Accountants and bookkeepers spend hours per week on client communication, from scheduling and confirming appointments to flagging paperwork deadlines and chasing invoices, especially during peak seasons. This time is more than just a source of frustration, for all parties — it can equate to lost billable hours, delayed payments, less time for high-value work and even strained client relationships.
As firms and CPAs continue to face the pressures of tightened margins, maintaining steady streams of cash flow and meeting evolving client expectations, the invoicing process in particular has quietly become a key friction point. The issue isn't so much about billable hours but improving processes and customer relations. Reducing missed payments, sending timely follow-ups, and maintaining efficient communication habits are key to both client satisfaction and productivity levels.
Where do you start? Look at your firm's tech stack — a term we use quite loosely. The truth is, CPAs and bookkeepers likely have more than enough user-friendly tools already at their disposal. The trick is understanding how to use them to their maximum capabilities.
The cost of inefficient client communication
Interfacing with clients, establishing key dates and deadlines, and providing reminders and notifications are essential to the daily functioning of many businesses, none more so than accounting firms. Given the nature of the industry, which is subject to significant seasonal ebbs and flows, client communication is doubly consequential. Lost billable hours, delayed payments and bottlenecks in client service have not only a financial cost but a reputational cost as well.
Invoicing has become a growing friction point for CPAs, as documentation and reminders get lost in overstuffed inboxes or are dismissed amid a flurry of other daily notifications. We're all busy, and try as we might to keep up, even the modern communication formats we've come to rely on are increasingly coming up short. Delayed and missed payments are becoming more frequent, even as client expectations around responsiveness and convenience are rising. The impact of peak seasons and tighter economic conditions only increases the tension and further fuels the imperative to hit the nail on the head with client communication.
Reducing manual workload
Technology has been a source of anxiety or intimidation for many in the workplace in recent years, as narratives of AI takeovers and automation-driven employee obsolescence have grabbed hold of the zeitgeist. Tech continues to support and even fully take over certain tasks in office settings. In the case of CPAs and accounting firms specifically, technology tools have the potential to be a time-saving and profit-boosting communication superhack.
Accessible and easy-to-use tech tools such as calendar-based reminders and scheduling, which are also often free of charge, help reduce unnecessary back-and-forth with clients. Giving back time to CPAs, bookkeepers and clients alike should be the goal. Automated functionality and scheduling tools also provide flexible options that cater to a wider range of client preferences, including self-serve options that allow clients to book time or pay invoices.
Calendar-based systems vs. high-volume email
The go-to communication tool that streamlined client interactions and helped provide a useful paper trail for many industries, including accounting, was email. A game-changing tech tool that represented a quantum leap from phone communication, email has been a welcome development for both CPAs and their clients.
But email isn't without its drawbacks. For busy clients whose inboxes fill up quickly, multiple emails — even sent for the clients' benefit — can feel like an unwelcome intrusion. Additionally, they can be easily overlooked, or worse, wind up in a spam or junk folder based on settings that are out of the control of a firm or admin.
Calendar-based notifications and syncs are a less intrusive, inbox-free form of communication. They are passive but persistent, helping ensure clients don't forget key actions and meeting them in an environment that they engage with frequently, typically multiple times a day.
These tools improve the client experience without requiring additional hiring or overextending teams, which amounts to a superpower for firms during busy seasons. Calendar-based tools are scalable systems that support small firms and solo practitioners as well as large firms, leaving more time for strategic, high-value work instead of rote logistical tasks.
A new communication mindset
Building a client communication strategy doesn't start and end with a choice of tools or formats. How a firm interacts with its clients can build confidence and trust, or it can create doubt and frustration if executed inefficiently or unreliably.
Accounting firms would do well to foster a top-to-bottom mindset shift, one that moves away from reactive communication and toward proactive operations. Company training and sharing of best practices can help a firm ensure buy-in from employees and achieve cross-department alignment. The goal is to build a system that creates a seamless and professional client journey.
As it happens, automation and calendar-based tools provide comprehensive support in those efforts. By letting automation handle repetitive tasks, firms not only make fewer mistakes and experience less lag time in client communication, they free up employees to do what they do best — complex and critical-thinking tasks that are beyond the grasp of AI and automation tools. Most of all, these tools build trust. Engaging, timely reminders and fewer missed payments reduce the potential friction points that arise between CPAs and their clients, fostering stronger working relationships and better client retention.
Technology alone won't necessarily solve a firm's poor client communication infrastructure. Keeping clients informed, avoiding invoicing and payment delays, and correcting communication inefficiencies requires a change in mindset as much as an adoption of a particular set of tools. But with the establishment of a proper approach, accounting industry professionals can incorporate calendar-based automated processes, scheduling software, reminders to tighten up invoicing operations, improve the client experience without adding more manual work, and ensure their firm's communication channels hum with reliability and efficiency.
