CRM for accountants and bookkeepers

Track client requests

Log each request with an owner and status, so nothing sits in one person’s inbox. A shared view of open requests shows where the team is stretched.

Recurring work and deadlines

Create review tasks for recurring client conversations and key dates, so the practice is reaching out before the client has to ask.

New client enquiries

Track prospective clients through enquiry, meeting, engagement and onboarding, with the source recorded so you know which referral partners send good-fit clients.

Planning around busy periods

Accounting practices have predictable peaks around tax time and BAS deadlines. Use the CRM to see which clients need what and when, and contact clients early with clear requests for the information you need. Spreading work out reduces the last-minute rush for everyone.

Onboarding new clients smoothly

1. Record the enquiry and the referral source.
2. Book an initial meeting and capture what the client needs.
3. Send the engagement letter through your usual process.
4. Create onboarding tasks for collecting information and setting up access in your practice systems.
5. Check in after the first piece of work.

Growing advisory work

Many practices want to offer more advisory services. Use the CRM to note clients who have asked about business planning, cash flow or growth, and set reminders to raise those conversations at the right time. Keeping track of these opportunities turns good intentions into actual conversations.

Tracking work without double handling

Practice management software often tracks jobs and time. A CRM adds the relationship side: enquiries, referral sources, conversations, client requests and opportunities for further work. Decide which system holds what, so staff know where to look and nothing is entered twice.

Managing client requests

Clients send questions by email, phone and in passing. Log each request with an owner and a due date so nothing relies on memory. A shared view of open requests, sorted by due date, shows who is stretched and lets a manager rebalance work before deadlines slip.

A worked example

A suburban bookkeeping practice logs every client request as a task with a due date, assigned to the right bookkeeper. A shared view shows requests due this week. Before BAS deadlines, a saved list of clients who still owe information drives a round of reminder calls. New enquiries are tracked from first call to engagement, with the referral source recorded, so the practice knows which local businesses send clients its way.

Quick checklist

• Log every client request with an owner and due date.
• Keep tax and financial records in your approved systems.
• Set reminders for recurring work and deadlines.
• Track new client enquiries and referral sources.
• Contact clients early before busy periods.
• Note advisory opportunities and follow them up.

Keep sensitive records in the right systems

A CRM isn’t an accounting ledger, tax preparation tool or client document vault. Keep tax file numbers and source financial records in the protected systems approved for them, and use the CRM for relationships, requests and follow-up.

Explore the accounting and bookkeeping starting point.

Common questions

This guide is general information for Australian businesses, not legal, tax or financial advice. Check anything specific to your situation with a qualified adviser or the relevant government agency.