Onboarding Like a Pro: Client Onboarding Template
Resource Sponsored by StrateCamp
We know client acquisition is the goal of every brand as it is the lifeblood of successful businesses. Acquisition is characterized by simply attaining a new client but we’re here to help you take it a step further and convert acquisition to retention. Clients are the best marketing you can invest in. Loyal clients that sing your praises are worth more than a well thought-out ad campaign. The journey of conversion from acquisition to retention is one of the most important investments and begins at the onboarding process. We know that there are so many things to think about as you provide your product or service to your clients but starting at the beginning, with onboarding, is not only practical but can make the biggest impact in the long run.
It is our hope that this guide will help to create a better onboarding experience for both your clients and team members.
Onboarding Overview
Having a well developed onboarding process, will help to ensure that you and your team get off to a good start with your project and clients. Depending on the length and complexity of the project, the depth of the onboarding process may change. In scenarios where a product is being developed, the customer will likely have to interface with several different team members or teams to ensure a smooth transition onboard. Regardless of the project, the objective of the onboarding process remains the same.
Key objectives of the onboarding experience:
Gather essential information regarding the project
Clarify project goals, objectives, and expectations
Develop a basic understanding of project details
Establish a baseline of relational equity between the customer and project team
The key ingredients to a successful onboarding experience are clear and consistent communication, candor around expectations, and agreement on project requirements and goals. Implementing these key ingredients will help to establish trust between you and your customer and get your project off the ground in a timely manner and with clarity that everyone wants and needs.
Welcome Email
Directions:
A welcome email will introduce your client to your team and the onboarding process. It’s imperative that this email contains all of the information that the customer needs to be on the same page with your team during the onboarding process. This email is a great way to clarify your brand values and the value you bring to your client.
Things to avoid:
Too many emails. It’s best to include all that the customer will need for the onboarding experience, in one email, if possible.
Too many people. When possible, have a small team that your client will communicate with - 3 is a good number. Ultimately, there may be many people doing the work but funnelling client communication through one or just a few channels keeps things orderly.
Sample email:
Hi [Client Name],
Welcome to the [Company Name] community. We are excited to have you as one of our valued clients. Thank you for trusting us with your [project details]. At [company name] we are a team of innovators, creating new paths forward for our clients [insert company core value or attribute]. We value your trust and hope that at the end of this project, we would have exceeded your expectations. To ensure that this is a successful journey, I have enclosed a number of resources that outline the details of what you can expect while working with us.
You will find the following resources enclosed:
Onboarding events
Our project team
What to Expect
FAQ Sheet
Best regards,
[Your Name]
Introductory Call
The introductory call is an integral part of the onboarding process. It allows the client to meet someone from your organization while providing them a foundation for what they expect in the onboarding process and duration of the project. Develop an agenda with input from essential business functions to ensure that all important bases are covered.
Introductory Call Agenda
Introductions | Goal: Build baseline of relational understanding
Introduce yourself and team members participating in the call
Allow client to introduce themselves
Project Overview
Provide a basic overview of the service you’re providing to the client
Give a brief framework of the timeline for the project and onboarding process
Mention key dependencies that have potential to significantly impact the overall project
Get ahead of Challenges
Ask client of any foreseeable challenges or concerns
Respond or make a plan to respond to those challenges
Onboarding Process Expectations
Provide clarification on what the client can expect in this process
Give clarity on what the clients’ responsibilities are in the process
Discuss what the handover process will look like and when it is expected to happen
Allow space for questions from the client and team members
Next Steps
Mention client intake form due before initial meeting
Remind client of POCs during the onboarding process
Remind client of next meeting date and time
Pro tip: The introductory call is an opportunity for your team to build rapport with your client and get things off to a smooth start. Find organic ways to incorporate genuine interpersonal connection between your team and the client.
Project Team
This is the team here at [company name] that will be responsible for making your project a success.
Photo
Name
Role
Contact information
Upcoming Onboarding Events
It’s always a good idea to provide clients with a detailed onboarding schedule to ensure they’ve carved out the time to meet with your team in order to get the project underway. These events form the foundation of what will be essential when the project begins.
Pro tips:
Any data that can be collected on a form should be solicited prior to the meeting where it is discussed. Avoid unnecessary meetings and use the time you have your client as an opportunity to collect information that you can only get with a meeting.
Include any virtual meeting links in the schedule. This can be in addition to calendar invites but it is helpful to have all the information in one place for your clients.
See a sample schedule here.
What to Expect
Directions:
Providing clients with clear expectations on what they can expect while working with your teams will help to provide them with a framework on which to build their project. Clarifying your team’s core competencies and the cultural values you plan to uphold throughout the project will help eliminate confusion and challenges that could arise when there is a lack of clarity.
About Our Company - This area is a great opportunity to share what your business is about and what you do best. Talk about your successes and impact your brand has made on similar products or services.
What We Value - Share company core values and personal values the leadership and teams embody.
How We Work - This is where you shape your clients expectations around what it’s like to work with your brand. Highlight areas that are true of your brand and likely important to your client and the project (i.e. speed, clear communication, weekly progress reports, etc.).
FAQs
Directions:
Put your brand in your client’s seat. What are some questions you think they will likely have as you embark on the project? This is an opportunity to answer their questions before they need to ask them. The more you offer here, the greater clarity your client has at the onset of the process and the less you have to answer later.
Sample questions:
Q. How do I make changes to my project during this process?
A. We do understand that as the project moves forward that in rare cases, a change may be needed. We re quire documentation of all changes requested. Simply complete this form (link to change request form) and submit to your project manager and we will respond with appropriate next steps.
Q. Who should I contact if I have general questions about the project and am not sure who would be the best person to ask?
A. Your project manager is the best place to start for general questions or concerns during your project.
Q. How often will I receive updates about my project/product?
A. We like to keep our clients informed about the progress we are making. You will receive frequent updates to keep you informed so you never have to guess where we are.
Onboarding Handoff + Transition
The onboarding process culminates with the handoff and transition stage. This is a critical phase as we make the final adjustments to ensure a smooth and successful transition from onboarding to the actual project execution phase.
During the handoff and transition stage, ensure:
All Documents and Materials Received: We confirm that all necessary documents, materials, and resources from your end have been received. This could include filled intake forms, project briefs, branding guides, or any other pertinent information.
Roles and Responsibilities Defined: The respective roles and responsibilities of our team members and your points of contact are clearly defined, understood, and agreed upon.
Final Queries Addressed: We take this opportunity to address any lingering doubts, questions, or concerns you might have before we kickstart the project.
Project Timeline Established: We present a comprehensive timeline and schedule of project milestones and deliverables, ensuring all parties are aligned and ready to move forward.
Point of Contact Established: Your dedicated point of contact within our team will be introduced. This individual will provide regular updates and be available to answer any queries you have throughout the project.
Sample email:
This handoff marks the official conclusion of the onboarding process and the commencement of our exciting journey together. The intention is to make you feel fully integrated and comfortable as we move towards the project execution stage.
We understand that great beginnings lead to successful outcomes, and we are committed to ensuring that the transition from onboarding to project execution is seamless, clear, and confidence-inspiring. We're thrilled to embark on this project journey with you.
Once the handoff is completed, we will schedule our Project Kick-Off Meeting. This meeting will serve as the official start of our work together, where we will delve deeper into the specifics of the project, timelines, expectations, and goals.
Remember, the journey of a thousand miles begins with a single step. This is our first step, and we're committed to ensuring it's a solid one.
Thank you for entrusting us with your project. Here's to the beginning of a successful partnership.
Best Regards,
[Your Name]
[Your Position]
[Your Contact Information]
At StrateCamp, we understand that success isn't achieved solely through ideas and innovation, but through the relationships we build and the experiences we share. That's why we've crafted this onboarding guide—to help you forge strong connections right from the start and pave the way for a fruitful partnership. We firmly believe that this guide will assist in creating an effective and seamless onboarding experience for both your clients and your team members. As you navigate the exciting path ahead, we encourage you to refer to this guide and customize it to your unique needs. Remember, in the end, it's the collaborative spirit, clear communication, and mutual understanding that make the journey worthwhile.
If you’re in need of strategic support as you evaluate your business operations, connect with StrateCamp at www.stratecamp.com.
