Before Soraban, intake was split across two disconnected processes. About a third of clients used TaxCaddy for digital questionnaires. Every other client received a paper organizer by mail each year — a process that had staff printing organizers and stuffing envelopes over a multi-day stretch every season.
On the delivery side, the administrative team assembled every return by hand and sent clients four separate emails: a ShareFile download link for the return, a separate Adobe signature request, a confirmation once the return was filed, and finally an invoice. Each additional email was a chance for a client to miss a step, get caught in spam, or need a follow-up call — and staff manually tracked and chased unsigned documents.
The firm had also evaluated SafeSend Gather, but hesitated once Thomson Reuters acquired it. They chose Soraban to replace TaxCaddy and to meaningfully improve the delivery workflow, including giving clients ongoing access to their return after it was filed.
The firm rolled out Soraban expecting the move away from paper organizers to be a smaller pilot. Adoption exceeded that expectation. On intake, clients responded to the simplicity of the login experience: two-factor authentication with no password to manage, a short list of clear actions such as dropping, reviewing, and signing a document, and text and email notifications clients said they appreciated.
On delivery, Soraban consolidated the firm's four separate emails into one. The team eliminated the standalone Adobe signature request in most cases and moved ShareFile to a backup-only role, with brand-new clients now coming in through Soraban's Prospect Upload Links. Return assembly runs through a single template, and automated reminders cover both unsigned documents and quarterly estimated-payment nudges, without manual follow-up by staff. The result, in Katrina Brekke's words, is a significantly smaller tech stack and a far more streamlined process.
"It's the one-stop portal to send, receive, and action."
— Katrina Brekke, Administrative Supervisor
In its first tax season on Soraban, the firm delivered 92% of its tax returns through the platform, with only 24 of its roughly 1,700 clients still requiring a paper organizer.
Return assembly time dropped from an estimated 15 to 30 minutes per client to a fraction of that. Combined with faster delivery, signature follow-up, and filing confirmation, the firm estimates saving roughly 30 minutes per client overall.
With less time spent on manual sorting and follow-up — particularly with the help of auto-classify — the team has shifted its focus toward clearer client communication and higher-value service rather than administrative busywork. Moving to Soraban, Brekke says, has been the right call for both the firm and its clients.
"The collaborative element of working with Soraban has really been a game changer. Feedback and feature requests are considered seriously and quickly."
— Katrina Brekke, Administrative Supervisor, DHA CPAs
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