How Orca Accounting Scaled 4.5x in 7 Months with Professional Client Portal Software

Moving Beyond Informal Client Management

When Leah McCool launched Orca Accounting in April 2024, she knew from her experience in both public accounting and startup environments that client experience would define her new practice. Having witnessed the professional approach of large firms using secure file sharing systems and the chaotic informality of startup communication, she was determined to create something better.

"I didn’t love the informal approach of the startup environment," Leah explains. "Most client communication happened over email, but I wanted to create a more branded, professional client experience."

Operating virtually with most of her clients, Leah’s initial approach involved a patchwork of tools: shared Google Drives for file sharing, email for communication, and text messages for quick updates. This fragmented system made onboarding new accounts a more time-consuming process that could stretch up to two weeks per client.

"Before implementing Copilot, I was juggling shared Google Drives, email, and text messages for different clients," she recalls. Now, "Having everything consolidated in one place has made a tremendous difference."

Streamlined Onboarding with Branded Client Experience

After evaluating competitors including Dubsado, Karbon, and Moxo, Leah chose Copilot for its ease of implementation, modern interface, and reasonable pricing. She was looking for "a portal that was easy to implement, that I could do in a weekend, that was modern and that was just easy to use for everybody."

Leah adopted Copilot's comprehensive client portal to:

Automate Client Onboarding Process

Leah uses custom onboarding forms to gather client information. She has a standardized automated file folder setup that comes when each client enters the portal, and leverages Copilot’s tasks app to guide clients through required steps. Leah also has several contract templates that are sent when clients go through onboarding.

Manage Client Communications

Leah’s clients can now reach her through her portal’s secure messaging app in addition to text and calls. Clients can also schedule monthly check-ins via her portal's Calendly integration. Leah shares reports back to her clients in the same secure file channel, and her clients can pay their monthly invoices easily on the same platform.

Copilot allowed Leah to create what she describes as a "hospitable" brand experience while maintaining the professional security standards she had experienced in corporate environments.

Dramatic Growth and Client Satisfaction

The impact on Leah's business was substantial. Within seven months of implementing Copilot, she was able to quadruple her client base, a growth that she directly attributes to the professionalism and efficiency of her new client portal onboarding.

"Every client said this was such an easy onboarding experience," Leah notes. “The first step of working together feels effortless, and that creates a powerful first impression."

By centralizing all client communication, file sharing, and project management within a single platform, Leah eliminated the time-consuming process of chasing clients for information across multiple channels. The task management system provides built-in accountability, serving as "a constant reminder that outstanding items need to be addressed."

Looking ahead, Leah is planning to hire team members within the next quarter to support her continued growth, confident that the professional systems she's built with Copilot will scale with her expanding practice.

"The client feedback has been overwhelmingly positive," Leah concludes. "My clients love the platform, and I love using it. The Tasks app and the entire process have been fantastic for our practice."