Client onboarding goes beyond just handling paperwork—it’s a crucial opportunity to establish a clear, professional framework for your relationship with clients. A well-executed customer onboarding process fosters trust and aligns expectations right from the start.
This guide offers a simple, high-impact checklist to help you onboard clients effectively, ensuring a smooth transition and setting the stage for a productive partnership.
What is client onboarding in accounting?
Client onboarding is the process of introducing a new client to your accounting firm, setting clear expectations, and aligning on goals and communication methods. It’s about creating a well-defined path for the working relationship ahead.
For accounting firms, this is a critical opportunity to clearly understand the client’s needs and ensure both parties are on the same page. It also allows you to demonstrate your firm’s professionalism and commitment to compliance, laying the groundwork for long-term trust.
A structured and consistent onboarding process not only minimises the chances of miscommunication but also underscores the value you bring, laying the foundation for a successful partnership.
The advantages of an efficient client onboarding process
A well-executed onboarding process offers numerous advantages for your accounting firm, ensuring that both you and your clients start on the right foot. Here’s how streamlining this phase can benefit your firm:
- Builds trust and transparency: By setting clear expectations from the beginning, you establish a transparent framework that helps clients feel confident in your services.
- Helps manage scope and fees: A streamlined onboarding process ensures that the scope of work and associated fees are discussed upfront, avoiding misunderstandings or unexpected costs later on.
- Reduces delays and back-and-forth: Efficient onboarding minimises unnecessary delays by organising all necessary tasks, such as document collection and system setup, into a clear timeline. This reduces back-and-forth communication and speeds up the entire process.
- Fosters client loyalty: Onboarding sets the foundation for a lasting partnership. By engaging clients with a structured, professional process, you’re positioning your firm as a reliable partner, paving the way for ongoing success and repeat business.
- Supports compliance: With strict regulatory requirements in accounting, a streamlined onboarding process helps ensure that all necessary compliance checks—like AML (Anti-Money Laundering) and data protection measures—are seamlessly incorporated.
The ultimate client onboarding checklist for accountants
A smooth and efficient onboarding process ensures your client’s experience is seamless from the start. Follow this customer onboarding checklist to cover all the necessary steps for setting up a successful working relationship.
Step 1: Initial discovery call
The discovery call is your first opportunity to understand the client’s needs, goals, and frustrations. This conversation will help you identify how your services can meet their specific requirements and how best to approach their account. During this call, assess whether the client is a good fit for your firm. It’s important to determine which services they need and how your firm can provide value to them.
Step 2: Proposal and pricing
This step involves clearly outlining the scope of work, deliverables, and costs, ensuring both you and the client are on the same page from the start. By discussing services, timelines, and fees upfront, you can prevent misunderstandings and ensure smooth communication throughout the project.
Using a business proposal template, like the ones offered by GoProposal, can simplify this process. It helps you present a professional, consistent proposal quickly, so you can focus on aligning expectations and moving the process forward.
Step 3: Engagement letter and sign-off
Send a legally compliant engagement letter to formalise the relationship. This letter clearly outlines the terms of the agreement, including services, fees, and deadlines. It’s crucial that both you and the client agree to these terms before proceeding, ensuring there are no grey areas that could cause confusion later. This step provides a solid foundation for the partnership.
Step 4: Welcome email and next steps
Send a personalised welcome email immediately after the engagement letter is signed. This email should include an outline of the next steps, setting clear expectations around communication, timelines, and response times to avoid confusion. It’s a key moment to reassure the client that they’re in good hands and that the process will be handled professionally.
Step 5: Introductory call or meeting
Schedule an introductory call or meeting to formally introduce the team and discuss the client’s business in more detail. This is an excellent opportunity to set expectations and build rapport. Use this time to review your role, discuss preferred communication methods (email, phone, video calls), and answer any questions the client might have.
Step 6: KYC and AML compliance checks
Once the engagement letter is signed and the client’s details are gathered, perform the necessary Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are required by law to ensure you are compliant with financial regulations. Be sure to explain the purpose of these checks to your client and ensure all required documentation is submitted.
Step 7: Information gathering
Request key documents that will allow you to begin working on the client’s account. This may include tax returns, financial statements, or bookkeeping records. Consider using a client onboarding questionnaire to gather necessary information upfront. You can make the process even easier by using secure portals or automated workflows, allowing clients to upload documents securely and efficiently.
Step 8: System setup and integrations
Set up all necessary systems for working with the client. This includes accounting software, client portals, and file-sharing platforms. Ensure that everything is branded professionally, secure, and user-friendly, providing easy access to the client’s financial information. This step ensures seamless data integration and management.
Step 9: Internal handover and task assignment
Internally document the client’s details and all relevant information, such as contact information, services, and important deadlines. Assign specific tasks to your team to ensure that no detail is overlooked. Having a clear division of responsibilities within your firm ensures the process runs smoothly and that everyone is aligned on the client’s needs and expectations.
Step 10: Client feedback
Before concluding the onboarding process, ask your client for feedback on their experience. This is valuable in identifying areas for improvement in your process and strengthening future client relationships. A quick customer onboarding form or casual conversation can provide insightful feedback for future enhancements.
Tools and templates to simplify onboarding
To make your new client onboarding process as efficient as possible, using the right tools and templates is key. These resources not only save time but also ensure consistency, accuracy, and professionalism. Here are some helpful tech solutions to simplify your client onboarding workflow:
Pricing and proposal solutions
Using a pricing and proposal tool like GoProposal can significantly streamline your process by helping you create professional and transparent proposals quickly. These tools allow you to present a clear scope of work and pricing to clients from the outset, eliminating the need for manual calculations and reducing errors. They also save valuable time by automating key aspects of the proposal process, letting you focus more on delivering value to your clients.
CRM systems
Customer Relationship Management (CRM) systems can help automate and centralise your client interactions. These systems manage client data, track progress, and ensure all onboarding tasks are completed on time. By automating many of the administrative tasks, you can focus on delivering value to your clients rather than getting bogged down in manual processes.
Secure document upload tools
Security is crucial when handling sensitive client information. Secure document upload tools allow you to collect and store documents in an encrypted environment, ensuring data protection. These tools enable clients to upload files quickly and securely, streamlining the process by eliminating the need for physical paperwork or constant email exchanges.
Automated email sequences
Automating your email communication can help maintain client engagement and keep the onboarding process on track. Automated email sequences can be used to welcome clients, remind them of next steps, and send updates or requests for documents. This reduces the need for manual follow-ups and ensures that clients receive timely information without delay.
Client onboarding checklist template
A pre-designed client onboarding template is a simple and effective option for businesses just starting out. It ensures all essential steps are covered, helping you stay organised and focused. Customising the template to fit your firm’s needs ensures it aligns with your workflows and client expectations. By using this customer onboarding template consistently, you can streamline the process, maintain consistency, and ensure no critical steps are missed.
Common client onboarding mistakes to avoid
While a structured onboarding process is essential for success, it’s just as important to avoid common mistakes that can disrupt the client experience and lead to future issues. Here are some key pitfalls to watch out for during client onboarding:
- Not clarifying scope and fees upfront: Failing to define services and fees clearly from the start can lead to confusion, disputes, and scope creep later on. Ensure clients understand exactly what they’re paying for and any additional charges that may apply.
- Skipping AML checks: AML (Anti-Money Laundering) and KYC (Know Your Customer) checks are essential for compliance. Rushing or overlooking them can cause legal issues and delays. Prioritise these checks early and explain their importance to clients.
- Overwhelming clients: Onboarding involves a lot of paperwork, but bombarding clients with too much at once can cause frustration. Break it into manageable steps, use automation tools and templates, and keep things organised to reduce the administrative burden.
- Failing to follow up after sign-off: Once the engagement letter is signed, keep the momentum going. Failing to follow up or update the client on the next steps can lead to delays and dissatisfaction. Regularly check in and set clear expectations about updates and response times.
Improve your onboarding with the right tools
A streamlined onboarding process is a reflection of your firm’s professionalism. By keeping your process organised, transparent, and client-focused, you demonstrate your commitment to top-tier service. Clients will appreciate your attention to detail and smooth start, building trust and confidence from day one.
Our new client onboarding checklist guides you through essential steps, ensuring no tasks are missed. Following this checklist helps you stay organised, efficient, and aligned with your client’s needs.
Ready to take your client onboarding to the next level? Try GoProposal’s 30-day free trial today and discover how our platform can help streamline your proposals, set clear expectations, and elevate your client relationships from the start.