Episode 98: How to Streamline Client Onboarding Using Automation with Brooke Swan

Dec 19

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Conquering Workflows & Systems for Bookkeepers & Accountants podcast with Alyssa Lang, founder of Workflow Queen and Magnetic Bookkeeping & Consulting and Brooke Swan, the founder and CEO of Clarity Bookkeeping & Consulting. Episode topic: How to Streamline Client Onboarding Using Automation with Brooke Swan.

Alyssa Lang interviews Brooke Swan, Owner of Clarity Bookkeeping & Consulting and The Aligned Self, on client onboarding systems. Alyssa and Brooke chat about the challenges of streamlining onboarding, utilizing tools like Content Snare for efficiency, and reimagining workflows to transform both team dynamics and client experiences!

In this episode you’ll hear:

What distinguishes your onboarding from your cleanup processes
How to visually map out processes for better clarity and workflow
Why separating onboarding and cleanup enhances operational efficiency
How tools like Asana and Content Snare streamline the onboarding experience

Resources mentioned in this episode:

💻 Effortless Client Requests for Bookkeepers & Accountants

💻 Kickoff with Asana for Bookkeepers & Accountants

⚙️ Content Snare

📋 Large sticky notes for planning & processing mapping

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Picture this: you’ve just signed a new client. You’re excited to start working together, but then the dread sets in. You realize onboarding is about to be another marathon of emails, document requests, and endless back-and-forth. Sound familiar?

What if I told you there’s a different way?

In my latest podcast episode with the amazing Brooke Swan, we tackled one of the most common pain points for bookkeepers and accountants: onboarding. From automating the process to separating it from cleanup (yes, they’re not the same thing!), we’re breaking down how to turn onboarding into a smooth, efficient experience for you and your clients.

Whether you’re a team of one or running a full firm, these strategies will save you time, reduce stress, and create a better experience for everyone involved.

Why Separating Onboarding and Cleanup is a Game-Changer

One of the biggest mistakes we see? Treating onboarding and cleanup as the same process.

Onboarding is about getting access: logins, tax documents, and anything else you need to start working. Cleanup, on the other hand, is when you dig into the books and start organizing the financial chaos.

Here’s the problem: when you combine these steps, you overwhelm both yourself and your clients. They’re not ready for cleanup questions yet, and you end up asking for things that could wait.

Brooke explained it best: “Onboarding is about getting the tools. Cleanup is about doing the work. Separating the two not only keeps things clear but also speeds up both processes.”

If you’ve been lumping them together, take a moment to rethink your approach. Tools like 💻 Kickoff with Asana can help you map out distinct workflows for onboarding and cleanup, making sure each step is clear, intentional, and streamlined.

How to Map Out Your Process

Before you automate, you need clarity. That’s where process mapping comes in. It doesn’t have to be complicated, Just grab a pen and some paper (or 📋 large sticky notes for planning & process mapping) and get started.

Identify Key Steps: Write down the major phases of onboarding, like sending contracts, requesting documents, and setting up systems.
Spot Bottlenecks: Highlight areas where things slow down, like unclear requests or follow-up emails.
Streamline: Ask yourself how you can make each step easier. Can you automate reminders? Pre-fill forms?

Pro Tip: Use color coding to separate onboarding tasks from cleanup tasks. This will help you visualize how distinct these processes are and where to focus your energy.

Tools to Transform Your Onboarding

Once you have your process mapped out, it’s time to bring in the tools that can take it to the next level.

Asana for Task Management

Asana helps you keep track of every step in the onboarding process.

Templates: Create reusable workflows for every new client.
Accountability: Assign tasks to team members and set clear deadlines.
Visibility: See exactly where each client is in the onboarding process.

💻 Kickoff with Asana walks you through how to set this up for your firm so you can save time and avoid the stress of manual tracking.

Content Snare for Client Communication

Content Snare simplifies the process of gathering documents and information from clients.

Conditional Logic: Only show clients the questions they need to answer.
Auto-Reminders: Never chase a missing document again.
Clear Requests: Ensure clients know exactly what to send and where to send it.

💻 Effortless Client Requests for Bookkeepers & Accountants includes templates and step-by-step instructions to make Content Snare work seamlessly in your onboarding process.

Adding Value to the Client Experience

Here’s the thing about onboarding: it’s not just about efficiency. It’s also your client’s first real experience working with you. A smooth, professional onboarding process sets the tone for your entire relationship.

Imagine sending your clients a systemized onboarding request that’s clear, easy to follow, and even includes options for a call or video submission if they prefer. That’s what tools like Content Snare allow you to do.

And if you’re feeling overwhelmed by where to start, begin with the basics. Use those sticky notes to map your current process and look for quick wins:

Are your emails clear and easy to follow?
Could you automate reminders instead of manually following up?
Is your team empowered to handle onboarding without your constant involvement?

The Impact of Automation

When Brooke and I first started our firms, onboarding was a headache. It took weeks (sometimes months!) to get clients fully set up, and most of that time was spent chasing documents and clarifying requests.

Now? Thanks to tools like Asana and Content Snare, onboarding is a breeze. Most of our clients are fully onboarded within two weeks, some in just a few days!

Automation doesn’t just save time. It creates a better experience for your clients, frees up your mental bandwidth, and lets you focus on the work you actually love.

Ready to Simplify Your Onboarding?

Onboarding doesn’t have to feel like a chore. With the right tools, a clear process, and a little bit of planning, you can turn it into one of the easiest parts of your workflow.

Want to take the next step?

Check out 💻 Effortless Client Requests for ready-to-use templates.
Dive into 💻 Kickoff with Asana to organize your tasks and timelines.
Grab 📋 large sticky notes and start mapping out your process today.

Your future self (and your clients) will thank you.

About our guest:

Brooke Swan is the founder and CEO of Clarity Bookkeeping & Consulting. She started her firm in 2018 with the goal of helping business owners not only understand their finances, but enjoy a better work-life balance and helping them build the business of their dreams. Through their advisory services and creative strategic approaches, Clarity has helped hundreds of business owners reach their goals!

Brooke operates her firm on a 4-day work week that values efficiency, collaboration, and positivity which also allows her team to enjoy a better work-life balance as well! Brooke has a burning desire to help others and has been coaching other bookkeeping business owners for years. She now exclusively coaches with Team Workflow Queen in their Breakthrough program.

Connect with Brooke:

Check our her website: https://www.claritybkpg.com/

Follow her on Instagram: @brookeashleyy_

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