Client retention for accounting firms: know who needs you before they leave

Clients rarely announce they are leaving

Often a firm learns a client has gone when a professional clearance request arrives from another firm. Looking back, the signs were there: no contact for months, invoices sitting unpaid, emails getting shorter. Nobody was looking at all of it together.

What Nagaris Score does

Nagaris Score weighs a range of factors for every client group, from how often you have been in touch and whether their invoices are up to date to the tone of their emails. It turns them into one score and recommends how to fix the relationship.

• A range of factors. Contact frequency, billing, payments and email tone, weighed together.
• One score per group. See at a glance which relationships are healthy and which are slipping.
• What to do next. A recommended next step for every client at risk.
• No surveys. Built from what already happens with each client, so nobody fills anything in.

Why per group

An accounting relationship is usually a family group, not one entity. The trust, the company, the SMSF and the individuals are one relationship with one decision maker. Scoring the group matches how the firm actually wins and loses work, and how Nagaris already handles group-first proposals.

Using the score in practice

A partner opens the scores for their book on a Monday. Most groups are healthy. Two are slipping: one has had no contact since lodgement and an invoice past due, the other's recent emails have turned short. Each comes with a recommended next step. The partner calls one and asks Ask Nagaris to draft a check-in email to the other, then edits it and sends.

Who it's for

Partners with large client books who can't personally check on every group, and firms that want to act on a slipping relationship while there is still time.

How it fits with the rest of Nagaris

The score draws on what is already on the client file: emails, calls, texts, meetings and billing. Once you see a group at risk, Ask Nagaris can draft the email from the client's file, ready for you to edit and send, and the team can plan the follow-up in the client's room in Client Rooms. For the money side, firm reports show slow payers and who owes what.

Price

Nagaris Score is part of the Nagaris platform, with plans from $495 a month. See full pricing on the homepage.

Questions

What does Nagaris Score measure?

A range of factors including contact frequency, billing, payments and the tone of emails, weighed together into one score.

Is the score per client or per group?

One score per client group.

Do clients have to fill in a survey?

No. The score is built from what already happens with each client.

Does it tell me what to do?

Yes. It recommends a next step for every client at risk.