Purpose

To ensure a seamless and efficient integration of new clients into our services, fostering strong relationships and clear communication from the start.

Scope

This procedure applies to all new clients across all services offered by the company.

Responsibilities

• Sales Team: Initial client contact and agreement finalization.
• Account Manager: Main point of contact for the client, responsible for overseeing the onboarding process.
• Project Manager: Ensures project resources are allocated and timelines are met.
• Support Team: Provides ongoing support and addresses any client queries post-onboarding.

Onboarding Process Overview

1. Pre-Onboarding Preparation

• [ ] Client Agreement Review: Ensure all contractual documents are signed and stored.
  • Assign: Sales Team
  • Due: Immediately after agreement
• [ ] Internal Kickoff Meeting: Align internal teams on client goals and expectations.
  • Assign: Project Manager
  • Due: One day after agreement

2. Welcome Pack

• Send a personalized welcome pack that includes:
  • Welcome letter from the CEO.
  • Detailed guide of your process and what the client can expect.
  • Contact information for key team members.
  • FAQs document.

3. Initial Client Meeting

• Agenda:
  • Introduce key team members.
  • Discuss and confirm project goals and timelines.
  • Establish communication preferences and schedule regular updates.
• Tools: Use a video conferencing tool for a personal touch if remote.

4. Setup and Access

• Provide access to necessary platforms and tools.
• Set up a client portal/dashboard if applicable.