Client communication software checklist for accountants
A structured checklist for evaluating client communication and portal software — covering document exchange, notifications, permissions, and client experience.
Contents
- 1.Before evaluating
- 2.Document exchange
- 3.Notifications and reminders
- 4.Permissions and security
- 5.Client experience
- 6.The real test
- 7.Disclosure
- 8.How many features should a client portal have?
- 9.Should we prioritize staff experience or client experience?
- 10.What is the most overlooked item on this checklist?
- 11.How do we score our evaluation?
Before evaluating
The most important test is not whether the portal has features — it is whether a client can complete a task without calling your office for help. Test every workflow from the client's perspective, on mobile.
Document exchange
- ✓Clients can upload documents without creating a complex account
- ✓ Document request templates can be reused and customized per engagement type
- ✓ Upload status is clear to both client and staff — received, pending review, processed
- ✓ Versioning behavior is clear when a client re-uploads a corrected document
- ✓ Deliverables can be sent securely with download confirmation
- ✓ Bulk download and archival are possible for engagement completion
Notifications and reminders
- ✓Clients receive email notifications when action is needed
- ✓ Notification frequency is configurable to avoid overwhelming clients
- ✓ Staff receive alerts when clients upload documents or complete tasks
- ✓ Automatic reminders fire for outstanding document requests
- ✓ Reminder escalation is available — increasing urgency for overdue items
- ✓ Clients can adjust their notification preferences
Permissions and security
- ✓Client access is limited to their own data — no cross-client visibility
- ✓ Default sharing settings are restrictive, not permissive
- ✓ Staff permissions are role-based — partners see everything, staff see assigned clients
- ✓ Audit logs track document access, downloads, and changes
- ✓ Two-factor authentication is available for both staff and clients
- ✓ Data encryption in transit and at rest
Client experience
- ✓First-time access works smoothly on a mobile phone
- ✓ The interface is simple enough for non-technical clients
- ✓ Branding matches your firm's identity
- ✓ Client can complete common tasks in under three clicks
- ✓ Help documentation or tooltips are available for confused clients
- ✓ Password reset process is self-service and straightforward
The real test
Give the portal login to someone who is not on your team — a friend or family member who represents your typical client demographic. Watch them try to upload a document. If they hesitate, your clients will too.
Disclosure
Some links on this page may be referral links. If you choose a tool through one of these links, it may support this site at no extra cost to you. We only include tools we would evaluate ourselves.
How many features should a client portal have?
+Fewer than you think. The highest-adoption portals do three things well: document exchange, e-signatures, and notifications. Every additional feature adds complexity that reduces client adoption. Start with the minimum and expand based on actual client feedback, not anticipated needs.
Should we prioritize staff experience or client experience?
+Client experience, without question. Your team can adapt to a less-than-perfect interface because they use it daily and are motivated to learn. Clients interact with your portal infrequently and will abandon it if the first experience is confusing. Build around client usability and train your staff to work within that framework.
What is the most overlooked item on this checklist?
+Mobile first-time access. Most firms test their portal on a desktop computer, but most clients first encounter the portal on their phone via an email link. If the mobile experience is poor — slow loading, difficult navigation, broken formatting — adoption never recovers.
How do we score our evaluation?
+Use a three-point scale: works well, needs improvement, or unacceptable. Any item marked unacceptable in the permissions or client experience sections should disqualify the platform. The best portal is the one with no unacceptable items, not the one with the most 'works well' marks.