Case study · Firm OS
Firm OS: client documents in, filings out
A WhatsApp-driven workflow for a chartered accountancy firm. Documents are read into fixed fields, routed to an owner, and filed on time.
The problem
The work starts in a chat thread
A firm lives on documents that clients send whenever they like, through whatever app is closest. The work is real, but finding the paper and knowing the next step eats the day. It goes wrong in four familiar ways.
- Documents arrive everywhereWhatsApp, email and paper, all mixed together.
- Staff hunt instead of workScrolling through chats to find one statement.
- No one owns the next stepWork waits on nobody, because nobody was named.
- Deadlines sneak upStatutory dates live in people's heads.
How it works
Four steps, from message to filing
Watch one batch of client documents travel through the firm. Pick a step to jump to it.
Firm OS
Filed on time, and the client hears back
A filed stamp, a ticked statutory date, and a message back to the client on WhatsApp.
- Clients send documents on WhatsApp, and each one is acknowledged. Invoices, bank statements and ID cards land in one place, each with an acknowledgement.
- AI reads each document into fixed fields; anything unclear is flagged. Every document becomes the same set of fields. A person looks at the ones the AI is unsure of.
- Every piece of work has a lane and an owner. Work flows into a lane for each service. Partners see every lane, juniors see their own.
- Filed on time, and the client hears back. A filed stamp, a ticked statutory date, and a message back to the client on WhatsApp.
Receive
Clients send documents on WhatsApp, and each one is acknowledgedInvoices, bank statements and ID cards land in one place, each with an acknowledgement.Read
AI reads each document into fixed fields; anything unclear is flaggedEvery document becomes the same set of fields. A person looks at the ones the AI is unsure of.Route
Every piece of work has a lane and an ownerWork flows into a lane for each service. Partners see every lane, juniors see their own.File
Filed on time, and the client hears backA filed stamp, a ticked statutory date, and a message back to the client on WhatsApp.
What a person still decides
Partners review and sign. The AI never files on its own.
The AI reads and sorts. A person looks at every field it is unsure of, and nothing moves on until that doubt is cleared.
Each lane has an owner, so there is always a name against the next step.
Partners review and sign every filing. The system prepares the work and tracks the date, but it never submits anything by itself.
The client is told when it is done, so nobody has to chase.
Where it is used
Firms that run on client documents
- Chartered accountancy firmsTax returns, indirect tax, audit and payroll, each with its own lane.
- Professional-services firmsAny practice that collects paperwork from clients and files on their behalf.
- Growing teamsPartners get the full view, juniors get a clear list of their own work.
Next
Bring a messy inbox and see a clean queue
A short call is enough to see whether Firm OS fits how your firm handles client work.
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