By Legal Futures Associate Perfect Portal [1]
Client onboarding has long been recognised as one of the most process-driven stages of a legal matter. It is where compliance requirements are met, information is gathered, and instructions are formally confirmed. For firms, it is a necessary and structured part of delivering legal services.
Across the sector, most firms would reasonably say that their onboarding processes are working. ID Verification is completed, Source of Funds checks are carried out, and the required information is captured through forms. From a compliance perspective, the process is functioning as intended.
However, there is a growing recognition that “working” does not necessarily mean working well.
The issue is not one of compliance, nor is it simply a matter of perception. It is a question of delivery. In practice, onboarding is often slower, more manual and more fragmented than it needs to be. Processes that should feel clear and connected instead become disjointed, shaped by multiple systems, repeated requests for information and inconsistent communication.
This disconnect reflects a broader challenge within the sector – a gap between how onboarding should operate and how it actually functions in reality.
While firms are meeting regulatory requirements, the way those requirements are brought together can introduce unnecessary friction into the process. ID checks, Source of Funds requirements, digital forms and client communication are frequently managed across separate touchpoints, creating inefficiencies internally and a lack of clarity externally.
The impact is felt on both sides. Internally, firms face increased administrative burden, duplicated effort and time spent chasing information. Externally, clients experience delays, uncertainty and a process that can feel more complex than necessary. Over time, this has become widely accepted as part of onboarding, but acceptance does not equate to effectiveness.
As expectations continue to evolve, this gap is becoming more difficult to ignore. Clients are increasingly accustomed to digital-first experiences that are guided, transparent and easy to navigate. When onboarding falls short of this, it can shape perceptions of a firm from the outset, influencing both trust and confidence in the service being delivered.
Importantly, addressing this issue does not require a compromise on compliance. A more structured and connected approach to onboarding can strengthen outcomes, improving data accuracy, consistency and auditability, while also making the process easier for clients to navigate.
The challenge for firms, therefore, is not understanding what needs to be done, but how it is delivered in practice. Bringing together ID Verification, Source of Funds checks, digital forms and client communication into a cohesive journey is key to reducing friction and improving both efficiency and experience.
Perfect Portal is exploring these themes further in its latest guide, which examines the full onboarding journey and the gap between how onboarding should operate and how it is currently delivered. The guide highlights where inefficiencies commonly arise and what a more effective, experience-led approach can look like in practice.
Firms interested in reviewing their current approach to onboarding can register for early access to the guide ahead of its release.
👉 Register for early access to the guide here [2]