How illumin8 transformed client onboarding and advisory workflows with Content Snare

Gathering accurate data from clients — and doing it in a timely manner — is a truly challenging aspect of running an accounting practice. For many firms, it remains a manual and disjointed process that consumes valuable resources.

illumin8, a progressive accounting, bookkeeping, and advisory firm, was no exception. Their team struggled with a fragmented approach to data collection that involved multiple platforms, constant follow-ups, and limited visibility into request status.

That all changed when they implemented Content Snare as their centralized client information system. We spoke with Shane Scott, Head of Operations at illumin8, about how this technology transformation has improved both their client onboarding and ongoing advisory workflows.

From manual chaos to automation

illumin8 is a forward-thinking accounting firm that prides itself on delivering high-value advisory services to clients. However, their old way of collecting client information—through a mix of emails, Typeform, and follow-up messages—was inefficient and difficult to track.

This is how Shane Scott describes it: 

The problems we had were mainly around efficiently getting information from our clients and being able to track where those information requests were at. And then we would have to track which ones have been actually completed, and then cross-reference that with our task lists. And it was a very manual and tedious process.

This often resulted in missing information and a lack of visibility over where requests stood. Recognizing the need for a more efficient solution, the illumin8 team sought a tool that would allow them to centralize data collection and automate follow-ups while easily tracking responses.

Finding a solution that actually works

illumin8 adopted Content Snare as their new data collection system and immediately noticed improvements in their workflows. The biggest game-changer? Automation and visibility:

We absolutely love it because we can go ahead and gather all the information in one form and do that in a way where we're not having to go back to the client in a bunch of different ways for missing information.

While there are other form-building tools available, Content Snare stood out because it was designed with accountants and professional services in mind:

It talks to the tools we already use, like FYI, which means we don’t have to copy and paste information between systems. Plus, it allows us to send forms to multiple people in a company, which is important because we don’t always know who has the right information.

Thanks to automated reminders, clients are prompted to submit their information without illumin8 having to chase them manually. This has led to a massive reduction in delays. Shane adds that the entire team also loves comments within forms as they can say “no, that's not quite right.”

We've absolutely loved how our clients really use the comments feature and allow us to go back and forth with them and clarify what works and what doesn't and what we need to get back from them.

A game-changer for advisory workflows

illumin8 also uses Content Snare for their advisory services, where gathering financial data from clients is critical. Before using Content Snare, tracking responses for advisory meetings was exhausting:

We’d send out emails for all our upcoming advisory meetings and then manually track which clients had responded. If they hadn’t, we’d have to send reminders one by one. It was a huge drain on time.

With Content Snare, illumin8 can now track all requests in one place, making sure they have all the necessary data before advisory meetings. This structure allows them to focus on high-value client work rather than administrative tasks.

Enhanced efficiency paired with improved client experience

One of the major advantages the company has seen is the improved experience for both their team and clients. Internal visibility over data requests has made management and quality control easier:

As a manager, I can now see exactly where things are at, rather than relying on my team’s updates. We can also make sure that these things are being asked in a similar repeatable fashion each time, using the language that we want to use, no matter which team members are delivering it.

At the same time, the ability to pre-fill forms with existing client data has led to better accuracy and smoother interactions:

We now pre-fill client details instead of asking for them repeatedly. Clients appreciate that we’re not making them re-enter information they’ve already provided.

The cost of delaying progress is too high

If your firm is still using outdated methods for client data collection, it might be time for a change. Content Snare offers a structured, automated approach to gathering and managing client information, without the headaches of endless emails and follow-ups.

Shane Scott puts it simply:

If you need to collect information from clients, stop doing it manually — just use Content Snare. It’s one of the products we're glad to be using.
Ready to streamline your workflows? Start your 14-day trial today and experience a smarter way to collect client data.