Bill.com Client Onboarding Overview · 2019-02-20 · 6/21/12 2of25 Client Onboarding: Key...

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Bill.com Client Onboarding Overview Best Practices in Onboarding Clients

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Client Onboarding: Key Questions It’s clear – your firm and clients can benefit from the time and cost savings from Bill.com But getting clients onboard can be a challenge: q  Who needs to get involved q  Which clients are best suited for

Bill.com q  How should you introduce Bill.com to

clients q  How should you best address unique

client concerns

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Best Practices in Client Onboarding This Client Onboarding Overview offers best practice guidelines that: •  help you onboard existing and new clients to Bill.com •  you can customize to tailor to your Clients’ unique needs

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The Client Onboarding Process

#1 Success Factor: Understand and commit to the client onboarding process

Get firmwide support

Select and understand

target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Get Firmwide Support



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Get Firmwide Support

q Key partners Enlist support from key partners of the firm

q Key offices and staff Involve specific offices and staff who work closely with accounting clients



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Select and Understand Target Clients



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Step 2: Select and understand target clients q  Select your target clients q  Understand their current A/P and A/R workflow q  Identify the hidden cost of their process and pain

points around A/P an A/R management q  Identify potential barriers to adoption



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Step 2a: Select clients who can most benefit from Bill.com. Key indicators:

ü  Use a paper-based system to handle bills, invoices, bank reconciliation, vendor inquiries

ü  Do not have a dedicated bookkeeper on staff or have an overextended bookkeeper

ü  Handle and file paper bills and related documents ü  Have bills approved prior to payment ü  Have staff or offices in multiple locations



target clients

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Secure client

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Step 2b: Perform a client assessment to understand their: ü  current process and business practices in A/P, A/R and

cash management ü  controls and specific user roles ü  current obstacles and pain points in this process ü  issues and risks involved with current process



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Create client

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Engage with

clients

Secure client

commitments

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Step 2c: Understand the true cost of their current workflow

Using the Hidden Cost Calculator (accessible on the Selling Tab on your Console), uncover the value of time and money that their current process is costing their business.



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Step 2d: Identify potential barriers to adopt Bill.com Example: 3 Clients with 3 different concerns



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Create Client Presentations



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

1 2 3 4 5

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Step 3: Create client presentations

q  Start with the customizable client presentation template, accessible on the Selling Tab on your console

q  Customize it to address your client’s unique scenario and include relevant case studies, testimonials and other marketing content, also available on the Selling Tab on your console

q  Address potential barriers to client adoption



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Create client

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Engage with

clients

Secure client

commitments

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Step 3a: The Client Presentation Template Access and customize the Client Presentation Template on the Selling Tab of your Console q Upload your logo and insert your specific service name, if applicable q  Identify specific client pain points q Modify the provided workflow for your client’s scenario, if applicable q  Insert your contact information q  Add relevant case studies and testimonials



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Step 3b: Address specific client barriers to adoption. Examples: Client Concern Recommenda/on

A Not ready, we have messy books

Offer in-‐house or outsourced service to help “clean up the books”

B Our process works; we don’t see the need to automate

Demonstrate the true total cost and inefficiencies of their current process by using the Hidden Cost Calculator



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Engage with Clients



target clients

Create client

presentations

Engage with

clients

Secure client

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Engage with Clients

Step 4: Engage with clients q  Schedule client meetings q  Gather feedback and get additional support from the

CPA2Biz or Bill.com teams, as needed q  Address any additional client concerns q  Present engagement letter



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Secure Client Commitments



target clients

Create client

presentations

Engage with

clients

Secure client

commitments

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Secure Client Commitments

Step 5: Secure client commitments q Have engagement letter signed q Add the Client to your console q Schedule training with your Client to define

your new, more efficient workflow



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Summary Client Onboarding Process



target clients

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presentations

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clients

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#1 Success Factor: Understand and commit to the

client onboarding process

Bill.com Client Onboarding Overview · 2019-02-20 · 6/21/12 2of25 Client Onboarding: Key...

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