How to Stop Wasting Time Chasing Clients in MTD

Accountants are spending hours each week chasing clients for missing information – not because they want to, but because they have to. As Making Tax Digital (MTD) deadlines draw closer, firms are under pressure to stay compliant, reduce admin, and keep clients on track. Yet communication delays remain one of the biggest bottlenecks in MTD workflows.

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So how do you reduce the time drain chasing client data and avoid late client submissions for MTD? The answer lies in rethinking how you communicate – and how you automate.

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The Real Impact of Client Delays on MTD Workflows

Client delays might seem like a minor issue, but in the world of Making Tax Digital, they can trigger a cascade of knock-on effects. Missing documents, slow replies, and unclear messages all create communication gaps in MTD processes – which can quickly lead to compliance risks.

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Many firms still rely heavily on email to gather client records, even though it’s no longer fit for purpose. Emails are easy to miss, slow to open, and even slower to respond to. These MTD client communication delays put pressure on deadlines, limit review time, and drain capacity from client-facing teams.

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The result? Slow client response on MTD issues create inefficiencies that affect not only productivity, but service quality too.

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How Chasing Clients Wastes Time and Kills Profitability

Chasing clients under MTD isn’t just frustrating – it’s expensive. Research from Glasscubes found that professionals lose up to 20 hours per month chasing clients for missing data. For accountancy firms, that’s time that could be spent on billable work, checks, or supporting more clients.

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These hidden costs of MTD compliance eat into your margins. Every follow-up email, phone call, or reminder takes time. Multiply that across a portfolio of VAT or ITSA clients, and it becomes clear: MTD profitability risks are real.

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Worse still, these inefficiencies increase the chance of missed filings and non-compliance. If a client fails to respond in time, the accountant ends up shouldering the burden – and often the blame.

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To avoid late client submissions under MTD, firms need a faster, more reliable way to engage with clients and keep tasks moving.

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Simple Ways to Speed Up Client Responses for MTD

Speed matters. One of the most effective ways to improve MTD workflow efficiency is to rethink how and when you contact clients, and through which channels.

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Traditionally, email has been the go-to method, but it's often unreliable when time is tight. Open rates for emails in professional services sit at around 20% (Campaign Monitor), and replies can be delayed by days. In contrast, messaging platforms like WhatsApp boast a 98% open rate, with most messages read in under five minutes – which is why there is a growing trend towards using messaging apps for client communications.

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But improving MTD response times isn’t just about switching platforms, it’s also about designing better processes and using the right tools for the job. Here are five MTD accounting efficiency tips to reduce admin time for MTD accountants:

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• Use faster communication channels: Messaging apps like WhatsApp offer real-time client engagement, but you can also consider secure client portals, SMS for urgent prompts, and even voice notes for quick responses. Choose the method that your clients are most likely to respond to promptly.

• Clarify what’s needed and by when: Vague requests cause delays. Use templates or pre-approved checklists that clearly spell out what documents are required for each MTD period, and by what date.

• Segment and prioritise: Identify which clients typically need more prompting and which are self-sufficient. Automate follow-ups for slower responders and focus personal effort where it’s most needed.

• Centralise communication: Whether you use ClientWindow to integrate WhatsApp into your email or other software, ensure all correspondence is logged against the client file. This avoids double-handling and miscommunication.

• Automate follow-ups: Use reminder sequences that trigger after set time periods. Many cloud practice management systems allow you to configure this based on task progress, not just deadlines.

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The goal isn’t to chase harder – it’s to chase smarter, with better visibility, clearer expectations, and the right tools at your side.

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Essential Automation Tools for MTD Client Management

Chasing clients manually is a time sink that undermines both efficiency and profitability. Fortunately, a new generation of tools is making it easier for accountants to streamline client communications, document collection, and deadline management.

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From automated WhatsApp prompts to integrated task workflows, there’s now a range of digital solutions designed to reduce human error, boost responsiveness, and track every interaction. These tools are especially valuable as MTD introduces more frequent reporting obligations, starting with quarterly updates under MTD for ITSA.

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Here are some of the best tools to automate MTD reminders and enhance your workflow:

• Integrated communication platforms: ClientWindow is a strong choice for firms that want to manage WhatsApp messaging centrally. Other firms may use built-in messaging from platforms like Karbon, AccountancyManager or Pixie, which link client tasks to communication threads.

• Cloud accounting software: Tools like Xero, QuickBooks and FreeAgent offer real-time financial data, digital record-keeping, and client dashboards, helping both you and your clients stay aligned on deadlines and deliverables.

• Bridging software: For clients still using spreadsheets, HMRC-approved bridging tools enable digital filing without forcing a full migration to new platforms. A full list is available on GOV.UK.

• Document collection platforms: Solutions like Dext, AutoEntry, Apron and Hubdoc can automate the capture of receipts and invoices. When combined with client messaging tools, this allows for seamless submission of required MTD documents with minimal back-and-forth.

• Task and deadline tracking: Your practice management system should allow for client-level tracking of document requests, upcoming MTD obligations, and historic submissions. Look for systems that integrate well with your communication tools, so whether a client sends a message by email, portal, or WhatsApp, your team has full visibility.

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By automating client data requests for MTD and integrating these tools into your everyday processes, firms can reduce stress, save time, and improve accuracy across their tax workflows.

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How ClientWindow Helps Accountants Fix MTD Inefficiencies

ClientWindow is business messaging software that integrates client WhatsApp communication with business systems – including your email, Microsoft Teams, and practice management tools.

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Rather than leaving messages siloed on standalone phones, ClientWindow automatically routes client WhatsApp messages to your shared inbox or workflow system. This allows your team to act quickly, maintain visibility, and reduce admin time.

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ClientWindow MTD efficiency solutions include:

• Centralised communication: All client WhatsApp messages are stored in your internal systems – no more chasing replies on standalone devices or personal phones.

• Automated WhatsApp prompts: Request receipts, invoices and approvals directly via WhatsApp – faster than email and clients continue to use their preferred messaging app unchanged.

• Secure storage and visibility: Every message becomes part of the client file, supporting GDPR compliance and audit trails.

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Firms using ClientWindow typically save up to four hours a week per team member – time that can be spent on high-value work instead of chasing. With ClientWindow tools for MTD firms, compliance becomes easier, and client service improves.

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