed or accessible for reference. What kinds of activities are taking place at each location? We don't want to be in a situation where we're going to have to call locations to ask them questions about the activities that are taking place, or maybe the number of outdoor seats that they have, or the number of registers or other demographics like that. So the kinds of demographics of your business and having that information laid out in a clear, concise manner is going to overcome one of those challenges that data can pose. Additionally, gross receipt data, does that need to be used for fee calculation?

The process can be improved with a true reliable data source. The accuracy into our licenses and the status of their expirations can be addressed by implementing a system or having a system in place. Then visibility into the precise place of where we are and the cadence of the steps to completion will help us ensure and reinforce timely filing. And importantly, when it comes to data, is the information safely stored in a way that's accessible but not necessarily out there for everyone to see?

Calla: So a lot of these challenges will go a little bit hand in hand with one another, right? Volume into data. It's really important to have the data in these secure, accessible, very visible places in order to kind of cut down on that time because of how much volume you have. And then that all ties into complexity in various different ways. But a lot of companies are struggling with complexity across requirements, and then when they have met the requirements, just keeping up with them because every process is truly different. There may be a need to have general licenses and industry-specific licenses because different governing bodies are going to mandate different types of activities. Or you might have different licenses for different reasons.

An increase in the documentation or data required for licenses, that's also one for volume here that we had already gone over. But it's just made these filings more complex. The more you need in order to fulfill the license requirements, the more you have to go out and get, and the more complex the information gets. Aside from just regulated licenses though, general licenses are requiring more complex data that's not really normal for things like annual reports, like revenue perspectives, those gross receipts, employee counts, and even sometimes you list the spouse of a director or officer and Social Security number. It's kind of making it a little bit more difficult to file or understanding why some of these things may be a requirement.

We talked about this in the life cycle of licenses a bit. But how do we even begin to understand what to file and how to file? Every governing body has a different way of providing information. And even when you think that you've found it, there is also no uniform way to submit everything. So you may need to create different portal logins or download different documents, different PDFs, paper filings, things like that. I think there may have been a question related to efficiency to find out when you don't need a license. And there's truly unfortunately in the licensing space, because there is no uniformity, not really a way for that yet. If a jurisdiction has a license, it's almost better to find out if they have a license and kind of go from there. But again, without the uniformity, this complexity is creating more confusion and could really boost the ability to miss a filing or just not file something in general.

With all the different documents and the portals and the data, it obviously can become very confusing on how to store and document the processes to set yourself up for success for the next round of renewals. Are you saving usernames and passwords? Is the same person filing these every time? Do you have a uniform login or something like that? Is there a secure place to store all of this? These are all kind of challenges that wrap up into that one thought of just understanding all of this stuff.

Documenting the process truly is a good way to segue into the next challenge, which is thinking about turnover and how that can impact some of the license management. So Paul, would you mind walking us through that?

Paul: Yeah. When you have someone who has procedures down pat and they leave or possibly have a shift in role, you may be starting over again. So you lose that knowledge. Where was information saved? So you may have lost some data or some information that may have been saved in a notebook or somewhere that's not accessible to you moving forward to be able to replicate your processes. In addition, license management is not often staff members' only job. This responsibility can shift based on volume and based on your filing burden. And on top of that, when we talk about electronic filings, who had the usernames and passwords saved and where were they stored?

So in many cases turnover may lead to lapses, which we ultimately don't want to see and want to avoid. In addition on top of that, with shared responsibilities and the need to collaborate, standardizing communication can be of great benefit. Something as simple as having maybe a tracking or a storage system for email correspondence back and forth in relation to one of your license matters, or the process of doing a transfer of name on a license or updating an address on a license, when we have clear, concise communication back and forth and visibility into who is part of the process, that's going to help us in terms of our staff that has the responsibility to handle these types of duties.

And then, ultimately, we want to try to avoid those lapses and avoid noncompliance with our licenses. Not keeping up with our licenses can lead to delays perhaps in opening a new branch or a new location. Our inability to bid on a job or even to properly bill or invoice for work or services already provided. Maybe if we have a new product that's out on the market, not being up to date with our license compliance could stop us from or prevent us from being able to go to market with that new product. And then also we have the fact that people could possibly write or post about it. That could paint our organization maybe in a in a negative way or create some negative conversation.

Calla: And on top of that, we have just the standard things that we think about when it comes to noncompliance, which are fines, penalties, lawsuits, things like that. We all know that these are an issue when it comes to not being in compliance. You might have seen some fines or penalties, interests, things like that coming through if you ever missed a filing. And we don't want anyone to ever pay extra fees. So that's really something that we always struggle with when we think about license compliance.

Business closures are also a real thing whether they are temporary or final due to fines that maybe are too much to handle because of noncompliance, something like that. We hear all the time in the retail space with clients or prospective clients about temporary shutdowns because the licenses they had maybe weren't maintained. Maybe they didn't know who was supposed to be managing them ,or it was a decentralized process and no one was even really aware that that license was in existence or needed to be renewed or something like that. And so it can shut you down for a little bit of time until you can get that rectified.

But lastly, we have a very extreme option, which again is very extreme and seems really, really extreme, but unfortunately the real thing is that arrests can happen, just not very often. But if there is ever a time where something goes out of good standing for a very, very long time, there are certain people who are associated with those licenses or organizations that would unfortunately face arrest if the time came to it, which is why we want to try to avoid all of these things and all of these challenges to ensure that we are staying in compliance. And that's really why we're here to kind of help you get to that that next phase here.

How can CSC help? We've talked about licenses, what they are, what we mean by them, the challenges, again, everyone here has probably faced in some way or another. And the real reason we're here is to help you understand how CSC can help and help alleviate some of those problems that you might be experiencing, help create better, more efficient license management processes for you and really just make you feel confident in the license space.

So there was a question that came through earlier just about. "Is there something that CSC offers for license services for clients?" And the answer to that is yes, we have a couple of different options here. Today we're going to dive into really two of those.

We have our full-service side of the business, really where CSC becomes an extension of your team and effectively manages the license process for you. So you can think of us like a new hire or something like that. Again, you get a member of our team that's working with you directly to fulfill the work and also help with researching.

But then, on the other side of that, we have our second option, which is totally different, on the opposite side of the spectrum, which is CSC's self-management software License Pro. So if you find yourself in a position where you want to create a better internal process, then you have the self-service option to just provide technology that's going to make your life easier, more efficient, give you a really great place to store data and see historical transactions. But again, you're managing that data internally, whereas when we're working with the full-service side, CSC is managing a lot of that information for you.

So when we think about all of this, we're going to start by talking about the full-service side and everything that CSC can do to help you from an outsourcing perspective, becoming that extension of your team. And then we'll move into the License Pro side after.

But to start, our first kind of phase or facet or pillar really of our outsourced license management services is going to be our research services. So CSC can become your research division in theory. So we offer tailored research options that makes it easier for you as a business to understand what requirements may be out there for you in different phases of your business.

So we have this new location research, which is again more along that quick expansion, really organic growth. Brand-new locations or new service areas that you're adding into your portfolio, you can partner with CSC and we will understand your business activities, all the location information, and what you're really doing, and then provide you with a detailed report of the license obligations from cities, counties, states, local municipalities that are really in relation to the location that you're providing to us. So again, this is going to help you understand, based on your specific business activities and your location, what you need to do to start fresh in that jurisdiction and start off on the right foot with the appropriate license requirements.

On the other side of that, we have what we call existing location research, and this is exactly for that, for existing licenses or existing locations, existing operations, places where you've been operating for a long time and maybe you're thinking there might be gaps in your license portfolio. Maybe you've inherited this from that turnover perspective, and you're just unsure where the data is or unsure what you have. This option can take that location, it can take the business activities and identify what the requirements would be for you, but also taking that a step further by conducting that audit and saying these are the licenses that we found you filed with the license information, like license numbers and expiration dates, certainly the status of those, the expirations in the future, or if it's something that's been expired and needs to be reactivated. If there is a gap, if we found out there's a license requirement but you currently don't have that, how you fill that gap in your coverage.

And then possibly the one we hope we hear the most, but probably hear the least, is do you have any over licensure. Is there a license that someone had gotten previously where you actually don't need it? We typically see this in a position where there's city limits for a location and maybe your location falls outside of city limits, but it wasn't very clear that that was the case for the license requirement initially. So you got the license anyway. But now you actually don't need it.

So it's a very comprehensive overview again of your existing portfolio, what licenses apply to you, what you have, what you don't have, and anything that you have that you don't need.

And then we have the amendment research, which is more so along the lines of changes, do you have updates to make, and we help you understand how to make those updates. Is a jurisdiction going to accept an email? Is it a new application in its entirety? Is it just in amendment form, or what needs to be done in order to effectively make those changes? And again, this is research that is tailored to you as your organization with your specific industry details and specific location details that CSC is curating on your behalf.

Once we know about all of these license requirements or things that we need or maybe you already have your license portfolio and you just need assistance managing it, we have our full-service outsourcing solution, which is again when CSC becomes that extension of your team and effectively manages the license portfolio in its entirety. We provide you with technology so you have a place to go to see real-time updates and see all of the statuses of your licenses, and also you'll transmit some information to and from there that's required for filings.

But we are going to start with the renewal management. We here at CSC provide you with a dedicated license specialist, who is going to be proactively monitoring your license expiration dates and starting that process to renew those for you automatically, well in advance of their expiration dates. What that means truly is that we're going to obtain the applications for you. We're going to prep the forms with information we already know, so that way you're not providing standard details for every filing that we have to do.

We're going to send you the appropriate alerts. We're going to say, "Okay, what else is necessary for this filing that we don't have yet? Do we need an updated copy of something? Do we need a signature? Do we need something?" So taking that guesswork out of the application for you and sending you those alerts when we need additional information.

Obviously, once we've gotten back what we need, we will actually be actively processing the filings for you. So we'll submit directly to the jurisdictions on your behalf. And then, aside from all of that administrative work, we're also going to process the fees. So we advance the payment to the jurisdiction on your behalf or to the governing body. That way when we are ready to submit, we absolutely can. We don't have to wait on prepayments. We don't have to wait on checks for you. We'll just submit the fees on your behalf, and then when we invoice later, there will be a reimbursement line for us there.

The best part of all of this is all of this work is happening behind the scenes, again with your dedicated account manager here that's managing the administrative process. And then we're providing technology. We provide our business license portfolio management system for you, which is going to house all of the data that we're processing and sharing with you, all of your licensed statuses. It's a secure web-based platform that you can access anywhere with a secure internet connection, making your license portfolio really at your fingertips anytime any day. It'll include all of your license details, license numbers, expiration dates, again the statuses of where CSC is in the process of filing or if we need you to do something or if we've submitted. And again, just creating that centralized viewpoint there.

With that technology, it's built within obviously our CSC systems, which is backed by a SOC 2 Type 2 compliance certificate. So we're really, really big on security here. And I know Paul had mentioned data security and other things. Where are you sharing your data? Who's able to access it? Our platform allows for top-notch security. We also leverage our portal to create the safe space or a safe environment for you to share information with us. We talked about how some filings may need PII information or sensitive data that isn't required for other things. So you'll have a safe space to transmit that data using our portal.

And then you do get unlimited users, unlimited permission structures. You can really dictate a lot here. But this option is really great when, again, you have licenses and you're struggling with the process and you just want assistance in getting the work done more efficiently and be given access to the data that's been processed, and CSC is becoming that extension of your team to fulfill that. And also the added benefits, like fee advancement, not having to cut checks, not having to update a SharePoint, things like that, where we're really curating all of that data in the platform.

So this may be a great option for you. If you think that you'd like to look into an outsourcing partnership, we're happy to help. Feel free to let us know that you're interested and we can follow up with you after our demonstration today or webinar really.

But on the opposite side of that, this also may not be a good fit. You may have the licenses that you know that you need and you're just looking for a more efficient way to manage the process internally. And that's when we have that other option, that other pillar of CSC solutions, which is our self-service license tool, the software rather called License Pro. Again, very different perspective, but still very useful depending on what stage of licensing you're in or what type of support you're looking for. So Paul, would you mind walking us through some of the features and functionalities of License Pro?

Paul: Yes. And for those companies and individuals that like to have more control over their process, we do have a client-managed software that will allow management of work and dates and in turn manage your risk involved with staying compliant with your license compliance. Our business license management software provides a system that will reduce the amount of time that you spend on license compliance and sort of general organization.

With a very hands-on implementation process, we'll be able to collect information from you, import that information into a test environment, and then transition that test environment, after you have your data organized and laid out in the way that you see fit, move into a live environment, and then work towards a go-live date hand in hand with our certified project managers that are involved in your implementation.

So some of the key features and things that License Pro allows us to do is to centralize any or all renewable or repeatable items that we'd like to see a transaction history on. We also can organize and track activity by either project site or service area, however you keep track of where your business activity takes place, to help better understand our license obligations.

And a key that I oftentimes see, even when we go through the evaluation process of the software, is that when we start to consider organizing our activity by service area, we very oftentimes find gaps in our in our license compliance, which is going back to one of our challenges is getting a good handle on our license requirements. So organizing and tracking activity by geography is a very, very beneficial way to help us be more proactive in checking off those license obligation requirements that we have. As we move forward in time, we get a little bit more regulated as we move forward.

And then also we're going to be able to store our site demographics that we can refer back to, that may need to be referenced on our new applications or on our renewal applications, such as employee headcounts, maybe inventory, even the type of inventory that we have stored at specific locations. And making data easily accessible at the time of filing cuts down on the amount of time it takes us to renew our licenses. It cuts down on the back-and-forth of having to reach out to people for information or just find different information that might not necessarily have a specific home.

And our License Pro features include a workflow designer. In essence, you can memorialize the existing knowledge that can be easily referenced, shared, and automatically assigned. We'll have workflows with predefined steps that can be applied and referenced throughout the process, and even have the ability to assign just specific steps of our cadence of workflow to different individuals based on what their roles are.

In terms of our alerts and notifications, this addresses standardizing our communications. We can control the subject, we can control the message, and control the information that are included in our notifications with our custom reporting functionality to send information out to people that we need to gather, collect, and share within our organization.

Our custom workflows will create that standard operating procedure for those ancillary filings as well as our renewal filings. And integrations with our HR data can prompt actions on our licenses under management. Maybe what's involved in a new site or service area can be included in these custom workflows with these SOPs that can be referenced to and can be documented in terms of having transparency into who completes these action items.

Our automation is going to document our storage and sharing. Automating manual steps in our process saves measurable time for our clients, which is one of the main reasons why a lot of our clients choose to implement the software is because it streamlines your work and saves definitely measurable time, and it adds to our goals of organization. When we organize by site activity, as I said, there's almost always action items needed.

With sort of organized data in a comprehensive way, we can have a dashboard and customizable widgets that lay out our work in an easily visible way to make sure that there's no reason that anything should ever lapse. Our workload management creates accountability. And with custom deadline offsets, it controls the notifications and the timing in terms of giving ourselves a buffer to make sure that we're sending information out to the filing authorities in a timely manner to keep up with this regulatory burden.

And finally, with our integrations, we can import manually or electronically data that needs to be referenced so that you know that you're always working from a single source of truth. Our users often import from Oracle or ADP items, like sales numbers, that need to be referenced. Or from products like Workday or Paycor, we integrate payee lists and GL accounts to very easily track disbursements and generate AP exports to save time communicating back and forth with your accounting staff and can automate check requests with tiered approvals for those jurisdictional disbursements.

License Pro holds the majority of the market share in this space, and we've implemented thousands of customers since 2007, from large big box chains to single location businesses. We have a connections group of users as well that sort of is a collaborative space for the users of License Pro to share best practices and just generally discuss the happenings of their vertical and how people are finding specific efficiencies within the system. And all of our clients have assigned account managers that are with them through the life of their user experience.