Top Ten Client Collaboration Features to Look For In A Practice Management App
Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.
- Ken Blanchard (Mollie Beck)
::Together With Financial Cents::
Redefining how accounting firms get work done.
Creating sticky client relationships starts with implementing processes and technology that make your clients' lives easier. It’s not just about the quality of your work; it’s how you make clients feel about working with you. Your practice management app and its client-facing features are key to exceptional client experiences.
In alpha order, not importance order.
One: Automated client emails
We use automated client emails—deployed when we have completed a task—if the information is the same every time and no action is required on their part. This keeps clear lines of communication for our clients with no lift from a team member.
Two: Client chat - task, project, and stand-alone
If a client has a simple question or wants to chat about a task, there is no need to pile on their email inbox.
Three: Client downloads
Make it easy for them to access documents securely and simply.
Four: Client portal
Having all their docs, queries, tasks and communications in one easily accessible place streamlines the client experience.
Five: Client signatures
If clients can e-sign documents within your practice management system, it will make it more comfortable for them. Not needing to access and learn a new piece of technology will create confidence in your processes, which is key to an exceptional client experience.
Six: Client tasks
We use tasks rather than emails when we need notifications in FC that a client has done something, such as uploading or downloading docs or if there will be comments on the task. Being able to send client tasks segmented by who needs to do what and sent out by when it needs to be done—not a big barf of tasks to everyone at once —creates clarity for what your clients need to do. No one wants to get a list of tasks that includes some for others, and they certainly don’t want to see and be reminded of tasks they can’t do yet.
➡️ Financial Cents ⬅️ is best in class for this! You can send specific tasks to individuals and have them sent in groupings to deploy when they can actually be done. For example, you can request bank statement requests from a client’s admin before your firm’s monthly close task list starts, and then you can have a task for the owner to download reports after you have closed the books. Here’s a quick video on how they work.
Seven: Client task reminders
We all need a nudge now and then, and automating a gentle reminder of what they need to do is likely appreciated.
Eight: Custom client uploads
Make it easy for clients to upload docs and files for you, including customizing where they go. For us at Calmwaters, we generally want documents to go to Dext, and we can customize the button text and the upload link to open Dext for them. This way, clients don’t need to scramble around to open Dext or upload stuff where you don’t want them to. There are things that can come into FC though, especially with file reviews and remediation files, and FC has a solid system for client uploads.
Again, this is a best-in-class feature of ➡️ Financial Cents ⬅️. I don’t know of any other accounting practice management system that you can customize the upload button.
Nine: Recats
Streamline your firm's process for managing your clients’ QBO unknown transactions. Keeping this process—asking clients for transaction details, including uploading receipts and chatting about the item—in Financial Cents makes it easy for them to do and keeps it in your technology that they are already confident in.
Ten: Text reminders
Go where they live, and often, they live on their mobile devices.
Retaining happy clients is great for team morale and a heck of a lot easier and less costly than finding and onboarding new ones! So create an experience that makes their lives easier by using processes, technology, and automation of practice management apps’ key client collaboration features.
Featured Template
~~~
Featured Template ~~~
15% off discount code: BLOG
Insightful Accountant Presents: Practice Management Apps - Internal Use and Client-Facing
Tuesday, October 15, 2024
3:00 - 4:00 PM
Simply yours, Kellie :-}
::Shameless Call To Action::
I sell bookkeeping templates, standard operating process handbooks and client guides.
15% off discount code: BLOG
