Client Journey: A Client Case Study

When Nancy first reached out, she was a solo bookkeeper managing MANY clients and struggling to keep up. Her days were chaotic, each client had unique requirements, and there were no consistent processes in place. Onboarding new clients was inefficient, communication felt scattered, and time felt wasted searching for information or answering the same client questions repeatedly. Her true goal was to simplify, streamline and grow her business sustainably.

To address these challenges, we focused on:

1. Mapping her client journey: Identified gaps and inefficiencies, including missing templates, unclear communication points, and repetitive tasks.

2. Streamlining onboarding: Created a consistent workflow with a digital intake form, standardized checklists, and templates.

3. Documenting workflows and communications: Developed clear processes for recurring tasks like monthly reconciliations, client check-ins, and client meetings.

The results:

- Established consistent workflows that reduced stress and improved accuracy.

- Improved client satisfaction with proactive and professional communication.

- Gained confidence to onboard new clients seamlessly.

- Utilized the tools created to identify qualified clients vs those better off being outsourced elsewhere.

Nancy’s experience highlights the power of streamlined systems and intentional processes. If the back-end of your business feels like it’s holding you back, imagine what you could achieve with more time, less stress, and a solid foundation. It might just be time to make that change; and I’m here to help.