A repeatable onboarding process is the difference between a firm that scales smoothly and one that drops the ball every time a new client signs up. This guide gives you a complete onboarding checklist and a client intake form template you can copy and customize for your firm.
The Complete Onboarding Checklist
Use this as a job template in your practice management software. Each item should be a task assigned to a team member with a due date.
Phase 1: Before the First Meeting (Day 1-2)
- Send welcome email — Introduce yourself and your team, outline what happens next, and set expectations for response times
- Send engagement letter — Define scope of services, fees, payment terms, and responsibilities. Get it signed before starting any work (use electronic signatures to speed this up)
- Send client intake form — Collect business details, contact information, and financial background (see template below)
- Set up client in practice management software — Create the client record, add contacts, and assign the responsible team member
- Create client folder structure — Set up document folders (tax returns, financial statements, correspondence, engagement letters)
Phase 2: Information Gathering (Day 2-7)
- Collect signed engagement letter — Don’t proceed until this is returned
- Collect completed intake form — Follow up if not returned within 3 business days
- Request prior year tax returns — At minimum the last 2 years for individuals, 3 years for businesses
- Request access to accounting software — QuickBooks, Xero, or other platforms. Get read-only access first
- Request bank statements — Last 3-6 months depending on services
- Request prior accountant’s contact — For transfer of records if switching firms
- Collect billing information — Credit card or ACH details for recurring payments
- Send document request list — Use a client request feature to track what’s been received and what’s outstanding
Phase 3: Setup & Review (Day 7-14)
- Review prior year returns — Note any carryforward items, elections, or issues
- Review accounting software — Check chart of accounts, reconciliation status, and data quality
- Identify immediate issues — Unfiled returns, overdue payments, bookkeeping cleanup needed
- Set up recurring jobs — Create templates for all regular work (monthly bookkeeping, quarterly BAS/GST, annual tax return, etc.)
- Set up calendar deadlines — Add all known due dates for the client
- Add client to relevant workflows — Month-end close, tax season planning, etc.
Phase 4: Kickoff Meeting (Day 7-14)
- Schedule kickoff call/meeting — 30-45 minutes is usually sufficient
- Review scope and expectations — Walk through what you’ll do, when they’ll hear from you, and what you need from them
- Discuss communication preferences — Email, phone, portal? How often do they want updates?
- Introduce the client portal — Show them how to upload documents, view shared files, and communicate with your team
- Discuss long-term goals — Are they looking to grow? Sell the business? Reduce tax liability? This shapes your advisory relationship
- Set next check-in date — Book a 30-day follow-up to ensure everything is running smoothly
Phase 5: Post-Onboarding (Day 30)
- 30-day check-in — Ask how the first month went, address any concerns
- Review workflow — Is the recurring work running smoothly? Any tasks being missed?
- Update client record — Add any new information learned during the first month
- Archive onboarding job — Mark the onboarding task as complete in your practice management tool
Client Intake Form Template
Copy and customize this for your firm. Send it as a form, PDF, or through your client portal’s document request feature.
Business Information
| Field | Response |
|---|---|
| Legal business name | |
| Trading name (if different) | |
| ABN / EIN / Tax ID | |
| Business structure (sole trader, partnership, company, trust) | |
| Date business established | |
| Industry / type of business | |
| Business address | |
| Number of employees | |
| Annual revenue (approximate) |
Primary Contact
| Field | Response |
|---|---|
| Full name | |
| Role / title | |
| Email address | |
| Phone number | |
| Preferred communication method (email / phone / portal) |
Additional Contacts
| Field | Response |
|---|---|
| Name & role (e.g., bookkeeper, office manager) | |
| Email address | |
| Should this person have portal access? (Yes / No) |
Current Financial Setup
| Field | Response |
|---|---|
| Accounting software used (e.g., QuickBooks, Xero, MYOB, none) | |
| Who currently does the bookkeeping? (In-house / outsourced / no one) | |
| Are bank accounts reconciled and up to date? | |
| Do you have a payroll system? If so, which one? | |
| Previous accountant’s name and contact (for record transfer) |
Services Required
| Service | Needed? |
|---|---|
| Monthly / quarterly bookkeeping | Yes / No |
| BAS / GST / sales tax lodgement | Yes / No |
| Payroll processing | Yes / No |
| Annual tax return preparation | Yes / No |
| Financial statement preparation | Yes / No |
| Tax planning and advisory | Yes / No |
| Other (please specify): |
Key Dates
| Date | Details |
|---|---|
| Financial year end | |
| Next tax return due date | |
| Next BAS / GST due date | |
| Other important deadlines |
Additional Notes
Is there anything else we should know about your business or financial situation? Any immediate concerns or priorities?
Automating the Onboarding Process
Once you’ve onboarded 5-10 clients manually, it’s time to automate. Here’s what to systematize:
Create a Job Template
In your practice management software, create an “Onboarding” job template with all the checklist items above as subtasks. When a new client signs up, create a new job from the template and it’s ready to go — every step pre-loaded with the right assignments and due dates.
Use Client Requests for Document Collection
Instead of emailing clients a list of documents and hoping they send everything, use a client request feature that:
- Lists exactly what documents you need
- Lets clients upload directly (no email attachments)
- Tracks what’s been received and what’s outstanding
- Sends automatic reminders for missing items
This alone can cut your document collection time in half. For more on this, see how to let clients upload files without logging in.
Build a Welcome Email Template
Write your welcome email once, then reuse it. Include:
- A brief introduction to your firm and the team member they’ll work with
- What to expect in the first 2 weeks
- A link to complete the intake form
- A link to the client portal (if applicable)
- Your standard response time (e.g., “We respond to all emails within one business day”)
For more on effective client communication, see our guide on communication skills for accountants.
Common Onboarding Mistakes
Starting work before the engagement letter is signed. This creates scope ambiguity and billing disputes. Always get the letter signed first.
Not requesting documents early enough. Don’t wait until you need them. Request everything in Phase 2 so it’s ready when you start the actual work.
Skipping the kickoff meeting. A 30-minute call at the start prevents hours of back-and-forth later. Use it to align on expectations and show the client how to work with you.
No follow-up after onboarding. The first 30 days set the tone. A quick check-in shows clients you care about the relationship, not just the work.
Not using a repeatable process. If every new client is onboarded differently, quality will be inconsistent and things will get missed. Use a template.
Frequently Asked Questions
How long should client onboarding take?
Plan for 2 weeks from signed engagement letter to “business as usual.” Complex clients (messy books, multiple entities, switching from another firm) may take 3-4 weeks. The goal is to have recurring work running smoothly by the end of the first month.
What if the previous accountant won’t release records?
Clients have a right to their records. If the previous accountant is unresponsive, have the client send a formal written request. In most jurisdictions, accountants are required to return client records regardless of outstanding fees. If needed, contact your professional body for guidance.
Should I charge for onboarding?
It depends on your pricing model. If you charge fixed fees or packages, the onboarding cost is typically included in the first period’s fee. If you bill hourly, consider absorbing the onboarding cost as a goodwill gesture — it’s an investment in a long-term client relationship. Some firms charge a one-time setup fee for complex onboardings.
What’s the minimum I should collect before starting work?
At bare minimum: signed engagement letter, completed intake form, access to accounting software, and prior year tax returns. Without these, you’re working blind.