Chapters & Topics

1. Engager Live Introduction and Upcoming Platform Updates

   [Johann Goree] opened the Engager Live session, outlining two platform updates scheduled for release next week (Tuesday morning): a download size warning for the 'Download All Files' feature and an 'Active Services - View and Switch' capability to improve multitasking between client jobs by opening them in new tabs.

   • [Johann Goree] welcomed attendees to Engager Live and instructed them to use the Q&A box for questions.

   • Two new Engager updates will be released on Monday night, ready for Tuesday morning next week.

   • Update 1: 'Download All Files' Warning. This feature will warn users about the size of the download (e.g., 'how big the download is') before it starts, to help manage expectations with slow internet or download limits. Files are downloaded in a zip format as before.

   • Update 2: 'Active Services - View and Switch'. A new area in the client job section ('active services, view and switch') allows users to quickly switch between different services/jobs for the same client. Clicking a service opens it in a new browser tab, preserving the current work.

2. Engager's Development Pipeline: New Features and Integrations

   [Johann Goree] provided an overview of Engager's development roadmap, highlighting features being built such as the Xenon Connect API, Adfin integration, 'one-off' fee options, a time vs. budget KPI, TaxCalc integration (phase one), and proposal documents. The previously mentioned download warning and active service switching features are currently in their testing phase.

   • Peter and his team are currently working on several new features and integrations for Engager.

   • Features under construction include: the Xenon Connect API, an Adfin integration (which [Johann Goree] noted is 'looking fantastic'), the ability to add 'one-off' fees in service details (alongside existing options like annual, quarterly, monthly, weekly, hourly), a 'time spent versus budget KPI' (part of an upcoming time reporting feature, with a potential demo next week), phase one of a TaxCalc to Engager integration (pushing TaxCalc data into Engager initially, followed by Engager to TaxCalc), and the launch of proposal documents.

   • Features currently in testing are the 'data warning' (for downloads) and the 'active service on job card' (view and switch feature).

3. Q&A: Client Billing (Xero), Adfin Integration, and Payment Notifications

   [Johann Goree] addressed user questions, explaining how to manage client billing in Xero for both fixed and hourly rates using Engager data. He also detailed the upcoming Adfin integration, which includes linking client records, displaying invoice and direct debit statuses within Engager, managing mandates, and integrating Adfin sign-up into the letter of engagement workflow (as phase one). For Adfin payment-triggered emails, he recommended consulting Adfen directly.

   • For Susan's question on Xero invoicing for a new client: If billing a fixed monthly rate, set up recurring invoices in Xero, which Engager will list. If billing by the hour, use Engager's time logs to find total time, billable time (e.g., considering six minute rounding increments), and charge-out values, then manually create the invoice in Xero using this data.

   • For Andrew's question about Adfin triggering a thank you email on payment: [Johann Goree] believes it's possible but advised checking directly with Adfen or within the Adfen account's workflow settings.

   • For Patrick's question on the Engager-Adfin integration: It will allow linking client records to Adfin; a new 'Adfin' tab in Engager will display Adfin invoices and their statuses; users will be able to view direct debit status, cancel mandates, and request new ones from Engager. During the letter of engagement process, 'step two' will become Adfin mandate setup (this is configurable: mandatory, optional, or off). This is phase one of the Adfin integration.

4. Q&A: Valuing Small Accountancy Practices and Securely Sharing Client Folders

   [Johann Goree] discussed the valuation of small accountancy practices (sub £100,000 turnover), emphasizing that profitability after the owner draws a market-rate salary is key for saleability. He also provided a step-by-step guide on how to securely share specific client folders in Engager with external parties, such as a previous accountant, by setting them up as a restricted 'contact only' portal user.

   • For Andrew's question on the saleability of small practices (sub £100,000 turnover, average fee under £1,000): [Johann Goree] stated it depends on desired price and buyer. Practices are sellable if they are profitable after the owner takes a proper market-rate wage/dividend. If the owner is underpaid and profits are low, the business value is not great, but it's still 'potentially saleable'.

   • For Kirsty's question on sharing a folder with an external advisor (e.g., a previous accountant for professional clearance): Create the advisor as a 'contact only' individual in Engager. Then, go to the client's Files section, use 'Restrict top level folders' to grant the contact access only to the specific folder (e.g., 'professional clearance folder'). Finally, invite the contact to the portal. [Johann Goree] noted that 'nine out of 10 times' previous accountants may prefer to email or post documents.

5. Maximizing Revenue: Using Engager to Identify Client Upselling Opportunities

   [Johann Goree] demonstrated a method within Engager to analyze client service fees to uncover upselling opportunities. By customizing the Client List columns to show 'Annual Fees' per service, users can identify services current clients are not utilizing. He explained this data can be exported and the report configuration saved, noting this feature has been present for 'two and a half years'. He emphasized that selling additional services to existing clients is significantly more efficient than acquiring new ones.

   • [Johann Goree] shared a tip on how to identify upselling opportunities by reviewing client service fees within Engager.

   • Process: Navigate to the Client List, use the 'Columns' feature to deselect irrelevant data and select 'Annual Fees'. This generates a table showing each client and the fees they pay for various services.

   • This table helps identify services a current client is not using, which can be targeted for upselling (e.g., a client using bookkeeping but not VAT services).

   • Exporting Data: This fee review table can be exported to a spreadsheet via Data > Export. Users should select client name, total annual fee, and individual service fees. [Johann Goree] advised saving this report configuration (e.g., as 'Fee Review Table') for easy reuse. Saved reports are not shared by default but can be. The report should be updated if new services are added by selecting the new service and choosing 'overwrite with the current selection'.

   • [Johann Goree] mentioned this functionality has been available in Engager for 'two and a half years'.

6. Client Data Collection for Tax Filing

   [Johann Goree] explained that the firm is strict about clients providing necessary data by set deadlines for accurate tax filings to avoid penalties. While flexible with data formats, especially for CIS clients, the firm will not file a return if they are not confident in the data's quality.

   • [Johann Goree] insists on receiving the necessary data from clients to file accurate tax returns.

   • The firm gives clients until the 15th of the month, sometimes extending to the 18th, but generally allows 10 days to provide data.

   • If clients do not provide the required data, the firm will not file the return, and the client will face a £100 fine from HMRC.

   • Cut-off deadlines are clearly communicated, for example, in VAT return emails and approval requests.

   • For self-assessment refunds, [Johann Goree] advises filing only when comfortable with the information provided by the client.

   • Clients are typically eager to receive their refunds.

   • The firm accepts various data formats for CIS (Construction Industry Scheme) clients, including invoices, pay slips, letters from main contractors, and bank statements (requiring a 20 percent calculation on payments received).

   • While aiming to be accommodating, the firm must be confident in the quality of the return; if not, they will not file it.

7. Managing Differentiated Client Contacts in Engager

   Engager allows for differentiated client contact management by enabling client-specific contacts for automated service reminders and using the 'general remarks' feature on services to inform staff about the correct contact person for manual interactions related to specific jobs.

   • Michael/Johan asked how to manage different contacts for various services (e.g., accounts, payroll) when a client has multiple departments.

   • For automated communications: Edit client-specific auto-reminders by going to the client's record, then 'service auto reminders'. Here, you can create or edit a client-specific automation and select which contact receives emails for a particular service.

   • For day-to-day emailing and staff reminders: Use the 'general remarks' box found under client info > service detail. Information entered here (e.g., 'Please contact Harry about this service') will appear under 'remarks' on the job occurrence.

   • Staff should be trained to check the 'remarks' section for specific contact information for a job.

   • An example given was a remark stating 'this client's got a student loan. It's plan B,' which appears every time that specific job occurs.

8. HMRC Refund Timelines

   Clients should have realistic expectations regarding HMRC refund timelines, as current processing times are lengthy, often spanning several months, regardless of how early a return is filed.

   • Kathy mentioned a client who expected a tax refund within two weeks of the start of the tax year.

   • [Johann Goree] clarified that HMRC is currently taking months to pay out refunds, even if returns are filed on the first day of the tax year.

9. Engage Alive Session Information

   Engage Alive sessions provide valuable insights into Engager's functionalities. The upcoming session is next week, followed by a two-week hiatus. The current session proceeded despite an erroneous cancellation notice.

   • The 'general remarks' feature in Engager was highlighted as a useful tool.

   • The next Engage Alive session will be held next week, with [Johann Goree] broadcasting from the TaxCalc head office in Reading.

   • There will be a two-week break in Engage Alive sessions after next week due to [Johann Goree]'s holiday.

   • Today's session was mistakenly cancelled by 'Ash' during a cleanup of webinar drafts but was subsequently reinstated.

10. Upcoming Admin Features in Engager (Preview)

Engager is expected to roll out new administrative features soon, including enhanced management of admin invoices and integrated direct debit mandate control, aiming to streamline these processes.

- [Johann Goree] shared a preview of new admin features based on a recent demonstration.
A new tab will be introduced for listing admin invoices and their statuses.Users will gain the ability to cancel direct debit mandates directly within Engager.A new step will be added to the letter of engagement signing process for clients to sign up for direct debit.

11. Handling Client Forms Filled but Not Submitted

For client forms that are completed but not formally submitted, a practical workaround is to manually download the available data, store it appropriately, and then remove the pending request to maintain system clarity and avoid unnecessary client follow-up.

- Cain asked about clients who fill out forms but do not officially submit them, resulting in a 'red pending' status.
[Johann Goree]'s recommended approach: Download the response from the unsubmitted form, upload it to the client's folder, and then delete the pending request from the system.This method avoids repeatedly hassling clients for submission.

12. Moving Documents Within Engager

Engager allows for moving multiple documents within a client's own folders or between different linked companies of the same client. However, bulk moving documents across unrelated clients is not supported to ensure data security and GDPR compliance.

- Michael asked if there's a way to bulk move documents that were put in the wrong folder, potentially across multiple clients.
Bulk moving documents across multiple unrelated clients is not possible.Within a single client's record: Go to 'files', select multiple documents, click 'move items', and choose a different folder or subfolder.To move documents to a different company record for the same client (if they have multiple entities): During the move process, click on the client's name at the top to select the correct destination company.This restriction on cross-client bulk moves is a deliberate design choice to prevent GDPR breaches.

13. Creating a Professional Clearance Letter Template

Engager's document template functionality can be utilized to create customized professional clearance letters. These templates can use placeholders to auto-fill client-specific information, streamlining the process of formally handing over client details when ceasing services.

- Suzanne inquired about a template for a professional clearance letter to issue to new accountants when 'purging' less favored clients.
[Johann Goree] suggested creating a new document template via Settings > Document Template.The template can be named (e.g., 'Sod off letter'), categorized (e.g., 'professional clearance'), and populated with placeholders for client name, business name, tax references, etc., for automatic data insertion.Once created, the letter can be generated as a PDF from the client's file area (e.g., under 'correspondence'), downloaded, and emailed to the new accountant.

14. Setting Up Service Packages in Engager

Creating service packages by defining a primary service and using custom fields to denote included features is a practical approach in Engager. Marking the constituent services as 'internal' helps manage internal workflows and deadlines effectively while maintaining a clear and concise letter of engagement for the client.

- Sarah asked for the best way to set up sole trader packages with different tiers of features (e.g., one with email support, tax return, mobile app; another with more features). Her current method involves using a service with fields for different features, defaulted to 'yes'.
[Johann Goree] affirmed that Sarah's current method is a good approach.A suggestion was to mark the individual services that make up the package as 'internal'. This allows for the creation of associated deadlines and tasks without these individual components appearing separately on the letter of engagement, in addition to the main package service.

15. Configuring Bookkeeping Period End vs. Deadline

To correctly configure bookkeeping jobs in Engager where the work period (e.g., April) precedes the submission deadline (e.g., end of May), the service settings must be adjusted to define the period end relative to the deadline (e.g., 'period end is one month before the deadline'). This aligns with Engager's design philosophy of being deadline-centric.

- Nisa asked how to set up bookkeeping for April with a deadline at the end of May, as she was encountering issues with tasks being marked 'overdue' because the system stated the deadline couldn't be after the due date (period end).
The solution is in the service settings (e.g., for 'Bookkeeping month end'): Edit the service and under 'period end bits', configure it so the 'period end is one month before the deadline'.If the deadline is set for May 31st, with this configuration, the period end will correctly show as April 30th.[Johann Goree] explained that Engager is 'deadline centric', prioritizing the accuracy of the deadline itself.

16. Dealing with Incorrect Client File Submissions

For recurring client errors, such as submitting incorrect files, direct and clear communication with the client is the most effective approach, as system-based solutions for such behavioral issues are limited.

- Nisa mentioned a client who persistently submits the wrong 'Analytics bank files'.
[Johann Goree] acknowledged having a similar client and stated there's no easy system fix, advising direct communication: 'calling them, telling them they're an idiot and to try again.'

17. New Engager Features (Client Data Download Warning & Active Service View/Switch)

Engager is releasing two new features: a client data download warning that specifies file size and potential download time, and an 'active service view and switch' feature on job cards to improve navigation and access to different services for a client by opening them in new tabs.

- Two new Engager updates are scheduled to go live on Tuesday morning.
Client Data Download Warning: When a user initiates a download of all client files, a warning will appear indicating the total data size (e.g., 'you're downloading 28.13 megabytes') and advising that the download might take some time depending on internet speed.Active Service View and Switch Feature: On a job's card (e.g., annual self-assessment), a new 'view and switch' button will be available. This allows users to see all services the client has with the firm and click to open a selected service (e.g., UK property accounts) in a new browser tab, preserving the original tab's context. This facilitates easier navigation between related client services and information.

18. Setting Up Proactive Year-End Auto Reminders

Engager allows for the setup of proactive automated reminders well in advance of statutory deadlines. This feature can be used to prompt clients about year-end planning, pension contributions, or other financial considerations (e.g., 10 or 12 months prior), by configuring the timing within the service's auto-reminder settings.

- A user asked if global auto-reminders can be set up to prompt clients before their year-end (e.g., 10 months before the filing date to remind them to top up pensions or spend money), followed by the usual records request emails (e.g., nine months before the statutory filing date).
[Johann Goree] confirmed this is 'Absolutely' possible and is a practice in his firm.This can be configured in Settings > General Services by editing the relevant service (e.g., Year End Accounts) and setting up automated emails to be sent a specified number of months or days before the filing deadline.Examples from [Johann Goree]'s firm: An email goes out 12 months before the filing deadline inviting clients to book a year-end planning session, and another goes out 10 months before, reminding them it's the last month to spend/invest in pensions and offering a last-minute tax planning session.

Suggestions

• Attendees should use the Q&A box for any questions during the webinar.

• For specific Adfin features like automated thank you emails upon payment, reach out to Adfen support or check your Adfen account settings.

• Regularly use the client list and column customization in Engager to review what services clients are paying for and identify potential upsell opportunities.

• Save your customized fee review report in Engager and remember to update it when new services are offered by your firm.

• If you're not happy filing their refund with the information they're providing you, don't file it and just tell them that.

• We've got to be confident in the quality of the return we're filing. So and if we're not confident, then we don't file it, basically.

• Train your staff to go, I need to contact someone about this. Oh, I need to. And the note will be in remarks.

• What I do with that one is I don't hassle the clients anymore. I download the response, upload it into the client folder and just delete the request so it comes off my figures.

• A lot of people, a lot of softwares look at the period end and then work out the deadline, whereas we're like, no, no, the most important part you get right is the deadline.