How CPA firms can stop chasing clients for documents
A guide for accounting firms in Houston.
Collecting documents is the biggest workflow problem accounting firms report. A per-client checklist with automatic reminders takes most of the chasing off your staff.
The size of the problem
In Financial Cents' 2024 survey of 367 accounting and bookkeeping firms, 65.2% said getting information and documents from clients was their biggest workflow challenge, and more than half said documents arrived only after several days.
Why manual reminders fail
- They depend on someone remembering to send them during the busiest weeks of the year.
- They come from different people's inboxes, so clients do not know which request is current.
- They ask for "your documents" instead of the three specific items still missing.
- Nobody can see, across the firm, which returns are waiting on which client.
A better system
- Build a checklist for each client from last year's return, so the request lists exactly what is needed.
- Send one request, then reminders on a set schedule by email and text until every item is in.
- Stop reminders automatically as items arrive, and send a thank-you when the list is complete.
- Give staff one view of every client's status, sorted by how long they have been waiting.
- Escalate to a phone call only after the automated reminders run out.
Keep it secure
Ask clients to upload through a secure portal rather than replying with attachments. Make sure the tools you use are covered by your firm's written information security plan.
Frequently asked questions
Will clients be annoyed by automatic reminders?
Reminders that list exactly what is missing and stop as soon as it arrives are usually welcome. Vague, repeated requests are what annoy people.
Does this replace our client portal?
No. Reminders point clients to the portal you already use and track what has been uploaded.
Sources
Tax season document collection for a CPA firm
A small CPA firm spends tax season chasing clients for missing documents. The fix is automatic reminders that follow up until files arrive, plus intake and file search.
Example engagementExtension season for a CPA firm
A CPA firm files hundreds of extensions in April and then loses track of them until October. The fix is one tracked list, reminders that start in summer, and a plan for disaster postponements.
ServiceAI Intake and Lead Follow-Up
Missed-call text back, website chat, automated follow-up, online scheduling, and a direct connection to your CRM or case management system.
ServiceInternal AI Tooling
Tools that draft routine documents, search across your firm's files, and build reports automatically. Set up for how your firm already works.