280 Clients - Document Collection + Status Updates
Platforms involved
An accounting firm in Saskatchewan with 6 staff and 280 clients had an average file completion time of 3 weeks from engagement to complete file - not because the work was slow, but because document collection was a nightmare. Clients would submit partial documents, the accountant would request more, the client would forget, the accountant would follow up manually, and the cycle would repeat. Clients also had no visibility into where their file stood, generating a constant stream of 'where are we at?' emails that consumed 1 to 2 hours per day of staff time.
The one-time setup work - the systems, automations, and infrastructure we put in place before the ongoing management begins.
Built a client document collection system - a Typeform that walks clients through exactly what documents are needed, with file upload for each item and clear instructions
Connected the document collection form to Google Drive via Zapier - submitted documents automatically organize into the client's folder with the correct naming convention
Built a document completion tracking system in Google Sheets - automatically updated when documents are submitted, showing each client's completion percentage
Created an automated reminder sequence - clients with incomplete document submissions get a daily reminder with a direct link back to their specific form
Built a client status update automation - weekly email to each active client showing their file status (documents received, in progress, awaiting review, complete)
Connected DocuSign to Google Workspace - signed engagement letters automatically create a client folder in Google Drive and trigger the document collection form
Built a Zapier workflow to sync QuickBooks client data with the document collection system - new clients in QuickBooks automatically trigger an engagement letter and document request
Created a file completion notification - when all documents are received, the assigned accountant gets a Slack notification and the client gets a confirmation email
Set up Google Workspace for the full team - shared drives for each client, standardized folder structures, and access controls
The ongoing work included in the monthly membership - monitoring, maintaining, updating, and improving the systems we've built.
Monitor the document collection pipeline - review completion rates, verify reminder sequences are firing, and flag any clients who haven't submitted documents in 7+ days
Manage the document collection Typeform - update required document lists for different client types, fix any technical issues, and adjust the reminder timing
Review the client status update automation - verify weekly emails are sending correctly, update the status categories as needed
Manage Google Workspace - add new staff, update client folder permissions, maintain the document template library
Monitor DocuSign workflows - verify engagement letter routing is working, update templates when terms change
Monthly reporting - pull document collection completion rate, average time-to-complete-file, and status inquiry email volume for the managing partner's review
Quarterly: audit the full client database for outdated contact information; rebuild the document collection form for the new tax year
The Result
Average file completion time reduced from 3 weeks to 8 days. Status inquiry emails eliminated. Document collection completion rate improved from 55% to 93%.
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