Emails, letters, phone calls, texts, client portals, dedicated mobile apps – there is certainly no shortage of communication options we navigate daily. Throw in personal client preferences and getting important correspondence to your clients, it can easily become a minefield.
When it comes to sending important ATO correspondence, which option is right for your practice and your clients? And how do you implement a consistent approach while maintaining some level of flexibility for the handful of “special” clients you manage?
The answer lies in implementing document automation designed to provide a consistent and standardised approach to client communication, while still allowing certain levels of customisation. It might sound difficult, but thanks to the sophisticated robotic processing automation features of ATOmate, it doesn’t need to be.
ATOmate integrates directly with the ATO to automatically access all ATO correspondence across your client base, including but not limited to Notices of Assessment, BAS and PAYG, and Div 293 documents regardless of whether those have been distributed from the ATO by email, post, myGov account or practice mailbox.
These documents are then automatically processed within the ATOmate platform, cross checked against practice and document management data, and client-ready correspondence is prepared for the advisor or administrator to simply review, adjust where discrepancies are found, and send directly on to clients.
With all communications standardised based on comprehensive and customisable templates, you are able to maintain consistency and have peace of mind over what final communication your clients are receiving.
How you choose to send these documents to your clients is then up to you, with the ATOmate platform offering you the flexibility to choose to email clients directly, generate a letter document for you to print and post, or push correspondence and documents directly to a growing list of client portals.
There may not be a one-size-fits-all approach to your client base, so here are some key considerations for each communication method to help you decide which approach (or approaches) you want to implement in your practice:
These days, most clients are happy to communicate with their advisors by email as standard. Email communication is fast and efficient, and becoming more secure every day.
ATOmate automatically redacts TFNs from all documents, removing any concern for potential data or privacy breaches and making email an attractive option to communicate important ATO updates to clients quickly.
Client Portal
With many document management platforms providing dedicated client portals or external portal integration options, sharing documents and data via portals is becoming increasingly popular. Unlike email that may see attachments lost or forgotten about, portals provide a secure, central location for clients to access their complete history of shared documents. While sharing documents to clients via some portal platforms can be clunky or cumbersome, ATOmate’s growing list of portal integrations (most recently Virtual Cabinet Portal) allow you to share documents with a single click.
Post
We all have a handful of clients that prefer more traditional communication methods – letters and documents in the post, a telephone call to touch base, a visit to the office to sign off on annual paperwork. This portion of your client base may be small, but it’s important that they feel valued – so communicating with them in the way they like is key to maintaining what has likely been a very long relationship.
While other document processing platforms may make it difficult to switch between communication options, ATOmate allows you to generate personalised letters that are ready to print with the accompanying ATO documentation, for you to then pop in the post. ATOmate will also automatically file those letters and documentation directly to your document management platform, so you maintain a complete record of what has been sent to the client.
There are instances where a letter can go a long way, so it’s important your technology choice can easily facilitate the flexibility to choose how you communicate.
No two clients, and no two accounting practices, are the same, which is why ATOmate provides a range of client communication options – to give you the power and flexibility to choose which option is right for you and your clients, providing the perfect mix of automated consistency with flexibility. To find out more about how ATOmate can help your accounting practice transform the way you process and communicate ATO correspondence to your clients, click here to book a complimentary discovery call.
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