Theme

The lecture provided a comprehensive walkthrough of onboarding clients and managing workflows within the Engager practice management system. Attendees learned how to efficiently import client data, configure workflows, utilise templates, and customise system settings to suit their firm's needs. Emphasis was placed on simplicity, compliance, and leveraging support resources for optimal system use.

Takeaways

1. Introduction to Engager system for client onboarding and workflow management.
2. Support resources include a help centre, live chat, and email with fast response times.
3. Dashboard customisation for different user roles and focus areas.
4. Client management features bulk communication and reporting tools.
5. Jobs and workflows are tracked by type, due date, and status, with Kanban and list views.
6. Settings configuration is essential for system functionality and compliance.
7. Integration with Companies House API requires correct regional settings.
8. Document templates provided but must be aligned with governing body requirements.
9. Pricing strategies are highly customisable with no standard recommendation.
10. Client import is a critical, one-time process requiring careful planning.

Highlights

• "Remember, the cause and effect, if you don't do this stuff, it will have a knock-on effect somewhere in the system."-- Johann
• "If you like minutiae of detail and control, checklists are going to be your frontier."-- Johann
• "We would never suggest pricing. We don't really agree with that. Every firm is different."-- Johann
• "You end up spending 20 minutes tick boxing and marking stuff as a hold and moves there and people just don't want to do that so they stop and then you can't trust your record it falls over."-- Johann
• "Get your thoughts on a page, get it into Engager. Then anyone can build proposals, letters of engagement, get this stuff out, freeing you up to do what you need to do."-- Johann
• "Just make sure that you're spending the right amount of time on it and you've got the right people doing it as well."-- Johann

Chapters & Topics

1. Introduction and Session Overview

   [Johann] welcomed attendees, acknowledged technical issues, and explained the session's structure, including Q&A and polling. The session is a 'getting started' webinar focused on onboarding users to the Engager system, covering company information input, service building, workflow understanding, checklist use, client addition, and client import. The session is recorded and will be emailed to participants.

   • Attendees were asked to confirm audio/video functionality.
   • Session is held on a Friday, at the end of the month.
   • Q&A should be submitted via the Q&A button, not chat.
   • Session goals: input company info, build first service, understand workflows and checklists, add/import clients.
   • Polls used to gauge attendee status (trial, subscribed, scouting).
   • Session is recorded; previous week's recording was too large to send (250 meg file).

2. Getting Started Challenges and Support Resources

   [Johann] discussed the challenges of starting with a complex practice management system and emphasised the importance of knowing how to access support. Support is available via a help centre with hundreds of hours of guides, live chat (handling almost 30% of queries for a client yesterday), and email (support@engager.app). Response times for the last six months have been 10 minutes. Phone support is not offered, but troubleshooting calls can be arranged via email.

   • Engager system covers proposals, reminders, automations, deadline tracking, CRM.
   • Help resources: 10 step-by-step guide, help centre, live chat, email support.
   • Live chat handled almost 30% of queries for a client yesterday.
   • If the bot can't help, typing 'human' routes to a person.
   • Support email: support@engager.app.
   • Average response time in last six months: 10 minutes.
   • No phone support, but 15-20 minute troubleshooting calls can be arranged.

3. System Navigation: Dashboard and User Roles

   [Johann] demonstrated the dashboard's features, including how to manage and segment information for different user roles (juniors, business owners). The dashboard displays upcoming tasks, deadlines, and operational items. Users can customise views (e.g., 30 days vs. 90 days ahead), hide or show widgets, and drag-and-drop dashboard elements. Juniors should focus on their assigned work to avoid overwhelm; business owners can segment filings and operational tasks.

   • Dashboard shows overdue items, upcoming deadlines (e.g., five CSO1s in next 30 days, one year end, five in June).
   • Widgets can be hidden or shown for focus.
   • View can be adjusted to show 30 or 90 days ahead.
   • Juniors should focus on 'My Work' to see only their tasks.
   • Business owners can segment dashboard: filings on left, operational items on right.
   • Client portal users should be invited and chased weekly until signed up.
   • Dashboard elements can be rearranged via drag-and-drop.
   • Cannot currently exclude internal deadlines from dashboard (on backlog).

4. Client Management and Communication

   [Johann] explained the client screen, which serves as raw data for reporting and bulk communication. Users can filter clients (e.g., all VAT clients) and send bulk emails (not BCC, sent individually). This area is useful for reporting and targeted communication.

   • Client screen allows column customisation and report building.
   • Bulk email feature sends individual emails to selected clients.
   • Useful for segmenting and communicating with specific client groups (e.g., VAT clients).

5. Job and Workflow Management

   [Johann] described the jobs section as the main area for tracking all jobs by service type, due dates, and status. Users can switch between Kanban and list views. Job cards display statutory and internal deadlines, with visual cues for status. Workflow phases and statuses can be customised. The help centre provides further guidance on statuses and phases.

   • Jobs are tracked by service type (e.g., limited companies, VAT), due dates, and status.
   • Kanban and list views are available.
   • Job cards show statutory and internal deadlines; colours indicate urgency.
   • Workflow phases: e.g., ready to file, in review, sent to client.
   • Statuses can be updated by dragging job cards.
   • Help centre covers detailed workflow customisation.

6. Settings and Company Information Setup

   [Johann] advised new users to methodically complete each settings tab: practice details, document design, content, staff, jobs, and services. Company info setup is essential for system functionality (e.g., VAT number needed for letters of engagement). Uploading a logo allows the system to extract brand colours. Address and contact details should be carefully chosen, as they are visible to clients. Core values should be concise and not overwhelming.

   • Settings are accessed via user name > settings.
   • Tabs to complete: practice details, document design, content, staff, jobs, services.
   • Company info: practice name, VAT registration, logo upload, address, contact details.
   • Logo upload extracts brand colours for system use.
   • Address shown to clients; use registered office or business address as appropriate.
   • Contact details (mobile, landline, business phone) can be included or hidden.
   • Calendar links (e.g., Google Calendar) can be added for client bookings.
   • Core values should be simple and not excessively long.

7. England and Wales Settings and Companies House API

   To use the Companies House API connection, the system requires the practice to be set to England and Wales. If not set, geolocation tagging will block access to updates from Companies House. The system provides daily updates for items like CSO1, confirmation statements, and year-end accounts, but will not override user data without explicit acceptance.

   • Practice must be set to England and Wales to use Companies House API.
   • Geolocation tagging can block API access if not set correctly.
   • Daily updates are provided for CSO1, confirmation statements, and year-end accounts.
   • System does not override user data without user confirmation.

8. Document Templates and Compliance

   Engager provides a set of document templates, including letters of engagement, to help users get started quickly. These templates are loosely based on AAT but must be aligned with the user's governing body for compliance. Users are advised to compare and copy content from their governing body into the provided templates rather than building new ones from scratch.

   • Engager offers document templates for quick setup.
   • Templates are loosely based on AAT and not guaranteed to be compliant with all governing bodies.
   • Users should compare templates with their governing body documents and copy content as needed.
   • Building new templates from scratch is less efficient due to placeholder and positioning complexities.

9. Settings, Jobs, and Services Configuration

   The system offers a comprehensive list of services, some of which are hard coded (e.g., limited company accounts, VAT, CSO1). Hard coded services ensure correct due dates and integration with Companies House. Users can tailor the list to their needs and should use hard coded services where possible. Phases represent steps in services, and global auto reminders can automate client follow-ups.

   • Comprehensive list of services available, including hard coded options.
   • Hard coded services ensure correct due dates and Companies House integration.
   • Phases represent steps in each service.
   • Global auto reminders can automate client follow-ups.
10. Client Setup and Efficiency Tips

When adding new clients and pricing services, users can improve efficiency by dragging frequently used items (e.g., monthly bank statement chases) to the top of the list. This reduces clutter and streamlines the process.

- Drag and drop frequently used services to the top for efficiency.

• Customise the service list to match your workflow.
   

11. Service Management and Workflow Simplification

The lecture emphasises the importance of simplifying workflows and service management within Engager, focusing on limited companies, VAT, and related services. Disabling unnecessary services rather than deleting them helps maintain system clarity. The workflow should be tailored to the firm's needs, with phases and checklists kept as simple as possible to ensure team compliance and efficiency.

- Disable, don't delete, unnecessary services to keep the system tidy.

• Focus on core services: limited company accounts, VAT, self-assessment for directors, CSO1, CT600.
• Engager's workflow can be customised with phases, checklists, and statuses.
• Internal-only services (e.g., onboarding) are trackable but not shown to clients.
• Checklists provide detailed control but should not be overly complex.
• Budgeting time for each phase helps identify training needs and inefficiencies.
• Workflows should be reviewed with the team to avoid unnecessary complexity.
• A basic workflow includes: collect records, produce accounts, internal review, send for approval, filing, and updating records.
   

12. Community and Resource Sharing

Engager has a Facebook community with close to 2,000 members, providing a platform for users to share templates, documents, and real-world experiences. While the community is valuable, users are advised to consult their governing bodies for official documents. ChatGPT can also be used to generate custom schedules or templates.

- Facebook community has close to 2,000 members.

• Users can request and share templates and documents.
• Official documents should be sourced from governing bodies.
• ChatGPT can assist in creating custom schedules.
   

13. Pricing Strategies in Engager

Pricing within Engager is highly customisable, allowing for unlimited pricing caveats based on client record type, urgency, trade complexity, and other factors. There is no one-size-fits-all approach; each firm should develop its own pricing strategy. Resources such as the 'Engager pricing deep dive' and 'Mastering Pricing in 2025' webinars and downloadable books are available for guidance.

- Pricing can be adjusted for record type, urgency, trade complexity, and more.

• No standard pricing is recommended; each firm should set its own.
• Engager allows for 37 or more different ways to price per job.
• Resources include webinars and downloadable books on pricing.
   

14. Workflow Example: Year-End Accounts

A basic year-end accounts workflow includes collecting records, producing accounts, internal review, sending for approval, filing, and updating records. Each phase can be assigned to specific team members with time budgets. Checklists can be used for detailed steps but should not be overly burdensome. The system supports tracking, communication, and escalation when help is needed.

- Phases: collect records, produce accounts, internal review, send for approval, filing, update records.

• Assign responsibility and time budgets for each phase.
• Checklists should mirror workflow phases and remain simple.
• System supports tagging, escalation, and communication with clients.
• Templates and emails can be triggered at key workflow points.
   

15. Client Onboarding and Custom Fields

Engager allows for easy onboarding of new clients by importing data from Companies House. Custom fields can be created to capture any additional client information. Multiple companies and directors can be linked for streamlined access and management.

- New clients can be imported directly from Companies House.

• Custom fields allow for flexible data capture (e.g., favourite biscuit).
• Multiple companies and directors can be linked under one login.
   

16. Setting Up Pricing and Letters of Engagement

The process of building a letter of engagement involves setting up pricing based on client industry, record type, and record quality. Pricing can be adjusted for different industries (e.g., IT vs. construction), record systems (e.g., Xero, QuickBooks, Sage), and client-specific factors. The system allows for easy delegation and customisation, and generates documents with all relevant fees and service details.

- Pricing starts at £100 a month for IT clients, but can increase (e.g., £625 a month) based on factors like industry and record quality.

• Different industries require different levels of work and pricing.
• Record type preferences (e.g., Xero, QuickBooks, Sage, spreadsheets) affect pricing.
• The system allows for overriding default prices and assigning tasks to appropriate staff (junior, senior, partner).
• VAT can be set as quarterly with a fee of £337; CSO1 is a one-off annual fee of £100.
• Internal deadlines can be set (e.g., three months before filing deadline).
• Catch-up fees are calculated for clients joining partway through the year (e.g., £250 over eight or twelve months).
• External system IDs (Salesforce, Xero) can be included.
• Once the letter of engagement is signed, services are enabled automatically.
• Customisation is possible before sending the letter for e-signature.
   

17. Editing Templates and Client Records

Templates for letters of engagement can be reverted to their original versions via the Help Center. Client records can be edited by locating the client and updating their general information.

- Amended templates can be restored from the Help Center by searching for 'templates'.

• Client records are accessible and editable via the general info section.
   

18. Importing Clients into Engager

Importing client data is a critical, one-time process that requires careful planning. All necessary data must be included in the initial import, as additional data cannot be overlaid later. The import tool supports up to 616 fields for limited companies, and users are advised to be selective to avoid unnecessary complexity. Assistance is available for planning the import, and bulk edits can be made post-import for certain fields.

- Import is a 'once and done' process; missing data cannot be added later via import.

• If data is missed (e.g., date of birth for 500 individuals), it cannot be uploaded separately later.
• Removing incorrect imports takes 2-3 days of development time.
• A master form should be built before importing; consult with operations staff for planning.
• There are 616 fields available for limited companies; users should select only necessary fields.
• Company House data (e.g., registered office, SITCOs) can be pulled automatically; avoid duplicating effort.
• Tax references, CAT codes, UTRs, VAT dates, and PAYE references should be included if needed.
• Custom fields must be mirrored in Engager before import.
• Service details (e.g., limited company accounts, VAT, CSO1) can be activated during import.
• Bulk edits are possible post-import for turning on services.
• For individuals and sole traders, include status, preferred name, date of birth, home address, tax references, NI number, UTR, VAT, and self-assessment details.
• The import form is generated based on selected fields; more fields mean more spreadsheet columns.
• Duplicates (e.g., email addresses) are flagged by the system.
• Manual entry is recommended for a small number of charities or partnerships.
• Implementation assistance may be offered in-house next month, and will be chargeable.
   

19. Q&A and Final Advice

Questions addressed included reverting templates, editing client records, and best practices for importing clients. The session concluded with advice to import the majority of clients (limited companies and individuals) in one go, and to handle small numbers of other client types manually. The session took place on the 25th of the month, close to a filing deadline.

- Templates can be reverted via the Help Center.

• Client records can be edited in the general info section.
• Bulk of client import should be done for limited companies and individuals.
• Manual entry is recommended for small numbers of charities and partnerships.
• The session was held on the 25th of the month, a week before a filing deadline.
   

Suggestions

• Use the Q&A feature for questions to streamline responses.
• Always check the help centre first before escalating support requests.
• Encourage juniors to focus only on their assigned tasks to reduce overwhelm.
• Use internal deadlines to manage client expectations and early delivery.
• Complete settings methodically to avoid downstream issues.
• Ensure your practice is set to England and Wales to maintain Companies House API functionality.
• Use the provided templates as a base and align them with your governing body for compliance.
• Utilise hard coded services for accuracy and efficiency.
• Organise your service list to prioritise frequently used items.
• Keep workflows and checklists as simple as possible to ensure team engagement and accurate record-keeping.

AI Suggestion

• The core of this lesson is understanding efficient client onboarding and workflow management in Engager. It's recommended to start with importing a sample client list and configuring a basic workflow to grasp client onboarding and workflow management through hands-on practice.

• Core content of Client Onboarding: Import client data from Companies House and use custom fields for flexible information management; link multiple companies and directors for streamlined access.

• Core content of Workflow Management: Jobs are tracked by type, due date, and status, with Kanban and list views. Internal and statutory deadlines are visually indicated, and workflows can be customised.

• Additionally, here are some extracurricular resources:

• Practical application of Client Onboarding: https://support.engager.io/hc/en-gb/articles/Client-Import-Guide

• Alternative perspective on Workflow Management: https://www.accountingweb.co.uk/tech/tech-pulse/workflow-management-for-accountants

• Engager Facebook Community for peer support: https://www.facebook.com/groups/engagercommunity