What is a Client Portal for Accountants?

A client portal is a secure online platform that enables accountants and their clients to exchange sensitive financial documents, collaborate on projects, and communicate efficiently. It serves as a centralized hub where clients can access their accounting records, upload documents, and receive updates from their accountants, all while ensuring the highest levels of security and confidentiality.

Why Does a Great Client Portal Matters to Accounting Firms?

Your client portal is the online face of your firm. It’s the first place your clients go to share and access documents, securely communicate, and manage their tasks. And clients expect great online experiences. Ever since clients started online banking, they expect portals that deliver the same level of security, convenience, and 24/7 access that banks provide. 

Security

Your online portal is a central piece of your firm’s online security posture. It protects sensitive personal and business information while ensuring compliance with IRS, federal, and state regulations. These regulations mandate that sensitive client data be sent using secure, encrypted channels. These same regulations highlight that email, SMS and other unsecured digital communications should not be used to send or receive sensitive information. Some regulations go further and stipulate penalties up to $100K per violation. By using a secure client portal, you demonstrate to your clients that you take security seriously while also protecting your business. 

Best Practices for Security

• Ensure the portal is compliant with IRS regulation 4557 and is regularly updated to handle the latest security threats.
• Two-Factor Authentication: Always turn on two-factor authentication for all employees. Provide your clients with the option to use two-factor authentication.
• User Training: Educate employees and clients on security best practices to prevent breaches.

Client Experience

Secure Portals Only Work if Your Clients Play Along

The most critical factor in a client portal is client adoption. If clients don't use the portal, none of the portal’s features or benefits matter. To ensure that as many clients as possible use the portal, make sure you focus on core usability. Look for convenient login options, mobile apps for both Android and iOS, mobile web, and modern design. Also, make sure the portal has as many of the features you need as possible. Clients prefer to have a single place to do business with the firm instead of having to log into multiple places. 

Essential Features Checklists 

Choosing the right client portal is crucial for ensuring a smooth and efficient experience for both your firm and your clients. The following checklists cover key convenience and communication features that your portal should include to meet modern expectations. By focusing on these essential features, you can enhance usability, security, and overall satisfaction. Here’s what to look for:

Convenience features:

• Custom Branding: Your client portal is the digital front door to your firm. Leverage custom branding to reinforce your unique identity and create a memorable experience.
• Intuitive Design: A well-designed client portal should be effortless to navigate, ensuring clients can access the information and tools they need without frustration.
• Seamless Login: Eliminate the hassle of remembering complex usernames and passwords. Look for portals that offer biometric authentication or integration with popular social logins like Google and Microsoft.
• Mobile-First Approach: Cater to the needs of power users by providing dedicated mobile apps for both Android and iOS devices, ensuring convenient access on the go.
• Responsive Web Experience: For new and casual users, a responsive mobile web experience allows them to access the portal's features without the need to download an app.
• Tablet Optimization: Many clients, especially retirees, prefer the larger screen real estate of tablets. Ensure your client portal is optimized for a seamless tablet experience.
• Mobile Document Scanning: Empower clients to easily share physical documents by leveraging their smartphone or tablet cameras as a mobile scanner, streamlining the process of sending paperwork to your firm.

Communication features:

• Timeline view: Providing firm employees with a chronological timeline view of all client-facing communication improves employee productivity and allows them to better serve clients by providing all the information they need in a single place. 
• Email Integration: Integrating email into the portal is important to provide a full view of all digital client communication in one place. 
• Secure Messaging: Firms and clients need a place to share sensitive information securely. Since email and SMS texting are not compliant, include secure messaging.
• Secure File Transfer: Firms and clients need to share sensitive and large files securely.
• Two-way business texting: Essential for firms that text their clients. Keeping client data off of personal phones is critical from a security perspective -- especially since that data will leave with the employees when they leave the firm. 
• Electronic Signatures: Including electronic signatures in the portal eliminates another place to look for documents
• Structured request lists: Providing your clients with clear, interactive to-do lists keep them on track and help prevent items from slipping through the cracks. 
• Automatic Reminders: Having the system follow up with outstanding items takes the administrative burden off the team while keeping clients on deadline. 

Implementation Tips

Once you’ve selected your portal based on the points above, ensure a smooth transition for your clients.

1. Communicate the change early: Inform your clients of the upcoming change as soon as possible. The more time they have to adjust, the more likely they are to embrace the new portal.
2. Highlight Benefits: Point out key benefits like 24/7 access from any device, security, and having everything in one place. Draw parallels with the online banking apps they use.
3. Website Integration: Add the portal to your website, including screenshots of your branded mobile app.
4. Training and Support: Provide clients with training materials and support to help them navigate the new portal.

Ready to Upgrade Your Client Portal? 

Selecting a great client portal is a game changer for accounting firms of all sizes. Not only will it make both firms and their clients happier and more efficient, but they also keep data secure. If you’re ready to look deeper into the benefits, click the button below to access our comprehensive guide on implementing a client portal or schedule a demo with our team.

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