Moving Beyond Informal Client Management
When Leah McCool launched Orca Accounting in April 2024, she prioritized client experience. With experience in both public accounting and startups, she wanted to move away from informal communication practices.
“I didn’t love the informal approach of the startup environment. Most client communication happened over email, but I wanted to create a more branded, professional client experience.”
Initially, Leah managed clients virtually using fragmented tools: shared Google Drives, email, and text messages. This approach made onboarding stretch to approximately two weeks per client.
Streamlined Onboarding with a Branded Client Experience
After evaluating Dubsado, Karbon, and Moxo, Leah selected Assembly for its implementation ease, modern design, and pricing. She sought “a portal that was easy to implement, that I could do in a weekend, that was modern and that was just easy to use.”
She implemented custom onboarding forms, automated file folder setups, and Assembly’s Tasks app to guide clients through required steps, with contract templates sent during onboarding. Clients now access secure messaging, schedule check-ins via Calendly integration, receive shared reports in secure file channels, and pay invoices through the platform.
Dramatic Growth and Client Satisfaction
Within seven months, Orca Accounting quadrupled its client base. Leah attributes this directly to her portal’s professionalism and efficiency. The centralized approach eliminated time-consuming multi-channel communication, and task management provides accountability and visibility for outstanding items.
“Every client said this was such an easy onboarding experience. The first step of working together feels effortless, and that creates a powerful first impression.”
Leah plans to hire team members within the next quarter, confident the professional systems will scale appropriately.
“The client feedback has been overwhelmingly positive. My clients love the platform, and I love using it. The Tasks app and the entire process have been fantastic for our practice.”