Onboarding clients to Hubdoc

Find out what you need to be before, during and after bringing clients on to Hubdoc.

Hubdoc onboarding process overview

At a high level, the Hubdoc onboarding process involves these steps:

  1. Select a cohort of clients to add to Hubdoc
  2. Communicate that you’re adopting a new tool
  3. Meet/call clients in the cohort to explain the value of Hubdoc and what will change
  4. Meet/call clients in the cohort to complete an onboarding session 
  5. Add Hubdoc to standardized onboarding workflow for new clients
  6. Continue to optimize workflow
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Before onboarding

Before you begin to onboard your clients to Hubdoc, here are a few things to know:

  • To set up Hubdoc for your clients, you need to have admin or master admin permission in Xero HQ or My Xero Partner Edition.  Alternatively, ask the Xero subscriber to create the Hubdoc organization instead.
  • If your client is the Xero subscriber and you would like them to set up the organization and provide you with access, use this email template.

  • We recommend that one person at your firm, preferably the one who has created the Hubdoc organization for your practice and who has one of the above permissions, sets up all your client organizations. This way, one person has access to all client organizations and can easily give other staff access to multiple organizations at a time.

Setting up your client's Hubdoc organization

Follow these steps to set up a new client organization. 

For clients on a Xero Cashbook or Xero Ledger pricing plan, you’ll need to enter credit card details since Hubdoc is not included in those plans and will be billed separately. 

  1. From your client’s Xero organization, click the organization name, then select Hubdoc.
  2. Agree to the Hubdoc Terms of Use, Privacy Policy & Ownership Terms, then click Set up Hubdoc.
  3. As you've already got a Hubdoc user account through your Hubdoc practice organization, click Already have an account?, then click Sign in with Xero.
  4. Select the client’s Xero organization you want to connect, then click Allow Access.
  5. Enter and confirm your client’s email address.
  6. (Optional) If you want to invite your client into the organization now, select the Send email invite to client checkbox. Leave this checkbox clear if you don’t want your client to have full access to the organization, or you want to wait until you’ve finished the set up process.
  7. Click Create New Organization.

Once the client’s Hubdoc organization is created, it’s automatically connected to their Xero organization.

Managing staff access

There’s no cost to add staff to your practice's Hubdoc organization. Once they have access to the practice, you can grant them access to each client’s organization.

  1. Log into your practice's Hubdoc organization.
  2. On the Organizations screen, click Manage Practice Users.
  3. You might need to close the Xero HQ notification to reveal this button.
  4. Enter your staff member’s email address, then click Add New User.

As soon as you've added a staff member to your practice's Hubdoc organization, you can give them access to client organizations. The staff member will receive an email prompting them to set up their Hubdoc user account. You can then grant them access to your practice's Hubdoc clients. They can't look at any documents or add connections within the practice's own Hubdoc organization.

 

To add staff to client organizations: 

Access to a client’s organization means they can edit the client’s profile as well as manage and publish their documents to Xero or other platforms. 

  1. Log into your practice's Hubdoc organization.
  2. On the Organizations page, click Manage Practice Users.
  3. Click the staff member’s name.
  4. Select the client(s) you want to grant access to, then click Add Access.

Resources

Email template for clients setting up their own Hubdoc organization

If your client is the subscriber of their Xero organization, they can set up Hubdoc themselves. Use this template to tell your clients about Hubdoc and how to set things up.

Use the email template

Hubdoc webinar

Learn about the automation that can be achieved by using Xero and Hubdoc together. Find out how to streamline your workflows and automatically extract the important information you need.

Watch the webinar

 

During onboarding

At this stage you should cover the role Hubdoc will play in your relationship and your tech stack.


What to cover with your clients

If you haven’t yet given your client access to the Hubdoc organization, follow these steps. Then you can go over these processes with them:

If the client is using Hubdoc for document collection only:


If the client is doing their own bookkeeping:

Resources available on Xero Central

Get the most out of Hubdoc 

This course is for clients who will be using Hubdoc for their bookkeeping. Share the link so they can find out how to add, manage and publish documents in Hubdoc, upload receipts, and send them to Xero.

Hubdoc course

 

After onboarding

Follow up with your clients to reinforce the expectations you set during onboarding.

Have a discussion about:

  • Submitting paper documents: Remind them how to do so, and how often.

  • Any outstanding to-dos: Every client is different and is likely have questions about how Hubdoc fits into their new document capture workflow. Be sure to address any other questions, comments, or concerns.

Resources

Email template for following up after onboarding

Use this template as a starting point for communicating with your clients after the Hubdoc onboarding process.

Use the email template


From paper to Hubdoc

Your clients will still be responsible for uploading their paper documents to Hubdoc. This easy-reference guide offers instructions on how to upload paper to Hubdoc using the mobile app, email, scanner, or desktop.

Guide to getting documents into Hubdoc 

Hubdoc partner guides

More information