How Accounting Professionals Can Streamline Client Onboarding

Client onboarding is more than just paperwork; it’s a chance to create a lasting impression and show how professional, reliable, and committed you are to new clients. It can also improve client retention rates. Does your firm have a clear onboarding process? Without one, you risk delays, missed deadlines, and a poor first impression.

Here, we’ll cover what exactly client onboarding is along with some common challenges firms face when doing so. We’ll also offer some strategies to streamline your onboarding process to set your practice up for long-term success.

What Is Client Onboarding?

In short, client onboarding is the process of welcoming new clients to your practice. It sets the foundation for a successful working relationship by gathering necessary information, setting expectations, and helping clients feel supported and confident in your services.

Ultimately, the goal is to make new clients feel like they made the right choice.

Common Client Onboarding Challenges

Onboarding is critical for building trust and reducing client churn. But it can be time-consuming and challenging for accountants. Some common hurdles include:

• Inconsistent processes. Onboarding feels disorganized and stressful for clients without a standardized approach.

• Time constraints. Onboarding often competes with other pressing responsibilities, leading to delays.

• Communication breakdowns. Clients may feel overwhelmed or unsure of what’s expected of them.

• Tech mismatches. Using outdated or incompatible tools slows down onboarding tasks.

• Client buy-in. Clients don’t feel comfortable using the firm’s preferred tech stack. 

• Lack of accountability. Without clear roles and responsibilities, clients or team members don’t do their part. 

Recognizing these challenges is the first step toward creating a smoother process.

Strategies to Streamline Client Onboarding

Curious about how to create an outstanding client onboarding experience? Here are a few key strategies to get you started.

1) Define the Client Onboarding Process

Decide what you want onboarding to look like in your firm. Create a repeatable onboarding process that includes:

• A checklist of all necessary steps, from client acceptance through engagement kick-off

• Standardize forms and templates for collecting client contact information

• A welcome package with a small gift, practical information they need to get started, and answers to frequently asked questions

• Establishing clear timelines for milestones like signing engagement letters or receiving financial records

Consistent processes save time and ensure all clients receive the same high level of service.

2) Assign Roles in the Onboarding Process

Confusion over who handles each task is a common source of frustration during client onboarding. A large firm might have a dedicated onboarding team. A sole practitioner or small practice might incorporate client onboarding into the engagement. 

Either way, clearly define who handles each onboarding task. For example, you might have:

• A designated onboarding specialist to serve as the main point of contact for new clients

• Team members responsible for gathering specific types of documentation

• Leadership oversight to resolve issues or approve final setups

Assigning ownership ensures accountability and keeps the onboarding process moving smoothly.

3) Use a Workflow Management Tool

A workflow management tool centralizes onboarding tasks to prevent steps from falling through the cracks. Common features of workflow management tools include:

• Customization to your unique processes

• Progress tracking across multiple clients

• Automated reminders and task assignment

• Integration with other apps and platforms 

Options like Karbon and Jetpack Workflow are tailored to accounting firms. For small firms, Asana or ClickUp might offer the features you need at a lower price point.

4) Align Technology and Processes

Your tech stack should work seamlessly with your onboarding process. If you find yourself manually transferring data between systems or performing the same task over and over again, it’s time to reevaluate your tools.

Look for solutions that:

• Integrate with your existing systems

• Allow for e-signatures and digital document uploads

• Automate repetitive tasks, such as generating invoices or sending follow-up emails

Investing in the right technology can pay off in time savings and client satisfaction. But your technology won’t deliver those benefits unless it aligns with your processes. 

5) Focus on Client Communication

Have you ever experienced stellar communication during a sales process, just to be let down after purchasing a product or service? Don’t let your onboarding process be that let down. Clear and proactive communication sets the tone for a successful partnership. It lets clients know what to expect and how to work with you. 

Consider sending a welcome email or providing a checklist outlining the onboarding process and next steps. Let them know how to communicate with your firm and important deadlines. Train clients to use the technology if you expect them to use portals to upload documents or communicate with their client service team.

Frequent and transparent communication instills confidence, reduces unnecessary follow-ups, and prevents misunderstandings.

6) Automate Wherever Possible

Automation is a game-changer for onboarding. Look to automate steps in the onboarding process that are high-volume, repetitive, and tedious. 

Some ideas include:

• Collecting signatures on engagement letters or service-level agreements

• Sending welcome emails, forms to gather client data and reminders for incomplete tasks

• Adding client information to your CRM or other systems

• Setting up recurring billing or payment schedules

• Setting up meetings or calls at different points in the onboarding journey

• Gathering client feedback to improve your onboarding processes

Automation can be intimidating if it’s new to your team members. Start small by automating 1 or 2, repetitive steps in your onboarding process. Once you get comfortable, add more tasks. Before you know it, you’ll save hours every week and deliver a seamless onboarding experience for your clients.

How Justworks Can Help

Streamlining client onboarding is an investment in your future success. Standardizing your processes and technology helps you save time, reduces stress, and makes clients feel supported and valued.

Justworks offers many resources to meet your clients' needs, from payroll to all-in-one professional employer organization (PEO) software. 

Ready to learn more about how Justworks can help you support your clients and deliver more value to their business? Contact us today to get started.