Onboarding looks different in every practice group

Family and commercial law firms

Conflict checks, identity verification and matter-specific disclosure forms are usually the heaviest manual steps in a law firm's intake. We typically find these duplicated across at least two systems: a spreadsheet used by reception and a separate field inside the practice management platform. Digitising the intake form so it writes once into the matter record removes one of those two entry points entirely.

Welcome sequences for legal clients tend to focus heavily on setting expectations around timeframes, given how often new clients arrive anxious about a dispute or transaction. We build sequences with the fee earner's own voice in mind, not a generic template.

Accounting and tax advisory practices

Accounting firms often onboard clients in batches around financial year end, which puts real strain on manual intake steps that work fine the rest of the year. We look closely at how ATO-related documentation, engagement letters and fee agreements move between the practice's document system and its CRM, and where that flow breaks down under seasonal volume.

Time-to-first-engagement matters differently here. A client who signs in July and hears nothing until September has effectively lost two months of planning time, which is a measurable cost to the relationship.

Financial and business advisory firms

Advisory engagements frequently require detailed fact-finding at the outset, covering financial position, goals and risk tolerance. This information is valuable, but collecting it through a long static PDF creates a poor first impression and a high rate of incomplete submissions. We redesign these as staged digital forms that save progress and pre-populate CRM fields as each section is completed.

We have also worked with advisory groups whose CRM already supported form integration but had never been configured to use it, meaning the fix required no new software at all.

Multi-office and franchised practices

Firms operating across several offices, or under a franchise style branding arrangement, often run inconsistent intake processes between locations. One office might have a well-built digital form while another still relies on faxed documents. Our mapping phase compares each office's process side by side, and our recommendations aim for a shared baseline that each location can still adapt slightly for its own client base.