The client onboarding process is the first real experience a new client has of working with you. Done well, it's quick, clear and reassuring. Done badly, it's a stream of emails asking for the same information twice, forms to print and sign, and silence while things happen behind the scenes.
This guide sets out a client onboarding checklist for UK professional services firms, explains how to automate each step, and covers what to look for in client onboarding software.
What is client onboarding?
Client onboarding is everything that happens between a client agreeing to work with you and the work properly starting. For a professional services firm, that typically includes collecting information, identity and anti-money-laundering checks, an engagement letter or terms, setting up the client in your systems and a kick-off meeting.
Client onboarding checklist
Use this as a starting point and adapt it to your firm.
Before the client signs
- Confirm the scope of work, fees and timescales in writing.
- Check for conflicts of interest, where relevant.
- Send a proposal or quote the client can accept online.
Agreement
- Send the engagement letter or terms of business for e-signature.
- Collect payment details or a deposit, if required.
Information and checks
- Collect the client's details through one secure form, not email.
- Run identity verification and anti-money-laundering (AML) checks where your sector requires them. Accountants, financial advisers, solicitors and estate agents all have AML obligations.
- Collect the documents you need, such as ID, statements, previous accounts or letters of authority, through a secure upload.
- Record consent for how you will contact the client and handle their data.
Set-up
- Create the client in your CRM, practice management or back-office system.
- Create the client in your accounting software for billing.
- Set up folders, projects or jobs for the work.
- Assign the team and add key dates to the calendar.
Welcome
- Send a welcome message explaining who will do what, what happens next and how to get in touch.
- Book the kick-off meeting.
- Check in after the first few weeks to make sure everything is on track.
Why automate the client onboarding process?
Most of the checklist above is information moving from one place to another. Done manually, it means retyping, chasing and a checklist in someone's head. Automating it gives you:
- a faster start, so clients aren't left waiting;
- fewer mistakes, because information is entered once;
- complete records for compliance, with every check and document logged;
- a consistent experience, whichever member of the team is responsible;
- visibility, with a clear view of which clients are stuck and why.
How to automate client onboarding
1. One secure form
Replace emailed questionnaires with a single online form that adapts to the client's answers and saves progress. The answers feed straight into your systems.
2. E-signature
Send engagement letters automatically from a template, filled with the client's details, and move the process on as soon as they're signed.
3. Identity and AML checks
Connect your onboarding flow to an electronic identity verification provider, so checks start automatically once the client has submitted their details. Results are stored against the client record, and anything flagged goes to a person.
4. Document collection
Give clients a secure upload link showing exactly what's outstanding, with polite automatic reminders until everything has arrived.
5. System set-up
Once the paperwork is complete, create the client in your CRM, practice management system and accounting software automatically, with folders and tasks set up from a template. Our guide to CRM integration explains how these connections work.
6. Welcome and kick-off
Send a personalised welcome email and a link to book the kick-off meeting, and remind the team of the next steps.
Client onboarding software: what to look for
There are three main approaches:
- Features in software you already use. Many practice management systems and CRMs include onboarding forms and checklists.
- Dedicated client onboarding software, which typically combines forms, e-signature, ID checks and document collection.
- A tailored workflow that joins your existing tools together, useful when your process spans several systems or doesn't fit a standard product.
Whichever you choose, check that it:
- works with your CRM, practice and accounting systems;
- supports the identity and AML checks your sector needs;
- stores data securely, ideally in the UK or EU;
- gives clients a simple experience on a phone;
- shows your team what's outstanding for every client;
- keeps an audit trail.
Sector notes
- Accountants can combine onboarding with professional clearance and the first records request. See AI for accountants.
- Financial advisers can link onboarding to the fact-find and KYC. See AI for financial advisers.
- Clinics can collect medical history and consent before the first appointment, treating health data as special category data under UK GDPR.
How FDE Solutions can help
We build digital client onboarding for UK firms: one guided flow for forms, documents, checks and signatures, connected to the systems you already use, with your team seeing exactly what still needs a person.
Read about our intelligent automation service or book a discovery call.
