In accounting firms, efficiency is everything. However, a significant portion of your team’s day is likely absorbed by non-billable work, some accounting firms mention 30% to 60% of their time —those necessary administrative tasks that keep client relationships moving but do not directly contribute to revenue. While these tasks may appear minor, together they consume hours every week, limiting your firm’s potential to focus on higher-value, billable services.
Understanding the Weight of Non-Billable Time
Non-billable tasks silently drain an accounting firm’s productivity. While essential for smooth operations, they do not directly generate revenue. Over time, they accumulate, creating inefficiencies that reduce profitability and growth.
Tasks such as chasing clients for documents, responding to status updates, sending payment reminders, rescheduling meetings, and handling service queries consume a large portion of the workday. Though necessary for client relationships and workflow, firms often invest excessive time in administrative work instead of revenue-generating services like financial planning, tax advisory, or compliance consultations.
Excessive non-billable time leads to staff burnout, reduced efficiency, and limited capacity for new clients. Firms may experience operational bottlenecks, where high-priority tasks are delayed due to overwhelming administrative responsibilities.
To address this, firms need solutions that reduce time spent on non-billable tasks. A well-integrated Client Relationship Management (CRM) system can automate document requests, streamline client communication, and schedule reminders. By using technology to handle these repetitive processes, firms can free up time to focus on high-value tasks that drive business success.
Reducing non-billable workload is not just about profitability—it enhances workflow, staff satisfaction, and client service. Firms that address this challenge can operate more efficiently, scale effectively, and deliver greater value to clients.
How can a CRM Transforms Non-Billables?
A robust CRM tailored to professional services, particularly accounting firms, can significantly reduce non-billables by automating and streamlining administrative processes. Rather than relying on your team to handle every request manually, the right CRM takes over many of these repetitive tasks, enabling your staff to redirect their attention to higher-value client work. Here are some of the most common non-billable tasks in accounting firms, along with how a CRM can help manage or eliminate them:
| Non-Billable Task | CRM Solution |
| Status Updates | Client portal with live progress tracking |
| Document Collection & Follow-ups | Automated document requests and reminders |
| Payment Reminders | Automated invoicing and overdue alerts |
| Meeting Scheduling | Client self-service booking calendar |
| Updating Client Information | Online forms with direct data capture into client profiles |
| Internal Team Queries | Task management dashboard with shared visibility |
| General Client Admin Requests | Secure document repository for client self-service |
| Onboarding New Clients | Automated welcome packs, forms, and task workflows |
| Chasing Outstanding Information | Pre-set follow-up notifications |
| Package & Pricing Clarifications | Online display of service packages and pricing within the portal |
| Contract Renewals | Automated renewal reminders and agreement templates |
| Compliance & KYC Document Monitoring | Expiry alerts and automated requests for updated information |
| Duplicate Document Requests | Instant access to past records via client self-service portal |
| Routine Client Feedback | Automated satisfaction surveys |
| Bulk Client Updates or Notifications | Mass email campaigns and broadcast messaging |
| Birthday & Occasion Greetings | Pre-scheduled personalised message templates |
Why Reducing Non-Billables Matters
The financial impact of non-billables is often underestimated. Consider the hours spent on document chasing, rescheduling meetings, or answering basic payment queries. Each of those interactions interrupts your team’s workflow, reducing the time available for revenue-generating work. Over a month, or a year, those small disruptions accumulate into a considerable productivity cost.
By introducing a CRM built with accounting firms in mind, these non-billables can be automated or drastically reduced. This frees up your team to focus on client advisory, tax planning, and other billable services that directly contribute to your firm’s bottom line.
More Than Just Saving Time—A Better Client Experience.
The benefits extend beyond internal efficiency. Clients increasingly expect real-time updates and self-service options. A CRM that provides a portal for status tracking, document uploads, and easy appointment scheduling meets these expectations—positioning your firm as modern, responsive, and client-focused.
The Next Step
Reducing non-billables is no longer just a dream for accounting firms—it is a strategic priority. Investing in a CRM specifically designed for professional services can unlock significant time savings, improve team productivity, and enhance client satisfaction.
Want to see these Insights in Practice?
Put your CRM knowledge to work with QliqCRM – a dedicated CRM for South African Accounting Professionals. Explore features or Book a live demo.
