How Moxo transformed client collaboration for an accounting agency
At a glance
A leading accounting agency faced inefficiencies and security risks due to a fragmented tech stack. By adopting Moxo's all-in-one client hub, they streamlined secure chat, e-signatures, calls, and document management into a single platform. This shift reduced administrative time, sped up client processes, and improved client satisfaction. This case study demonstrates how a unified platform is the strategic step for future-proofing your firm.
The high cost of disconnected communication
Imagine a day in the life of a small but fast-growing accounting firm in Des Moines, Iowa. With just nine team members, they manage dozens of client projects, each with its own stack of tax filings, payroll runs, and financial statements. Like many firms of their size, they pride themselves on being hands-on and client-focused, but their growth has started to stretch their processes thin.
The average professional in the firm spends over 30% of their time on administrative tasks, much of which involves chasing down information. Add to this the constant security concerns of sharing sensitive financial data over unsecured channels like email, and the picture becomes clear: a fragmented approach to client communication isn't just inefficient, it's a significant business risk.
This is the reality for many firms today. They rely on a patchwork of tools: one for file sharing, another for e-signatures, and the ever-present inbox for everything else. This lack of a centralized system creates a "Client Collaboration Gap", a chasm between the modern, seamless experience clients expect and the messy, manual processes many firms provide. The good news? Forward-thinking firms are bridging this gap with a new, holistic approach to client engagement.
What is the "client collaboration gap"
For many firms, the Client Collaboration Gap is real. It is the disconnect between the seamless, digital experience clients expect and the fragmented processes accountants actually use. Instead of juggling multiple apps, unsecured emails, and manual reminders, firms need a unified way to engage clients. That is where a one-stop client hub like Moxo comes in.
The challenge: A real-world scenario at a growing agency
Before they discovered a better way, a rapidly expanding accounting agency faced these exact challenges.
Fragmented tools — documents in one file-sharing app, e-signatures in another, and all day-to-day communication stuck in email
Slow, confusing onboarding — clients complained about delayed responses and unclear next steps
Lost or missed messages — important instructions buried in overflowing email threads
Heavy manual workload — staff spent hours each week cross-checking platforms and sending reminders just to keep projects moving
Security and compliance gaps — no centralized audit trail to show who accessed or signed what, exposing the firm to risk
Operational strain — growing headcount couldn’t offset inefficiencies, leaving the team stretched thin and partners worried about data handling
The solution: Moxo, a one-stop client hub for accounting
Recognizing these pain points, the agency began searching for a solution that could do more than just one thing. They needed a single, unified platform that could securely manage the entire client journey. After a thorough search, they chose Moxo, a platform designed to automate human-driven processes. Moxo's "OneStop Client Hub" concept aligned perfectly with their goal of a seamless, all-in-one experience.
Implementing Moxo: A seamless transition
The transition was smooth. The agency migrated client files, set up branded portals, and got the team trained in less than a week. They were able to go live quickly and ensure full adoption, consolidating all workflows into a single interface.
The firm’s new way of working
Unified Client Portal: The agency created a branded portal for each client, providing a single source of truth for all communication, documents, and tasks. This eliminated the need for email-based requests and reduced clutter.
Secure File Sharing: Moxo's secure document vault and end-to-end encryption replaced insecure email attachments. The firm could now confidently share sensitive files, knowing they were protected and that access could be tracked and revoked.
Integrated e-Signatures: The firm's e-signature process was integrated directly into the portal, allowing clients to sign documents with a single click and with a comprehensive audit trail. This streamlined the process of collecting signed engagement letters and tax forms, helping the firm cut processing time in half.
Templatized workflow builder: Drag-and-drop templates with conditional logic kick off onboarding, tax-season checklists, and recurring tasks automatically, so staff spend less time chasing steps and more time advising clients.
Real-time Collaboration: Moxo's secure chat functionality allowed team members and clients to communicate in real-time, eliminating lengthy email chains and providing a permanent record of all conversations.
Third-party integration: Out-of-the-box connectors sync Moxo with CRMs, accounting platforms like QuickBooks and Xero, and cloud-storage tools, eliminating duplicate entry and keeping data consistent across the tech stack.
The results: Quantifiable success & client delight
The implementation of Moxo had a transformative impact on the accounting agency's operations and client relationships. The firm achieved significant, measurable results that directly addressed their initial challenges. The data tells a powerful story of improved efficiency and client satisfaction.
Tangible outcomes, powered by Moxo
Increased time savings: The firm saw a 54% reduction in overall process length, thanks to streamlined workflows and automated reminders. This freed up countless hours for the team to focus on higher-value advisory work.
Improved efficiency: The client onboarding process, once a multi-week ordeal, was reduced to a matter of days. This accelerated their ability to serve new clients and boosted their capacity by 75%.
Elevated client satisfaction: The secure and easy-to-use portal dramatically improved the client experience, leading to a measurable increase in satisfaction scores and positive feedback.
Spotlight on Accounting Wins with Moxo
Finrego slashed client onboarding time by 75%, unifying 100% of its client communications and supporting more than 400% growth, all while maintaining airtight compliance.
Accountific eliminated inbox chaos, cutting client-related email traffic by 90% and driving the same 90% client-adoption rate for its new branded portal, which now anchors every interaction.
K&A Mobile Tax Services moved its entire workflow, secure document exchange, chat, and approvals into Moxo, gaining IRS-ready encryption and a single audit trail that boosted client trust and let the founders scale without adding headcount.
Together, these firms show how a secure, branded, workflow-first portal and reporting dashboard can convert fragmented processes into measurable gains—faster onboarding, lighter inboxes, and happier clients.
A new era of professional service
The case of this accounting agency is a powerful example of how a shift from fragmented tools to a unified platform can transform a business. The challenges they faced – inefficiency, security risks, and a poor client experience – are not unique. They are the same pain points felt by firms in every corner of the professional services world.
The future of accounting is about more than just numbers; it’s about the seamless and secure delivery of service. Platforms like Moxo enable firms to create a truly integrated client experience, building a foundation of trust and efficiency that drives long-term growth.
To stay competitive, firms must move from a reactive, tool-based approach to a proactive, platform-centric strategy. This strategic shift is what allows firms to not only survive but thrive in an increasingly digital world.
To learn more about how technology is shaping the future of professional services, book a demo with Moxo.
FAQs
What is the main benefit of a one-stop client portal for accounting?
The main benefit is consolidation. A one-stop portal brings all client-related activities, like communication, document sharing, and e-signatures, into one secure, centralized place, eliminating the need for multiple tools and disorganized email chains.
How does a platform like Moxo help with compliance?
By providing a comprehensive audit trail, end-to-end encryption, and role-based access controls, a secure platform helps firms maintain a clear record of all client interactions and data access, which is crucial for meeting regulatory and compliance requirements. It also reduces phishing risks by encouraging document sharing only within secure client portals instead of vulnerable email attachments.
Is a client hub a good fit for a small accounting firm?
Yes. While the featured agency was growing, the fundamental problems of inefficient communication and data security were universal. A client hub can help even a small firm operate with the efficiency and professionalism of a much larger one. White-labeled, branded portals also give small firms the polish of a larger organization and help them scale gracefully without immediately adding headcount as they grow.
