HOW IT WORKS

The Client Onboarding Process, Explained

From invitation to verified client in five stages – and you can see exactly where everyone is, the whole way through.

Most onboarding processes fail in the gaps: the form that was never returned, the document that was missed, the client who meant to finish and then forgot. The OnBoardNow client onboarding process is designed so those gaps do not exist. Every step is guided, every outstanding item is visible, and every client is chased automatically.

It works. Streamlining the onboarding process cuts onboarding time by around 30% and improves operational efficiency by roughly 20%, according to research by Fenergo and Forrester Consulting.

There is a second benefit that firms tend to notice only after they switch. When onboarding is manual, the process lives in individual people’s heads and inboxes — which means it stops when they are on holiday, and it varies depending on who is running it. When it runs as a defined workflow, every client is onboarded to the same standard, in the same order, whoever happens to be handling them.

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The Process

How it works

Trigger the Flow

Your firm selects the right onboarding flow for the scenario. If integrated with Clio or another system, this is triggered directly from the matter — no re-entering client details.

Secure Link Sent to Client

A secure, personalised link is sent to your client via email. No account or login is needed on their side. They simply open the link on any device.

Client Completes the Journey

Your client is guided step by step — answering questions, uploading documents, completing compliance checks, and where required, verifying their identity using the OnBoardNow mobile app. Everything happens from their phone.

Information is Structured

Every step is monitored in real time. You can see exactly where the client is in the process — no chasing, no uncertainty.

Outputs Returned to You

All data, documents, checks and identity verification results are structured and returned directly to your case management system — or delivered in a fully organised, referenced format ready to use.

Tenant Onboarding — James R.

ACTIVE

Flow triggered

Link sent

Client completing

Tracking

Outputs returned

3 of 5 steps complete

No chasing. No gaps. No guesswork.

Identity Verification

✓ Identity Verified

The App

Identity verification as part of the flow

The OnBoardNow mobile app is fully integrated into the onboarding journey — not a separate step.

Where identity verification or document capture is required, clients are seamlessly guided into the app as part of the same process, and then returned to the flow once completed. Everything remains connected, with no duplication or disruption.

Secure ID capture — passport, driving licence, and more
Mobile-first verification experience
Fully linked to onboarding workflows
Designed for compliance-heavy processes

→ Learn more about the OnBoardNow App

Outputs

What you receive

Once onboarding is complete, everything is returned to you in a clear,
structured and immediately usable format.

Structured Data

Client information, questionnaire responses and
compliance details — organised and ready to use, with no manual data entry required.

Documents

All uploaded documents collected in one place — ID documents, proof of funds, supporting files — clearly referenced and linked to the client record.

Verified Identity

Where identity verification was required, confirmed verification results are included — completed via the OnBoardNow mobile app as part of the same process.

Completed Checks

AML, KYC, PEP and sanctions checks, Right to Rent or Right to Work results — all completed, recorded and returned with the onboarding package.

For integrated systems such as Clio, all outputs are delivered directly into the correct case file.