Client Communication Tracker

Why track client communications?

Maintaining accurate records of client communications is essential to all CPA firms. In order to have increased client retention and
satisfaction, and to enhance networks and marketing plans, CPAs must easily be able to recall and verify previous client interactions.
These interactions may be personal in nature, such as learning that a client recently traveled to Europe, or financial in nature, such as
advising a client to do a specific action in order to save tax dollars.

Recalling personal information lets your clients know that you are listening to them and building relationships. Recalling important
financial information lets your clients know that you are very competent and professional and that each client is a priority to you.
Additionally, in times when the lead CPA is sick, out on vacation, or perhaps leaves the firm, tracking client interactions enables
anyone in the firm to quickly get up to speed and serve the client.

How should I track client communications?

Some of the best tools in the market to track client communications are web-based Customer Relationship Management (CRM)
packages. These systems track all client communication, and enable anyone in the firm to quickly access information to serve a client.
Though these systems may be ideal for some practitioners, for many practitioners a simple consolidated tracker, such as a Microsoft
Excel spreadsheet will suffice (and save money on software).

Example: Sally Doe (client) calls Janet Smith (CPA) on Monday morning. Janet’s secretary took a message and asked her to return
Sally’s call. Before Janet returns the call, she electronically pulls up the communication tracker, reads the recent correspondence trail
and refreshes herself on intricate details of Sally’s situation (including personal and business notes). Janet calls her client, has a
friendly conversation (chatting about family vacations and other updates) and answers Sally’s tax question. After the call, Janet
updates the client communication tracker to report the highlights of the phone call.

Sample tracker

Included in this workbook is a sample document that may be used to track client communications. Use this document for each client.
Jot down quick information regarding each interaction, and then save this document in your client’s file (recommended: in an
electronic file room or portal). Ensure that everyone in your firm constantly updates the document and that it is easily accessible.
Sample information is shown on the document to help you get started.
 

 2014 AICPA, Inc.

 CLIENT COMMUNICATION TRACKER
 2014 AICPA, Inc.
Client name:
Client number:

Form of communication/
Date Subject Details of communication/next steps
parties involved
1/5/2014 Travel plans to Europe In- I ran into Sally at the grocery store. She
Email ✘ Fax/lett
Phone person informed me that she is going to Europe for one
er/othe
call month (first time with her children). She plans
r to get me her tax organizer in late Feb.
Parties involved: Sally Doe, Janet
Smith, CPA
2/25/2014 Inquired about Roth IRA In- Sally wanted to know the Roth IRA contribution
✘ Email Fax/lett
contribution limitations Phone person limitations. I provided her the limits and advised
er/othe
call her to make a Roth IRA contribution by 4/15.
r Sally also said she will return her organizer by
Parties involved: Sally Doe, Janet March 5.
Smith, CPA
In-
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