What a client onboarding process should accomplish
- Collect complete, accurate client information in a structured, searchable format.
- Obtain all required signed agreements (engagement letters, retainers, consent forms) at the start of the relationship.
- Create a complete record of the client's circumstances at the time of onboarding.
- Give the client a clear, organized experience that builds confidence in your team.
- Minimize the time your team spends on administrative data collection and re-entry.
Common onboarding mistakes
1. Collecting information in multiple separate touchpoints
Calling the client for basic information, then emailing a questionnaire, then separately sending agreements for signature creates friction and extends the onboarding timeline unnecessarily. Clients repeat themselves. Information is inconsistent across touchpoints.
2. Using emailed PDF attachments
Emailing a PDF intake form and waiting for it to come back creates: a delay (clients get to it when they get to it), an illegible or incomplete response (forms filled in a PDF viewer or printed and scanned), and a manual re-entry step for your team.
3. Collecting information before sending agreements
Some firms collect all client information verbally or in a questionnaire, then separately prepare and send the engagement agreement. Doing both in a single digital workflow — intake questionnaire immediately followed by e-signature on the agreement — is faster for both parties.
4. No structured record of initial circumstances
For regulated professions (financial advisors, lawyers, healthcare providers), the client's circumstances at onboarding are legally relevant. If that information was collected verbally and captured in inconsistent notes, it is difficult to reconstruct or defend in an audit or dispute.
Best practices for digital client onboarding
Send a single comprehensive intake link
Collect all onboarding information in one structured digital interview that the client completes at their own pace. Use autosave so they can start and return. Cover: personal information, the specifics of their situation, and any required acknowledgments — all in one session.
Combine intake and agreement execution
If the onboarding concludes with a signed engagement agreement, retainer, or consent form, collect the client's information and then flow directly into the signature step in the same session. The client provides information, reviews the auto-populated agreement, and signs — all in one link.
Set expectations before you send the link
Tell the client how long the onboarding will take (10-15 minutes is common), what information they will need to have available, and when you expect to be ready for the first substantive meeting or call. Clients complete intake more quickly when they know what to expect.
Confirm receipt and next steps immediately
When a client submits their onboarding form, send an immediate confirmation with next steps — what you will do with their information, when they can expect to hear from you, and how to reach you with questions. This closes the loop and prevents the anxiety of not knowing what happens next.
What to collect at onboarding
The specific fields vary by profession, but structured onboarding intake typically covers:
- Full legal name and contact information
- Date of birth (for identity verification and compliance purposes)
- Relationship to the firm (new client, referral source)
- The nature of the services requested
- Relevant circumstances (financial situation for advisors, legal matter for lawyers, health history for healthcare)
- Adverse parties, conflicts, or prior relationships that need checking
- Signed engagement agreement, retainer, or consent
Build a structured digital onboarding process.
One link per new client. Intake, questionnaire, and e-signature in one session.