Client Onboard Checklist

Standard Operating Procedure: Client Onboarding Checklist

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1. Document Control Block

• Document ID: TR-SOP-CLOB-001
• Effective Date: 2023-10-27
• Version: 1.0
• Review Cadence: Annually

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2. Executive Summary & Scope

This Standard Operating Procedure (SOP) outlines the standardized, systematic process for onboarding new clients to the Template Registry platform. Its primary objective is to ensure a consistent, efficient, and compliant client integration experience, establishing a robust foundation for long-term client success and mitigating operational risks.

Scope: This SOP covers all activities from the receipt of a signed client agreement to the successful internal handover to Account Management/Client Success. It encompasses client data collection, platform setup, initial configuration, billing activation, compliance verification, and foundational client training.

Out of Scope: Pre-sales activities, detailed technical solution design beyond initial platform setup, advanced customization projects, ongoing client relationship management, and advanced technical support processes are outside the direct scope of this procedure.

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3. Prerequisites & Required Tools

Prerequisites:

• Fully executed Master Service Agreement (MSA) or equivalent contractual agreement.
• Approved Statement of Work (SOW) detailing services, deliverables, and timelines.
• Validated client primary contact information, including technical and billing points of contact.
• Confirmed payment terms and initial invoice schedule.

Required Tools & Software:

• CRM System: (e.g., Salesforce, HubSpot) for client data management, activity tracking, and status updates.
• Project Management Platform: (e.g., Jira, Asana) for task assignment, progress tracking, and internal collaboration.
• Template Registry Platform: Administrative access for client account creation, configuration, and user management.
• Document Management System (DMS): (e.g., SharePoint, Confluence) for secure storage of contracts, compliance documentation, and client-specific records.
• Communication Platform: (e.g., Slack, Microsoft Teams) for real-time internal communication.
• Billing/ERP System: (e.g., NetSuite, QuickBooks) for client billing profile activation and invoice generation.
• Email & Calendar Client: (e.g., Outlook, Google Workspace) for scheduling and client communication.

Compliance Standards:

• General Data Protection Regulation (GDPR)
• California Consumer Privacy Act (CCPA)
• ISO 27001 (Information Security Management)
• Template Registry Internal Data Privacy and Security Policies

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4. Roles & Responsibilities (RACI Matrix)

R: Responsible - Performs the task. A: Accountable - Ultimately answerable for the correct and thorough completion of the task. C: Consulted - Provides input and feedback. I: Informed - Kept up-to-date on progress and decisions.

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5. Step-by-Step Procedure

Phase 1: Pre-Onboarding & Contract Validation (COS)

• • 1.1 Initiate Onboarding Request: Receive and validate new client onboarding request from Sales/AE, ensuring all prerequisites are met.
• • 1.2 Verify Contractual Agreements: Confirm receipt and validity of signed MSA and SOW in DMS.
• • 1.3 Validate Client Information: Cross-reference CRM data with contract for accurate client name, address, primary contacts, and billing details.
• • 1.4 Create Internal Project: Establish a dedicated onboarding project in the Project Management Platform, assigning initial tasks.
• • 1.5 Internal Kickoff: Conduct brief internal kickoff meeting with Sales/AE, TIS, and AM to review client specifics and SOW requirements.

Phase 2: Client Data & Access Setup (COS, TIS)

• • 2.1 Schedule Client Kickoff: Arrange initial client kickoff meeting, inviting all relevant client stakeholders and internal team members.
• • 2.2 Collect Required Client Data: During kickoff or via secure data collection form, gather necessary information:
  • • List of users and their designated roles.
  • • Any specific technical requirements (e.g., SSO, API integration needs).
  • • Preferred communication channels.
• • 2.3 Create Template Registry Account: Provision client's primary organization account(s) on the Template Registry Platform.
• • 2.4 Configure User Roles & Permissions: Set up initial client user accounts with appropriate roles and access levels as defined by collected data.
• • 2.5 Issue Platform Access Credentials: Distribute secure initial login credentials and platform access instructions to designated client users.
• • 2.6 Configure Single Sign-On (SSO): If specified in SOW, collaborate with client IT and TIS to configure and test SSO integration.

Phase 3: Initial Configuration & Integration (COS, TIS)

• • 3.1 Conduct Platform Walk-Through & Training: Provide initial comprehensive training session(s) covering core platform functionalities relevant to client's SOW.
• • 3.2 Assist with Core Template Integration: Guide client through initial template upload, organization, and validation processes as per SOW.
• • 3.3 Configure API Access & Integrations: If applicable, work with client technical team and TIS to set up and test API keys, webhooks, or other specified integrations.
• • 3.4 Verify Data Synchronization: Confirm successful data flow and integrity for any configured integrations.
• • 3.5 Document Client-Specific Configurations: Record all unique client configurations, integrations, and training notes in DMS.

Phase 4: Billing & Legal Compliance (COS, Finance, Legal)

• • 4.1 Activate Billing Profile: Create and activate the client's billing profile in the ERP system, ensuring alignment with MSA/SOW terms.
• • 4.2 Send Initial Invoice: Issue the first invoice according to the agreed payment schedule.
• • 4.3 Confirm Data Processing Agreement (DPA): Verify that a valid DPA (or relevant data privacy clauses within MSA) is in place and stored.
• • 4.4 Ensure Compliance Documentation: Confirm all necessary compliance-related documentation (e.g., client consent for data processing) is securely filed.

Phase 5: Handoff & Post-Onboarding (COS, AM)

• • 5.1 Prepare Handoff Documentation: Compile a comprehensive client onboarding summary, including:
  • • Key client contacts (technical, business, billing).
  • • Platform configuration overview.
  • • Integration details.
  • • Billing terms.
  • • Next steps and points of contact for ongoing support/management.
• • 5.2 Conduct Internal Handoff Meeting: Schedule and execute a formal internal handoff meeting between COS and the dedicated Account Manager/Client Success team, reviewing all handoff documentation.
• • 5.3 Introduce Client to AM: Formally introduce the client to their dedicated Account Manager/Client Success point of contact.
• • 5.4 Schedule Post-Onboarding Check-in: Schedule a follow-up meeting (e.g., 30-day post-activation) with the client and AM to assess initial experience.
• • 5.5 Close Onboarding Project: Mark the onboarding project as complete in the Project Management Platform.
• • 5.6 Update CRM Status: Change client status in CRM from "Onboarding" to "Active."

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6. Quality Assurance & Verification

Key Metric Thresholds:

• Onboarding Completion Rate: 100% of initiated client onboarding projects successfully completed within the defined timeframe.
• Average Time to Onboarding Completion: < 10 business days from client kickoff to AM handoff.
• Post-Onboarding Client Satisfaction (NPS/CSAT): > 90% "Satisfied" or "Very Satisfied" in the 30-day post-onboarding survey.
• Data Accuracy Rate: < 1% error rate in client data entry and platform configuration.

Common Pitfalls:

• Incomplete/Inaccurate Information from Sales: Leads to delays in client setup and potential re-work.
• Client Unresponsiveness: Delays in providing necessary data or attending scheduled meetings.
• Technical Integration Complexities: Unforeseen challenges with client's existing systems or API limitations.
• Internal Communication Breakdown: Lack of synchronization between Sales, Onboarding, Technical, and Account Management teams.
• Scope Creep During Onboarding: Request for services or configurations not covered in the SOW.

Audit Checklist (COS Self-Audit & Management Review):

• • All mandatory fields in CRM populated and accurate for the new client.
• • Signed MSA and SOW securely stored and accessible in DMS.
• • Client's primary Template Registry account(s) active and verified.
• • All specified client users provisioned with correct roles and permissions.
• • Billing profile correctly configured in ERP system and first invoice sent (if applicable).
• • All critical integrations (e.g., SSO, API) confirmed operational.
• • Client onboarding summary documentation complete and stored.
• • Formal internal handoff to Account Management completed.
• • CRM client status updated to "Active."

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7. Troubleshooting FAQ

Scenario 1: Client unable to log in to the Template Registry platform after receiving credentials.

• Solution:
  1. Verify the client's email address used for the account creation against CRM records.
  2. Instruct client to check spam/junk folders for the welcome email or password reset link.
  3. Attempt a password reset from the administrative panel, ensuring the reset email is sent to the correct address.
  4. Confirm that the user's account is active and not locked or disabled.
  5. If SSO is configured, verify the SSO setup (e.g., metadata, certificate validity, user provisioning in the IdP). Engage TIS if SSO appears to be the root cause.

Scenario 2: Critical client data (e.g., user list, technical requirements) is missing or incomplete for setup.

• Solution:
  1. Immediately contact the originating Sales/Account Executive to retrieve the missing information, cross-referencing any pre-sales documentation.
  2. If Sales cannot provide the data, directly contact the client's primary business contact, clearly stating the required information and the impact on the onboarding timeline.
  3. If client is unresponsive for >24 hours, escalate to the Sales Manager and Onboarding Manager for intervention and prioritized communication with the client.

Scenario 3: A configured API integration is failing unexpectedly after initial setup.

• Solution:
  1. Engage the Technical Implementation Specialist (TIS) immediately for diagnostics.
  2. Review API logs within the Template Registry platform and client-side logs (if available) for specific error codes or messages.
  3. Verify API keys, endpoints, and authentication tokens are correct and unexpired.
  4. Cross-reference the integration documentation against the current setup for any discrepancies.
  5. Schedule a joint troubleshooting call with the client's IT team and Template Registry TIS to identify and resolve the issue collaboratively.