## Theme
The lecture emphasised the importance of digital transformation in accounting practices, focusing on client portal and e-signature adoption, workflow automation, and integration with third-party tools to enhance efficiency, compliance, and client experience in a remote work environment.
## Takeaways
1. All clients are required to use the portal and e-sign for authorisations, ensuring a secure audit trail.
2. A new feature allows users to display absolute dates on job boards and Kanban cards for better planning.
3. Remote work is standard; there is no permanent office, and all communications are electronic.
4. Integration with Adfin for payment processing is underway and expected to go live by July.
5. WhatsApp integration was considered but rejected due to high costs and low user demand.
6. Checklists are mandatory for job completion but can be disabled for experienced staff.
7. AI handles 30% of live chats and helps reduce email volume.
8. Bulk reminders and automated signature reminders are planned features.
9. The letter of engagement and proposal process is being upgraded for better tracking and management.
10. Integration with tools like Analytics and BGL is improving workflow efficiency.
## Highlights
- `"Any time you're just auto-dismissing something, you should really ask the question why."-- Speaker 1`
- `"Everyone does use WhatsApp, but no one was prepared to pay for the increased cost of facilitating it."-- [Johann]`
- `"For two weeks, it's sun, food, a few cocktails, lots of rum, snorkeling, boat trips. Yeah, literally just two weeks a year, I completely switch off from the world and reset and recharge."-- [Johann]`
- `"You should be able to just get on with it and play with it and come up with some kind of outcome."-- [Johann]`
- `"If you don't vote, you can't blame me for not doing it."-- [Johann]`
## Chapters & Topics
1. **Introduction and Housekeeping**
> The session began with greetings and confirmation of audio/video. Attendees were instructed to use the Q&A box for questions to ensure they are not missed. The host emphasized the interactive nature of the show, which depends on audience questions.
- Attendees greeted and confirmed presence.
- Instructions to use Q&A box for questions.
- Show duration depends on audience participation.
2. **Upcoming Feature Update: Absolute Dates on Jobs Board**
> A new feature will roll out on Monday night into Tuesday morning, allowing users to display absolute dates instead of relative time (e.g., 'five plus months and seven days to go') on the jobs board and Kanban cards. Users can enable this in settings under jobs and general settings. This change was made in response to user feedback preferring specific dates for planning.
- Feature goes live Monday night into Tuesday morning.
- Allows switching from relative time to absolute dates on job cards.
- Users can enable this in settings under jobs and general settings.
- Change made due to user preference for specific dates.
3. **Client Portal and E-sign Usage**
> All clients are required to use the portal and e-sign for authorizations. The team works entirely remotely, with no office for client visits. Even elderly clients must e-sign via the portal. This ensures a bulletproof audit trail for authorizations.
- All clients must use the portal and e-sign.
- Team works remotely; no office for client visits.
- E-signing ensures a bulletproof audit trail.
4. **HMRC Agent Authorization and Team Member Access**
> A user reported issues seeing online accounts after registering as a tax agent. The solution involves managing team member access in the HMRC agent authorization area: go to 'manage who can access taxes and schemes', filter unassigned clients, and assign team members. Changes take effect within 24 hours.
- Issue: Registered as tax agent but cannot see online account.
- Solution: Assign team members to clients in HMRC agent authorization area.
- Changes appear within 24 hours.
5. **Auto-reminders and Client Automation**
> There is no bulk view to see which clients have which auto-reminders enabled. The recommended practice is to use global reminders for all clients and only disable them for specific clients when necessary. Disabling reminders individually can lead to confusion and missed communications.
- No bulk view for auto-reminder status per client.
- Best practice: use global reminders for all clients.
- Disable reminders only for specific clients as needed.
6. **Checklist Usage and Best Practices**
> Jobs cannot be completed without completing the checklist. Checklists are used mainly as a training aid for new or junior team members and are enabled on a client-by-client basis. Experienced team members may not require checklists. If a checklist is not needed, it is better to disable it to avoid unnecessary steps.
- Checklist completion is required to complete jobs.
- Checklists are mainly for training new team members.
- Experienced staff may not need checklists.
- Checklists are enabled per client, not per staff member.
7. **Email Delivery Issues**
> Some clients report not receiving emails. The recommended troubleshooting steps include checking the email provider settings (Microsoft 365, Google API, SMTP), ensuring the correct outbox is selected, and verifying that emails are not being sent via SMTP or Engager if Microsoft 365 is intended.
- Clients may not receive emails due to provider settings.
- Check Microsoft 365 or Google API connections.
- Ensure the correct outbox is selected in settings.
8. **Remote Working and Office Administration**
> The team works entirely from home, with no permanent office since 2017. Two admin staff handle electronic communications, and all post is sent to the host's home. Clients are advised to obtain their own registered office addresses. Temporary office space is used only when necessary.
- Team works remotely; no permanent office since 2017.
- Two admin staff manage electronic communications.
- Post is sent to the host's home.
- Clients must arrange their own registered office addresses.
9. **Adfin Integration Timeline**
> Integration with Adfin is in progress. Adfin resolved API authorization issues last week. The integration is expected to go live in June or July at the latest. The process is complex due to payment provider regulations and data protection requirements.
- Adfin integration is being developed.
- API authorization issues resolved last week.
- Expected go-live: June or July.
- Complexity due to payment provider and data protection requirements.
10. **WhatsApp Integration and Cost Analysis**
> A year to a year and a half ago, the team considered integrating WhatsApp directly, but found that it would increase subscription costs by 50%. A poll showed that over 90% (specifically 94-95%) of the community would not pay for this feature, so it was not developed. The cost increase was due to WhatsApp charging businesses for API usage, making it more expensive than sending a text message. The team passed the potential cost on at cost price, with no profit, but still found insufficient demand.
```
- WhatsApp integration would increase subscription costs by 50%.
A poll showed 94-95% of users would not pay for WhatsApp integration.WhatsApp charges businesses for API usage, making it more expensive than SMS.The team decided not to build the integration due to lack of demand.
```

11. **Working Papers Software Solutions**
> The current working papers solutions are considered underserved. The firm uses QuickBooks working papers for QuickBooks clients and Xero working papers for Xero clients. There is no satisfactory solution that links all platforms and is affordable, as most are targeted at auditing firms and are expensive and complex.
```
- QuickBooks working papers are used for QuickBooks clients; Xero working papers for Xero clients.
No satisfactory, affordable, and comprehensive solution exists.Most solutions are targeted at auditing firms and are expensive.
```

12. **Email Signature Issues**
> Issues with missing logos and symbols in email signatures are often due to the recipient's email provider not downloading images. This prevents images from being forwarded in replies. The size of the signature file can also affect this.
```
- Missing images in email signatures are usually due to recipient's email provider settings.
Large image files may not be downloaded or forwarded.
```
13. **AI in Customer Support and Email Management**
> 30% of all live chats are initially answered by AI, and 30% of those are resolved by AI, while 70% require human intervention. The team receives over 850 emails per month. The same AI tool is used to suggest guides to reduce email volume, especially outside working hours.
```
- 30% of live chats are answered by AI; 30% of those are resolved by AI.
Over 850 emails are received monthly.AI tools are used to provide immediate help and reduce email volume.
```

14. **Dormant Accounts and Automated Emails**
> There are different fields for dormant accounts year-end in automated emails, depending on the service setup. The speaker's firm treats all accounts similarly and does not differentiate dormant accounts in their process.
```
- Different fields exist for dormant accounts in automated emails.
The speaker's firm does not differentiate dormant accounts.
```
15. **Filtering HMRC Authorized Clients**
> Clients with HMRC authorization can be filtered and exported via the system. Users can view authorized and unauthorized clients, export the list, and filter in Excel to see only accepted ones.
```
- System allows filtering and exporting of HMRC authorized clients.
Excel can be used to further filter the exported data.
```
16. **MTD Workflow in Engager**
> A new service for quarterly returns and custom fields has been set up in Engager to handle MTD workflow. A webinar covering these changes is scheduled for tomorrow at 10 o'clock, with a recorded version available in the Help Center. The webinar includes templates, emails, blogs, custom fields, and workflows for client awareness and registration.
```
- New service and custom fields for quarterly returns in MTD workflow.
Webinar scheduled for tomorrow at 10 o'clock; recording available later.Templates and workflows are shared for use and adaptation.
```

17. **Companies House Verification Costs**
> Companies House does not appear to charge for verification of directors and persons with significant control. The only known cost is £55 to become a CSP. No pricing for verification has been mentioned in official blogs.
```
- No charge for verification of directors and PSCs at Companies House.
£55 is the cost to become a CSP.No official pricing for verification has been published.
```

18. **Personal: Holiday Plans**
> The speaker is taking two weeks off in June to go to Mauritius with their wife for their annual getaway. All devices are turned off during this period for a complete break.
```
- Two-week holiday in Mauritius in June.
Annual tradition to disconnect from work and devices.
```
19. **Letter of Engagement and Proposal Process Improvements**
> A major upgrade to the letter of engagement process is underway, starting this week and expected for summer. The new system will allow sending proposals, tracking acceptance or rejection, and managing all versions of proposals, letters of engagement, and disengagement. Users will be able to view, resend, and see document status and history. There are no current plans for unique references, but suggestions can be submitted.
```
- Upgrade to letter of engagement process starts this week, due by summer.
New features: proposal sending, acceptance/rejection tracking, version management.Users can view, resend, and track document status and history.No current plan for unique references, but open to suggestions.
```

20. **BGL Integration Experience**
> The firm has just started using BGL. The onboarding process is restrictive, requiring guided setup, which the speaker dislikes. However, BGL's management of client portfolios and documentation is excellent. BGL has only been in the UK for six weeks, and no integration discussions have occurred yet.
```
- BGL onboarding is restrictive and guided.
Client portfolio and documentation management is excellent.BGL is new to the UK (six weeks in), no integration discussions yet.
```

21. **Company Secretarial Tool and Working Papers**
> The company secretarial tool is highly regarded, and there is anticipation for the launch of working papers in the UK, following their announcement in Australia where Xero users have free access.
```
- Company's house secretarial tool is impressive.
Working papers have been announced in Australia for Xero users with free access.Interest in what will be brought to the UK market.
```

22. **Client Onboarding Journey and Adfin Integration**
> The new letter of engagement tool will allow flexible client onboarding journeys, including proposals, direct debit mandates, letters of engagement, and AML checks. Adfin integration will enable direct debit authorization and streamline payment collection.
```
- Users can customize the onboarding journey: proposal, direct debit mandate, letter of engagement, AML checks.
Adfin will allow clients to authorize direct debits directly.Integration with QuickBooks, Xero, and soon FreeAgent.Adfin can replace Cresco, Stripe, and GoCardless with one solution.
```

23. **Letter of Engagement Proposal Tool Enhancements**
> The new tool will allow users to start from scratch or use templates, and will remember custom edits when regenerating documents, improving efficiency when changes are needed.
```
- Users can use templates or start from scratch.
Regenerate function recalls previous custom text edits.Facilitates easier updates for client-specific changes.
```

24. **Adfin Payment Processing and Timelines**
> Adfin offers fast and flexible payment options, including instant bank transfers and card payments that settle the next or following business day. Direct debit settlements take four to six days, which is faster than GoCardless (up to 10 days).
```
- Adfin supports instant bank transfers and card payments.
Direct debit settlements: 4-6 days (Adfin) vs. up to 10 days (GoCardless).GoCardless now pays out only once a week; Adfin pays out daily.Adfin is more cost-effective than GoCardless.
```

25. **Integration with Armalytics and Bank Fetch Providers**
> Integration with Armalytics allows users to access reports and request data directly within the platform, reducing the need to switch between tabs and improving workflow efficiency.
```
- Users can access and request Armalytics reports without leaving the platform.
Reduces 'tab fatigue' and centralizes workflow.All requested data is available in one place, regardless of who requested it.
```

26. **Bulk Reminders and Feature Voting System**
> Currently, reminders for self-assessment questionnaires must be sent individually, but bulk reminders are on the development list. Feature requests are managed via a voting system, with ideas needing at least 15 votes (1% of user base) within six months to remain active.
```
- Bulk reminders for forms are not yet available but planned.
Feature requests require 15 or more votes within six months to stay active.Users are encouraged to vote for desired features.
```

27. **Upcoming Events and Schedule Changes**
> There will be no Engager Live session next week due to AccountEx and the following week due to a conference in Spain. Updates will be communicated to users.
```
- No Engager Live next week (AccountEx) or possibly the following week (Spain conference).
Speaker will be podcasting for two days at AccountEx.
```
28. **Feature Requests: Email Scheduling, Dark Mode, and Mobile App Improvements**
> Email scheduling and dark mode are on the ideas list, but implementation depends on user votes and technical feasibility. Mobile app document display is limited by screen size, but improvements may be considered.
```
- Email scheduling is planned but not yet implemented.
Dark mode has been on the list for over a year with only 11 votes out of nearly 1500 firms.Mobile app document folder display is limited by device screen size.Users are encouraged to submit and vote on ideas.
```

29. **Automated Reminder Emails for Signatures**
> Automated reminder emails for signatures are not currently available but are on the ideas list. The main challenge is generating the correct link through automation.
```
- Automated reminders for signatures are planned.
Technical challenge: regenerating the correct link automatically.
```
## Suggestions
- Always use the designated Q&A section for questions to ensure they are addressed.
- Consider switching to absolute dates for clearer planning and scheduling.
- Mandate portal and e-sign usage for all clients to streamline processes and maintain audit trails.
- Regularly review and update team member access to client authorizations in HMRC systems.
- Avoid disabling auto-reminders individually; use status changes to manage communications.
- Regularly review the necessity of checklists and disable them for experienced staff to streamline workflow.
- Regularly verify email provider settings and outbox selections to ensure reliable client communications.
- Adopt flexible remote working arrangements and leverage electronic communications for efficiency.
- Monitor integration timelines and prepare for new features as they become available.
- Monitor for potential future integrations with third-party tools like Client Window.

> **AI Suggestion**
> - The core of this lesson is understanding the use and management of the Client Portal and E-sign features. It's recommended to start with a walkthrough of the client onboarding process, including e-signature authorization, to grasp secure digital workflows through hands-on practice.
> - Core content of Client Portal and E-sign: All clients are required to use the portal and e-sign for authorizations, ensuring a secure audit trail and supporting remote work.
> Additionally, here are some extracurricular resources:
> - Practical application of Client Portal and E-sign: https://www.docusign.com/how-it-works/electronic-signature
> - Alternative perspective on Client Portal and E-sign: https://www.accountingweb.com/technology/accounting-software/how-client-portals-are-transforming-accounting-firms