Onboard a new client without losing the details

Start with the promises made during the sale

Before asking the customer to fill in another form, review the agreement and sales notes. Identify the work that was sold, the start date and any conditions. Give the onboarding owner a short handover that points to the original records.

• Name the customer contact and the internal owner.
• Confirm what is included and what requires a separate agreement.
• List any information already supplied so the customer is not asked twice.

Break the setup into visible tasks

A software company might need account access, a data import and a training session. A consultancy might need documents, a kickoff call and a project brief. Give each task an owner, due date and a clear completion condition.

• Separate customer tasks from work your team must complete.
• Link documents and decisions to the customer record.
• Make blockers visible before they delay the first delivery.

Build reminders around the missing information

A useful reminder asks for a specific missing item. A custom workflow can prepare that reminder and route it to the account owner for review. Set it up to stop when the information arrives, rather than continuing to chase a completed task.

• Check for an existing reply before preparing another reminder.
• Agree how many reminders are appropriate and who handles exceptions.
• Avoid placing sensitive documents in messages when a controlled sharing method is needed.

Confirm the client is ready for delivery

Use a final review to check the required documents, access, contacts and dates. Then hand the customer to the delivery or success team with a clear first action. Review the process after the first few clients to remove unnecessary steps.

• Confirm the team has the access it needs.
• Record any remaining exception and who owns it.
• Track time to readiness and repeated requests for the same information.

Can onboarding work with our existing specialist tools?

Yes, where the tools support suitable connections. Agree which app owns each record and what information passes between systems. The implementation team can scope a workflow around those connections and your access requirements.