Real engagement, anonymised. Client identity withheld. We publish measured numbers only once they're measured; this page describes what was built and what changed.
The problem.
A 12-person UK accounting firm. Mixed client base of small businesses and contractors. The team was producing good work, but the partners kept catching the same pattern at the end of each week: a big chunk of fee-earner time had been spent on the reminder-and-status layer rather than on the actual client work.
The specifics. Invoices going out, but follow-ups falling through the cracks. Document-collection sequences (year-end records, signed engagement letters, KYC) sitting in shared inboxes for weeks. Weekly client status summaries being written from scratch every Monday morning. None of it required judgement or relationship knowledge. It was just hours, every week, taken out of the team's schedule by work that didn't need a human writing it from scratch.
What we did.
The engagement started with a workflow audit: 90 minutes with the managing partner and two senior fee earners, walking through how a client moved through their practice end to end. The audit report flagged the reminder-and-status layer as the work with the biggest payoff, and explicitly recommended leaving the client conversations and tax advisory work untouched.
From there, we built six AI workflows:
- Invoice-chaser flow that nudges clients on a schedule and quietly stops when paid.
- Document-collection chasers for year-end records and engagement letters.
- Weekly client status digest pulled from their practice software, drafted in the firm's tone.
- Year-end and VAT-deadline reminder sequences that match the firm's service calendar.
- Onboarding intake that captures everything they need before the first client call.
- Quiet anomaly checks that flag unusual entries to the partner before they go out.
Everything was built inside the firm's existing tools: their practice software, their email, their CRM. Nothing was migrated. Every templated message went through the team's sign-off before going live, and the tone was tuned over the first two weeks until it sounded like the firm writing.
The outcome.
The chasing now runs on its own. The partners spend Monday mornings on client work instead of status emails, and the time that used to go on paperwork now goes somewhere visible: client conversations and new-business meetings.
What changed in practice:
- Clients are nudged about invoices on a consistent schedule rather than when someone remembers.
- Late filings caused by missing client documents stopped piling up; the chasers run on their own.
- The Monday status digest is drafted before anyone opens their email.
- The audit report told the firm what not to automate, and that work stayed human.
The work that always mattered most for this firm, the client conversations, the tax advisory work, the judgement calls, was untouched. The team is the same team. They just have more of their week back.
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