The problem
Onboarding ran on email attachments and reminder calls. Nobody could say which client had sent what without reading a mailbox.
What we did
A secure portal with per-client checklists, automatic reminders and a single status board for the practice, integrated with the case management system already in use.
The outcome
- Onboarding time roughly halved
- Chasing emails sent automatically instead of manually
- One place to see where every client has got to