Ultimate Client Onboarding Guide To QuickBooks Online
Ultimate clientonboarding guide toQuickBooks onlineUltimate client onboarding guide to QuickBooks onlinei
Table of contentsIntroduction1How to present QuickBooks online to your clients2Proposing your services to move clients toQuickBooks online5Step 1: Identify the need.5Step 2: Understand the goals.6Step 3: Determine the value.6Step 4: Create the options.7Step 5: Select the software.7Step 6: Present the proposal.8Setting up new clients and converting clients toQuickBooks online9Clients new to sion11Training your clients for long-term success12About the authors14Carla CaldwellErin Walsh Dyer
IntroductionImagine, for a moment, that I can see exactly what myclients see in their accounting systems: up-to-date bankand credit card transactions coded correctly in the general ledger, receipt images attached to transactions, and allof the details in accounts receivable and payroll shownin real time. When clients call and ask how a transactionaffects their profits or taxes, I can see what’s going on,whenever I want, without having to dial into a computer,requesting a backup or driving to their office.With QuickBooks Online Accountant and QuickBooks Online (QBO), we have this and much more, includingtools to clean up messes, make adjusting journal entriesand even organize team tasks within a firm. But, these arethe benefits to us – what do clients get? Reliable and upto-date information, less work to get their bookkeepingdone, and timely reports so they can run their business!Now, imagine a prospective client contacts you askingquestions about moving to QBO. You immediately thinkof how great it will be for both of you, but as the prospect asks questions about setting it up, do you start tocringe at the thought of doing the demo, proposal andonboarding? Do you want to implement a flat fee, but arenervous it could leave you holding the bag for a longerimplementation?If this sounds familiar, then you have come to the rightplace! In this “Ultimate Client Onboarding Guide,” youare going to find resources, articles, videos and advice onhow to make the onboarding of clients exciting, with lessdrudgery and less sweating the small stuff. With a plan inhand, you’ll have confidence in your process and will beable to provide a better experience for your clients thatwill invoke even further trust in your firm.Ultimate client onboarding guide to QuickBooks online1
How to presentQuickBooks online toyour clientsBy Carla CaldwellAs QuickBooks ProAdvisors , we have seen the powerof QuickBooks Online (QBO) for our own firms ineasily accessing client data and using accountantspecific tools. For our clients, we know about the bankand credit card feeds, anywhere/anytime access, easeof data entry, and integration of apps – but we need tomake sure we discuss the areas of the application thatDiscuss the areas of theapplication that are mostbeneficial for your clients’particular needs.are most beneficial for your clients’ particular needs.For example, clients who are invoicing customers on arecurring basis need to know how recurring invoices orrecurring sales receipts work in QBO. Know what yourclients are struggling with and where their processescan improve, then highlight those areas as you showthem QBO.NOTE: use the Test Drive of QuickBooks Online for afunctioning version of QBO that will look more like whatthe client experiences, complete with sample data.In addition, weave into the conversation - or perhapspoint it out on the third page of this customizableQuickbooks brochure - that QBO clients are moresuccessful when working with a ProAdvisor oraccounting professional.Ultimate client onboarding guide to QuickBooks online2
While talking to our clients face to face is important, weRegarding specific industries, most every industry is aalso need to be more socially active in discussing QBOgood fit, especially with integrated apps (Did you knowand its benefits. Let’s face facts: some of our clients maythat there are nearly 500?!).just not be ready to go to QBO now, but as they hearabout features and benefits, you will find that manyHere are a few examples of industries that are great fitscome back asking about something you said online orfor QuickBooks Online:in person to get even more information. Sometimes,the pain has to get so strong that they are really ready to move! For some tips on what to say, check out thisQuickBooks Messaging document provided by Intuit Service-based businesses such as graphic designers,architects and attorneys. to help you get started.Medical professionals who handle medical billingout of another system, and then enjoy the ease ofcategorization of their expenses in QBO.Finally, let’s get real about which types of clients are Restaurants, e-commerce businesses, and othercurrently a great fit for QBO. If clients are workingbusinesses that have sales systems. These businessesonline, want to grow their business or value workingcan integrate with QBO for expense tracking andwith their accounting professional on a more regularfinancial statement creation.basis than once a year (or you know they really needto!), then they definitely could be a great fit for QBO.If clients are working online,want to grow their businessor value working with theiraccounting professional on amore regular basis, then theydefinitely could be a great fitfor QBO.The bottom line is tounderstand our clients.So, who is not a good fit for using QBO? Extremelycomplex small businesses or those with a very highvolume, although we are seeing many may useintegrated apps to handle that part of their business,including serialized inventory or high-volume retail.Remember, most businesses can still use QBO for theirmain accounting functions, and make it easier for youto provide complete financial reports for them. On thepayroll side, we recommend QuickBooks Online forunder 50 employees.The bottom line is to understand our clients.Ultimate client onboarding guide to QuickBooks online3
A small business owner who does professional servicesmanually created invoices for her clients each month,emailing them out to the client. With QBO, she nowsends them automatically as repeating online invoices,with QuickBooks Payments turned on. Now, instead ofwaiting weeks to receive checks in the mail that she musttake to the bank, her customers click a button, pay theinvoice, and the business owner receives emails lettingher know each time an invoice paid. Her cash flow isgreatly improved, and she now can focus more on theHelping your clients realizethat you understand theirneeds and struggles will notonly give them confidence,but also move you to therole of trusted advisor.service to her client and less on servicing her business.Another small business owner runs a family-ownedphysical therapy office. It was running just fine onQuickBooks Desktop, but the owner thought havingonline access might be helpful in order for her to takehalf days on Friday and work from home. Her conversiontook less than an hour, including her payroll, and shenever missed a beat. A couple months later, she foundout that her son had to have major surgery and shewould be out of the office for a month caring for him. Shewas still able to run payroll, maintain her books easilyand never missed a beat. Her focus was on her son (whois doing fantastic!) and she had less to worry about backat the office since she was able to do things when andwhere she needed.Helping your clients realize that you understand theirneeds and struggles, and why you are recommendingQBO, will not only give them confidence, but also moveyou to the role of trusted advisor; better yet, you’ll haveyour clients for life!Ultimate client onboarding guide to QuickBooks online4
Proposing yourservices to move clientsto QuickBooks onlinetheir frustrations. I listen and take notes. Once they finishtelling me the issues they are having, I use a checklist togain further insight into the issues and begin shapingmy proposal.By Erin Walsh DyerHaving the conversation with your clients to movethem to QuickBooks Online (QBO) is just part of theonboarding process; you’ll also have to make somekey changes in your own practice, which begins withswitching to a cloud-based practice.Moving to the cloud or working more in the cloud thanyou already are says a lot about how we do business.Automation is king, which means less keyboard timeand, ultimately, less billable hours. We have to rethinkhow we calculate our price and propose our services toprospective clients.Step 1: Identify the need.Let’s start by discussing why the client is looking for you.In most cases, business owners and their staff will contactOnce they finish telling methe issues they are having,I use a checklist to gainfurther insight.an accounting professional because there is a problembeyond their ability. Basically, there is a pain point. Itcould be they don’t understand the software, don’t haveany accounting basics, are running behind, or they justWhat is going on now?want to run their business and leave the accounting tothe professionals. Fill out the “New Client details” section of the NewClient Onboarding Checklist.During your initial consultation – which could very well In addition, ask, “What are your bottlenecks?”be on the phone or through web meeting software like Probe a bit more by asking, “Are there any otherthe one we use, Zoom.us – we need to find out what thisinefficiencies?”pain point is. I find that during the first 10 or 15 minutesof most of our consultations, clients simply vent aboutUltimate client onboarding guide to QuickBooks online5
Step 2: Understand the goals.Step 3: Determine the value.After this short interview, we should have a good ideaBelieve it or not, hope has value. Relieving stress andof the software in play, the client’s experience and,other burdens from our clients’ work day has value –of course, frustrations. Now it’s time to change theand value is the new way of pricing our services. But,conversation and help them see there is hope. Ask thiskeeping track of your time by hour or minute is so easy,question: “If all the issues you’ve mentioned were gone,right? Why do we have to change?what would open up for you?” Then ask the additionalquestions below.If we become more efficient using apps and automation,our billable time decreases and we make less money; What is the dream?nobody wants that. However, let’s work less and keep How would you like to spend your work day?our earnings where they are or even grow them. Work What do you want to achieve in the next:smarter, not harder. 30 days 180 daysHow do we measure our value? Here are some really 60 daysgreat resources on this topic. I have to admit it took me 2 yearsawhile to wrap my head around this one. Once I finally 5 yearslearned, it became easy and I will never go back. Take alook at these resources.You would be surprised about how many of your newclients have not asked themselves these questions. Value pricing resourcesGetting the conversation turned to the “dream” helps How to measure the value of your servicesthem realize there is someone out there who can help.You have given them hope, and the new cloud modelhas shifted our role in the relationship with our clients.We are no longer data processing machines. Because ofautomation and online access, our time is now freed upto be their collaborator and work as part of their team.Value is the new way ofpricing.Now that there is hope in the conversation, let’s get youpaid for all the value you have already given them.Ultimate client onboarding guide to QuickBooks online6
Step 4: Create the options.Step 5: Select the Software.Back to our consultation: now that they have hope, I giveAn important thing to consider is what software yourclients the option to choose between several offer-clients need. It could be that during the conversation, youings. Having service options that can manage multipleestablish that there might be a better software that couldscenarios is a really good strategy. I usually let the clientsolve an issue or two. Below is a snapshot of the featureschoose between the three service options below andin all editions of QuickBooks Online and QuickBooksalways quote a flat fee for each of these:Self-Employed (Fig.1). Remember QuickBooks Payrolland QuickBooks Payments are add-ons built rightOption 1: We do the work. During the meeting, you mayinto QBO and can be added with a couple of clicks.have already established that the client would like to beSometimes the right solution makes all the difference.hands off. This means we will take on the entire scope ofwork.In other cases, QuickBooks Online may not solve forevery issue the client has, so it’s QuickBooks AppsOption 2: Client does the work. In some cases the client(Fig. 2) to the rescue. These apps can integrate with QBOjust needs a little push in the right direction. Coachingand provide not only accounting solutions, but industry-the client through their daily workflows is very beneficial.specific and other solutions as well. Here are a few thatThey learn it once and repeat their processes.might make your day and your client’s day a lot easier.You can locate hundreds of amazing apps on Apps.Option 3: Team effort. Some clients like to stay involvedcom, or by directly clicking the Apps tab from withinin their accounting on a certain level, so figure out whatQuickBooks Online Accountant.they want to continue managing. Make sure they aregood at it and coached properly through their workflows, and then you can take on the rest.Giving them options helps them feel in control rightaway and they are part of the solution. Plus, they usuallychoose what I would have recommended anyway.Fig. 1Ultimate client onboarding guide to QuickBooks onlineFig. 27
Step 6: Present the proposal.We’ve given the client hope for a better, more efficientway of managing their finances and suggested ways toimprove some efficiencies beyond accounting. Wow,what an amazing solution provider you have become!Now, let’s engage your new client.Intuit has some great sample engagement letters youcan download and modify for your purposes.Our time is precious andwe should use our cloudaccounting tools to improveour client’s workday—andalso our own.Or, you could use an app such as Practice Ignition. Thisapp has engagement letters, too, but takes this step toa whole other level. Practice Ignition syncs your QBOProduct Service list and allows you to manage all yourcontracts in one location. You can email your proposal,the client e-signs and, instantly, an invoice is posted inyour QBO. Amazing. Practice Ignition will also remindyou of expiring engagements so you can renew themquickly and easily.I hope you now have your next steps for engaging yourQBO clients. Congratulate yourself on embracing thisnew age of accounting. Our time is precious and weshould use our cloud accounting tools to improve ourclient’s workday—and also our own.Welcome to the cloud!Ultimate client onboarding guide to QuickBooks online8
Setting up new clientsand converting clientsto QuickBooks onlinePretty simple, right? The new QBO file should alreadyBy Erin Walsh DyerCompany Informationbe listed on your client dashboard in QBOA. Clickthenext to your client’s company name to open thefile. There are some settings you will need to look at onbehalf of your client. Gear Your Company Account and Settings CompanyCongratulations on securing your new client. Nowit’s time to set them up! Whether you’re setting up aImport Lists (optional)new client or moving your first client from QuickBooks Gear Tools Import DataDesktop or Mac to QuickBooks Online, the process is notas difficult as you may think. This section is designed toPayroll Set Upwalk you through the process, step by step, with easy-to- Left Navigation Workers Employees GetStartedfollow checklists.Customize Sales TemplatesClients New to QuickBooks Gear Your Company Account and Settings SalesIf your client is new to the QuickBooks family, setting upQuickBooks Online (QBO) is just a few clicks away. ThisConnect Appschecklist starts by working from the QuickBooks Online QBOA Apps Find AppsAccountant (QBOA) dashboard.Connect QB PaymentsLog into QBOA and look for the symbol at the top right. Gear Your Company Account and Settings PaymentsThis is the Quick Create menu. Make sure you are not in aclient’s file. You must be at the Your Practice screen or theworkflows below will not be there.Connect Bank Feeds Banking Add AccountNew set-upCreate new QBO subscriptionSet up Users and permissions QBOA Quick Create Client Follow prompts Choose subscription & who will pay theGear Your Company Manage Userssubscription feesUltimate client onboarding guide to QuickBooks online9
Converting clients from QuickBooks desktop toQuickBooks onlineIf your client is a QuickBooks Desktop user, there is awonderful conversion tool in both Desktop and Maceditions. Once the conversion tool has done its job, thereare additional steps.NOTE: The conversion outlined here is a transitionMost of the time conversionis quite easy. Walk through ittogether with your client.from Desktop Pro or Premier. If you are converting fromEnterprise or Mac, click these links to view additionalconversion steps.If you need more detailed information on this topic, lookat Module 1 of the QBO Advanced Certification course.It truly deep dives conversion. This video with PDF guide“Complex Conversions” is available in your QuickBooksProAdvisor tab or just click this link. QBO AdvancedCert: Module 1. I would recommend watching this at leastonce for an overall understanding of what could or couldnot happen during a conversion. Also, please be awarethat if your clients want to convert inventory, they will beconverting to FIFO costing in QBO. This same resourceprovides information on what to expect when convertinginventory.Most of the time conversion is quite easy. Walk throughit together with your client. I’ve split the process intothree phases: Pre-Conversion, Conversion and PostConversion.Ultimate client onboarding guide to QuickBooks online10
Pre-ConversionPost-ConversionThis Pre-Conversion checklist starts by working from theYou should have received the email from Intuit lettingQuickBooks Online Accountant (QBOA) dashboard. Logyou know the data has converted. In that same email,into QBOA and look for theyou can also access an Import Summary report to getsymbol at the top right.This is the Quick Create menu. Make sure you are not inmore insights on the conversion. Now, log back intoa client’s file. You must be at the Your Practice screen orQBOA and click thethese workflows below will not be there.name to open the file with imported desktop data. Younext to your client’s companywill need to have the QuickBooks Desktop file openFrom the Quick Create menu, you will be adding theas well. Now it’s time to perform some tasks to makeclient into QuickBooks Online Accountant. Downloadsure the conversion was successful, and then do a littlethe QuickBooks Online Conversion Checklist and followhousekeeping.all steps.As previously mentioned, follow the steps in the QuickBooks Online Conversion Checklist (Post-ConversionConversionsection) to ensure you have successfully completedconversion.Go to QuickBooks Desktop and verify the file is ready tomove over to QuickBooks Online. The conversion tool isCongratulations! Now you can collaborate and workin the Company Menu in QuickBooks Pro and Premier.with your client in real time. No more exchangingAccountant’s Copies or thumb drives. There are soContinue to follow the steps in the QuickBooks Onlinemany benefits to transitioning our client to QuickBooksConversion Checklist (Conversion section). If you areOnline, and this is just one. Enjoy the new freedom thatusing Enterprise or Mac, you can still convert. Click thesecloud accounting gives you both!Enterprise or Mac links to review additional resourceson those topics.Ultimate client onboarding guide to QuickBooks online11
Training your clients forlong-term successfeeds in QBO. But, as with anyone learning somethingBy Carla CaldwellRemember: your firm and its processes are new to them,new, clients need to hear things from you and your teammultiple times, and it often helps to do it in multipleways: tell them, email them or share a video, for example.not to mention using QBO, and every one of your teamwho interacts with your clients is responsible to guide theYou’ve determined which clients to move to QuickBooksclient through your processes. You’ll also need a handoffOnline (QBO), presented your proposal based on yourprocess with other team members, depending on theclients’ needs and even accomplished the conversionroles and functions they perform for each client.process from QuickBooks Desktop to QBO.Now it’s time to ensure your new client knows how towork with your firm. There is no cookie-cutter method,but there are certainly best practices.You’ll need them to know the following: Where they should send files. Who they contact for questions. How they can contact you with issues. How soon you’ll reply to their requests and emails. Their responsibility and yours regarding transactionClients need to hear thingsfrom you and your teammultiple times, and it oftenhelps to do it in multiple ways.entry or responding to a payroll issue.With clear expectations on how to work with your firmand their new software, not only will your clients havemore confidence in your services; they will feel muchmore at ease with the entire process. More than that, thiswill also help you deliver a better experience than theclients ever expected!You have likely already been training your clients insubtle ways throughout the onboarding process byhelping them to know where to upload documents, howto attach a receipt to a transaction or how to set up bankUltimate client onboarding guide to QuickBooks online12
Some firms conduct one-on-one training, while othersuse videos created by the firm. Combining thesetogether could be done by doing one-on-one trainingusing an online tool, such as Zoom or GoToMeeting,and recording the call. A link could then be sent to aclient to refer to later. Another option is to leverage thefree videos created by Intuit ; you’ll find them here.Finally, for firms onboarding many clients at once,some firms conduct their own classroom training, usingThere needs to be constantcommunication and trainingwith clients about what theyare doing or how you needthem to do a function.training templates provided here on the ProAdvisor/Training tab in QuickBooks Online Accountant. These arecustomizable for the firm, and could be a great resourceto begin a more formal training program for clients or thebusiness community at large.Finally, remember that training is never over. Just as theclient gets used to doing things a certain way, there maybe a change in their business and process, your process,an additional app to use, or another awesome updatein QBO that will make their business even better. Thereneeds to be constant communication and training withclients about what they are doing or how you need themto do a function. Also include training – or you can call itmarketing – on additional services you provide to otherclients, or other ways you help other business ownersand businesses to thrive.As you embrace all of these tips, tricks and resources, it isan exciting time in your business. You have fantastic toolsto provide great advice and insights into your clients’businesses and success than ever before.Good luck!Ultimate client onboarding guide to QuickBooks online13
About the authorsCarla CaldwellErin Walsh DyerCarla Caldwell is the owner of Caldwell Consulting &Erin is the ultimate bookkeeper’s friend! As aTraining. She works with business owners (especiallynational trainer for Intuit , Erin educates hundreds ofnon-profits) to bridge the gap between growing businessaccounting professionals every month for QuickBooksand specific accounting solutions. Carla also helpsAccountant University, and in 2015 The Bookkeeper’saccounting and bookkeeping firms implement the toolsFriend was named a top-20 Firm of the Future bythat help them be more successful – from value pricingIntuit. Prior to the launch of the Bookkeepers Friend,and process development to the apps that supportErin was a highly sought-after instructor for Intuittheir systems. Learn why companies are using CaldwellQuickBooks Training (Real World Training). During thisConsulting & Training to get better organized, moretime she educated thousands of QuickBooks desktopefficient systems and stronger results.students across the United States and Intuit Supportteams. She was named Trainer of the Year by RealWorld Training in December 2012.Ultimate client onboarding guide to QuickBooks online14
Create more time for yourselfwhile building your practice—QuickBooks Online Accountantwill get you there, free.Learn more.Ultimate client onboarding guide to QuickBooks online 2018 Intuit Inc.
Ultimate client onboarding guide to QuickBooks online 5 Having the conversation with your clients to move them to QuickBooks Online (QBO) is just part of the onboarding process; you’ll also have to make some key changes in your own practic
information, and onboarding tasks that are generated by the selected onboarding workflow on the offer card. This guide will detail the onboarding component of the CHRS Recruiting system, and highlight how department users can support new employees with completing all onboarding tasks. Accessing the Onboarding Portal for New Employees 1 .
Create Financial Statement Template Onboarding Setup Account Structure in Plan Guru and Load Historical Data Onboarding Weekly Cash Flow Meeting CFO/Senior Acct Send Onboarding Meeting Recap to Client Onboarding Week 3!16 Week 4 Week 4 is dedicated
onboarding and client lifecycle management have stepped into the spotlight. Both the buy side and sell side now recognize that improving the onboarding experience provides a competitive advantage by creating positive client relationships. Simultaneously, a new wave of onboarding technologies is bringing the potential for true digital
1. Setting your onboarding objectives 2. Identifying the onboarding stakeholders 3. Defining your organisational profile 4. Creating a pre-onboarding checklist 5. Developing a new hire orientation checklist 6. Providing a first day checklist 7. Self-assessing your onboarding effectiveness 8. Creating a learning plan that's relevant
Smart Onboarding is a robust new hire onboarding solution that supports the talent you are hiring, regardless of whether they are contractors, temporary workers, or internal employees. Smart Onboarding supports industry best practices throughout the talent's life cycle, including pre-boarding, onboarding and offboarding.
Smart Onboarding is a robust new hire onboarding solution that supports the talent you are hiring, regardless of whether they are contractors, temporary workers, or internal employees. Smart Onboarding supports industry best practices throughout the talent's life cycle, including preboarding, onboarding and offboarding.
Smart Onboarding is a robust new hire onboarding solution that supports the talent you are hiring, regardless of whether they are contractors, temporary workers, or internal employees. Smart Onboarding supports industry best practices throughout the talent's life cycle, including preboarding, onboarding and offboarding. Smart Onboarding has .
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