The first experience a new client has with your firm sets the tone for everything that follows. When onboarding is slow, inconsistent, or requires the client to chase you for updates, it signals that working with you is going to be harder than it should be.
The onboarding problem most firms ignore
Most firms don't have an onboarding process—they have a checklist someone runs through differently every time. Engagement letters go out late. Document requests are sent one at a time. Account setup in your practice management tool is done manually, often with errors.
The fix isn't a better checklist. It's removing the human from the parts that don't require human judgment.
What to automate first
Start with the engagement letter. It should be generated automatically from the intake form, sent for e-signature without anyone touching it, and filed when signed—all without staff involvement. This single change saves most firms 30–45 minutes per new client.
Next: document collection. Build a triggered sequence that requests documents, follows up automatically, and escalates if nothing comes in after a set number of days. Your staff should never have to manually chase a client for their prior-year return again.
Connecting your stack
We build these systems on top of whatever you already use—Karbon, QuickBooks, Canopy, or anything else. The automation layer sits between your existing tools and handles the handoffs. Nothing gets ripped out. The manual work disappears.