Step-by-Step Guide to Successfully Onboard Your Clients to Client Hub
1. Start with a Few Pilot Clients
Tip: Begin with 3–5 clients who are a good fit for trying out Client Hub. These are typically clients who:
- Communicate frequently with your team (ideally weekly or more)
- Are open to new tools and already use mobile messaging or apps
2. Frame the Change as a Win-Win
Tip: Clients may hesitate when asked to use a new app, so it’s important to explain why you’re making this change. Position Client Hub as a secure, organized alternative to cluttered inboxes.
Before sending invitations:
- Use our sample email templates to introduce the new process
- Invite clients to a short demo or presentation (via web or in-person) — a PowerPoint template is available
3. Send Client Hub Invitations
Once you’ve selected your pilot group and set expectations:
- Add each client’s workspace in Client Hub and send their invite
- Monitor acceptance: check the Client Details tab
- If no response within 2 days, resend the invite and follow up personally if needed (check spam folders or share the invite link via direct email)
4. Drive Quick Adoption with Tasks and the Mobile App
Tip 1: Use Client Tasks to create a simple “To Do” item, such as watching a welcome video or downloading the Client Hub mobile app
Tip 2: Encourage mobile app use — clients often find it the easiest and most convenient way to engage
Also, when clients have questions or to-do’s, assign them via Client Tasks to create regular engagement with the platform.
5. Provide On-Demand Training with Global Resources
Tip: Add “Client Hub How-To” guides from Global Resources directly to the client’s workspace.
- Assign a “To Do” task asking clients to read these guides so they can get comfortable with the platform on their own schedule
6. Offer a Grace Period, Then Reinforce the New Workflow
Tip: Research shows it takes about 21 days to build a habit.
- For active clients (weekly communication), set a transition period of about 2 weeks
- For less active clients, up to 30 days is fine — any longer risks losing momentum
After that:
- Always redirect client communication back to Client Hub
- If a client emails or texts you, reply from within the workspace
- If they call, summarize the conversation and post it as a task
- Set up a canned email response that redirects client emails to their workspace (include the login link) and let them know to call for urgent issues
7. Roll Out to More Clients and Scale the Benefits
Tip: Once you see success with your pilot clients, expand to others to improve efficiency and give all clients a better experience.
If your firm is larger and other team members haven’t used Client Hub yet, you can:
- Run an internal training session
- Request a complimentary demo from our team to help introduce it firm-wide
When inviting more clients, reuse the original templates you used with pilot clients — but now you can enhance the message with real success stories from your first group.