As accounting firms grow, client onboarding often becomes a hidden bottleneck. What starts as a simple phone call and a few follow‑up emails can quickly turn into a time‑consuming process filled with missing information, manual data entry, and unnecessary back‑and‑forth.

In this client project, we worked with an accounting firm to modernise their new‑client onboarding using Jotform. The goal was simple: collect the right information upfront, reduce admin time, and create a more professional first impression for new clients.

The Client

The client is a Brisbane based boutique accounting practice servicing SME's in Queensland and Interstate across a range of structures, including:

• Sole traders
• Partnerships
• Companies
• Trusts

Their client base spans multiple industries, which meant onboarding needed to be flexible while still capturing compliance‑critical information.

The Challenge

Prior to this project, the firm relied on an intial phone call and then subsequent emails to new clients at the start of the engagement.This approach created several challenges:

• Clients were needing to be contacted multiple times
• Key details such as ABNs, director information, and trust documentation were often missing or incomplete
• Staff spent significant time following up answers and clarifying responses

The firm wanted an onboarding solution that:

• Adapted to different business structures
• Reduced manual handling
• Improved accuracy and consistency of client data
• Reflected a more modern, professional brand

The Solution

We designed and implemented a smart new‑client onboarding form using Jotform, built specifically for Australian accounting requirements.The form was structured into logical sections and used conditional logic so clients only saw questions relevant to their business structure.This ensured the onboarding process felt shorter and clearer for clients, while still capturing all required information for the accounting team.

How the Jotform Was Built

Business Structure Selection

The form begins by asking clients to select their business structure:

• Sole Trader
• Partnership
• Company
• Trust

This single question controls the rest of the form, determining which sections and questions are displayed.

Sole Trader Onboarding Path

When a client selects Sole Trader, the form displays questions relevant to individual business owners, including:

• Full name of the individual
• ABN
• Date business commenced
• GST registration status
• Business address

Company, partnership, and trust‑specific questions are automatically hidden, keeping the form concise and easy to complete.

Partnership Onboarding Path

For partnerships, the form dynamically expands to capture:

• Partnership name (if applicable)
• ABN
• Trading name
• Partner details (with the ability to add multiple partners)
• GST registration details

This removes the need for follow‑up emails to clarify partner information or ownership structure.

Company Onboarding Path

Clients operating as a company are guided through a tailored set of questions, including:

• Company name and ACN
• Registered office address
• Director details (with support for multiple directors)
• Shareholder information
• ASIC annual review date

Collecting this information upfront significantly reduced compliance‑related follow‑ups.

Trust Onboarding Path

For trust structures, additional sections appear to capture:

• Trust name
• Trust type (e.g. discretionary or unit trust)
• Trustee details (individual or corporate)
• Beneficiary information
• Secure upload of the trust deed

Sensitive documents are uploaded securely during onboarding rather than requested later.

Services & Engagement Details

All clients, regardless of structure, are asked to confirm:

• Required services (tax returns, BAS, payroll, advisory)
• Preferred contact details
• Referral source

This helps align scope and expectations before work begins.

The Outcome

By replacing phone calls and emails with a smart Jotform workflow, the firm achieved:

• Faster and more consistent client onboarding
• Reduced back‑and‑forth with new clients
• Improved data accuracy across business structures
• A more professional and streamlined client experience
• Time savings for staff through reduced manual data entry

Our clients found the process easier to understand and appreciated only being asked questions relevant to their situation.

Jotform provided the flexibility needed to handle multiple Australian business structures while remaining easy for both clients and staff to use. The no‑code builder allowed the form to be refined over time as requirements changed, without introducing technical complexity.

This project highlights how thoughtfully designed online forms can have a huge impact on day‑to‑day operations. By using conditional logic and a client‑centric approach, onboarding became faster, clearer, and far less admin‑heavy. If your business is still relying on PDFs or email questionnaires for client onboarding, a solution like this can deliver immediate efficiency gains while improving the overall client experience.