How to handle your least digital clients without creating more work

For many firms, the hardest part of Making Tax Digital (MTD) is not the software. It is the client who arrives with a bag of receipts, sends a spreadsheet months late, or goes quiet until the deadline is close.

That is not a reason to write those clients off. It is a reason to handle them differently.

Start the conversation before the pressure starts

The biggest mistake is waiting until filing time to talk about digital records. By then, the work is urgent, the client is stressed, and the firm ends up absorbing the admin.

A better approach is to agree early on how records will be captured, who is responsible for what, and how often information needs to be sent over. Some clients will manage with a simple routine and light reminders. Others will need more support or a more managed service.

It is also the right time to be honest. Does the client want to stay hands-on? Do they need training? Or would they be better off handing more of the bookkeeping over?

Support does not have to mean more manual work

Less digital clients are often treated as if the only options are full self-service or total chaos. In reality, there is a middle ground.

Many clients are not refusing technology. They are resisting change that feels abrupt or time-consuming. If the process feels familiar and simple, they are more likely to stick with it.

That is where the workflow matters. Most firms still need clients to move towards digital records, but without expecting everyone to become a software expert. In some cases, that means the accountant or bookkeeper does more of the processing, while the client provides the information in a simple, consistent way.

Match the workflow to the client

Not every client needs the same setup. Some are happy using bookkeeping software directly. Some are comfortable approving transactions but do not want to enter data. Some will never want to do either.

The key is to understand each client’s appetite for technology and build the workflow around that. A client who is unlikely to maintain digital records properly on their own may be better served by a managed bookkeeping arrangement using BrightBooks, with the firm doing more behind the scenes. The data can then flow into BrightAccountsProduction, creating a more joined-up compliance process.

Use technology to reduce friction, not create it

Modern workflows can make less digital clients much easier to support, especially when the heavy lifting happens in the background.

Bank-based feeds reduce manual entry. Simpler approval processes make it easier for clients to review what matters. AI-powered document capture can also help bridge the gap between paper habits and digital compliance.

BrightBooks' document capture tool is a good example. It can extract data from invoices and receipts directly into BrightBooks, so clients do not have to change everything about how they work overnight. They can still send paperwork in familiar ways, while the firm gets cleaner records with less rekeying.

Build training into the service, not as an afterthought

Less digital clients usually need confidence as much as instruction. A short walkthrough, a simple checklist or a clear explanation of what is needed each month can prevent a lot of chasing later.

This works best when support is built into the service from the start. That helps clients feel supported and helps firms avoid repeated last-minute rescue work.

Meet clients where they are

The goal is not to force every client into the same mould. It is to keep them compliant without creating extra work for the firm.

That means earlier conversations, clearer service boundaries and workflows that do more of the hard work in the background. For many firms, the right mix will include managed bookkeeping and document capture in BrightBooks and a smoother path through to BrightAccountsProduction.

Now is a good time to review how you support your least digital clients, and whether the right mix of workflows, training and services could reduce risk and workload across your client base.

This content may have been developed with the assistance of AI tools. Content is reviewed by a member of the Bright team before publication. Guidance on legislation can be obtained from your industry body.