Quick answer
Clients use a portal when the request is specific, the next action is obvious and the firm consistently keeps documents and responses in the same workflow.
Why client portals are often underused
Four rules that improve adoption
Ask for one clear thing
Use plain labels and a period, such as “Barclays statements to 31 March 2026”.
Use one route
Make the portal the normal record-exchange route rather than an optional extra.
Show progress
Clients should understand what has been received and what is still outstanding.
Keep replies in context
Questions and files should stay connected to the client and request.
What the Balansix client experience is designed to do
Balansix connects client-facing uploads and requests with the practice’s client record and accounting workflow. The objective is not to give the client accounting software; it is to give them a clear place to provide what the accountant needs and see the relevant status.
How to roll out a portal without disrupting the practice
Start with a small cohort of clients and one recurring workflow, such as year-end records or quarterly VAT documents. Use the same wording, observe where clients hesitate, improve the instructions and only then widen the rollout.
Measure behaviour, not registrations
A high number of portal accounts does not prove adoption. Track whether clients actually upload through the portal, whether the number of manual chasers falls, and whether staff stop duplicating records into other systems.
Frequently asked questions
How do accountants get clients to use a client portal?
Make the portal the normal route for a specific accounting task, keep requests clear, minimise login friction and avoid running a parallel email process for the same documents.
Should accountants stop accepting documents by email?
Practices can set their own transition policy, but adoption is harder when clients receive conflicting signals about where records should be sent. Security and accessibility requirements should also be considered.
What makes a good accounting client portal?
It should provide secure access, clear requests, straightforward uploads, visible outstanding items and communications linked to the client and work being completed.
Does Balansix give clients access to the full accounting system?
The client portal is designed as a client-facing experience rather than exposing the practice’s internal accounting workspace. Access is controlled around the information and actions intended for the client.