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Client Onboarding Process

Comprehensive process for onboarding new clients to ensure smooth project kickoff and success.

Overview​

Client onboarding is the critical process of welcoming new clients and setting them up for success. A well-executed onboarding process establishes clear expectations, builds trust, and lays the foundation for a successful partnership.

Purpose: Ensure smooth transition from sales to delivery
Duration: 1-2 weeks
Owner: Project Manager + Account Manager

Onboarding Principles​

Core Principles​

  1. First Impressions Matter: Make clients feel valued from day one
  2. Clear Communication: Set expectations early and often
  3. Systematic Approach: Follow consistent process for all clients
  4. Documentation: Document everything for reference
  5. Relationship Building: Build trust and rapport

Success Criteria​

Successful Onboarding Includes:

  • ✅ Client feels welcomed and valued
  • ✅ Clear understanding of process and timeline
  • ✅ All required information collected
  • ✅ Access and credentials obtained
  • ✅ Team introductions completed
  • ✅ First milestone scheduled
  • ✅ Communication channels established

Onboarding Process​

Phase 1: Pre-Kickoff (Day 1-2)​

Step 1: Contract Finalization​

Tasks:

  • Contract signed by both parties
  • Payment terms agreed
  • Initial payment received
  • Project ID assigned
  • Client added to CRM

Documents:

  • Service agreement
  • Scope of work
  • Payment schedule
  • NDA (if applicable)

Step 2: Team Assignment​

Assign Team:

  • Project Manager
  • Account Manager
  • Technical Lead
  • Designer (if applicable)
  • Developer (if applicable)
  • Content Writer (if applicable)

Team Briefing:

  • Share project details
  • Review scope and timeline
  • Discuss client expectations
  • Assign responsibilities
  • Schedule internal kickoff

Step 3: Welcome Communication​

Send Welcome Email:

Subject: Welcome to ARUKZ Digital! Let's Get Started

Dear [Client Name],

Welcome to ARUKZ Digital! We're excited to partner with you on 
[project name].

I'm [Your Name], your dedicated Project Manager. I'll be your main 
point of contact throughout this project.

Next Steps:
1. Kickoff meeting: [Date/Time]
2. Complete onboarding questionnaire: [Link]
3. Provide access credentials: [Details]

Your Project Team:
- Project Manager: [Name] - [Email]
- [Role]: [Name] - [Email]
- [Role]: [Name] - [Email]

We're committed to delivering exceptional results. If you have any 
questions, please don't hesitate to reach out.

Looking forward to working with you!

Best regards,
[Your Name]
Project Manager
ARUKZ Digital

Step 4: Setup Project Infrastructure​

Create:

  • Project folder structure
  • Project management board (Jira/Asana)
  • Shared drive/folder
  • Communication channel (Slack/Teams)
  • Email group/alias
  • Project documentation template

Project Folder Structure:

Project_Name/
├── 01_Discovery/
│   ├── Requirements/
│   ├── Research/
│   └── Competitor_Analysis/
├── 02_Planning/
│   ├── Project_Plan/
│   ├── Timeline/
│   └── Budget/
├── 03_Design/
│   ├── Wireframes/
│   ├── Mockups/
│   └── Assets/
├── 04_Development/
│   ├── Code/
│   ├── Documentation/
│   └── Testing/
├── 05_Content/
├── 06_Delivery/
└── 07_Documentation/

Phase 2: Information Gathering (Day 2-5)​

Step 1: Send Onboarding Questionnaire​

Questionnaire Sections:

1. Business Information:

  • Company overview
  • Products/services
  • Target audience
  • Competitors
  • Unique value proposition
  • Business goals

2. Project Details:

  • Project objectives
  • Success metrics
  • Timeline expectations
  • Budget constraints
  • Must-have features
  • Nice-to-have features

3. Brand Guidelines:

  • Logo files
  • Color palette
  • Typography
  • Brand voice/tone
  • Existing brand guidelines

4. Technical Information:

  • Current tech stack
  • Hosting details
  • Domain information
  • Third-party integrations
  • Security requirements

5. Content & Assets:

  • Existing content
  • Content to be created
  • Image/video assets
  • Access to asset libraries

Step 2: Collect Access & Credentials​

Required Access:

  • Website admin access
  • Hosting control panel
  • Domain registrar
  • FTP/SFTP credentials
  • Database access
  • Google Analytics
  • Google Search Console
  • Social media accounts
  • Email marketing platform
  • Other tools/platforms

Credentials Template:

Service: [Name]
URL: [URL]
Username: [Username]
Password: [Password]
Notes: [Any special instructions]

Security:

  • Store credentials securely
  • Use password manager
  • Limit access to need-to-know basis
  • Document who has access

Step 3: Stakeholder Identification​

Identify:

  • Decision maker
  • Project sponsor
  • Day-to-day contact
  • Technical contact
  • Content contact
  • Other stakeholders

For Each Stakeholder:

  • Name and title
  • Role in project
  • Contact information
  • Availability
  • Decision-making authority

Phase 3: Kickoff Meeting (Day 5-7)​

Step 1: Prepare for Kickoff​

Preparation:

  • Review all gathered information
  • Prepare presentation
  • Create agenda
  • Prepare questions
  • Test meeting technology
  • Send calendar invite

Kickoff Agenda Template:

Project Kickoff Meeting
Date: [Date]
Time: [Time]
Duration: 60-90 minutes

Agenda:
1. Introductions (10 min)
   - Team introductions
   - Roles and responsibilities

2. Project Overview (15 min)
   - Project objectives
   - Scope review
   - Success criteria

3. Process & Timeline (15 min)
   - Project phases
   - Key milestones
   - Timeline review
   - Dependencies

4. Communication (10 min)
   - Communication channels
   - Meeting schedule
   - Response times
   - Escalation process

5. Next Steps (10 min)
   - Immediate action items
   - Deliverables needed from client
   - First milestone

6. Q&A (20 min)
   - Open discussion
   - Address concerns

Step 2: Conduct Kickoff Meeting​

During Meeting:

  • Welcome everyone
  • Team introductions
  • Review project scope
  • Discuss timeline
  • Clarify expectations
  • Establish communication norms
  • Address questions/concerns
  • Confirm next steps
  • Record meeting (with permission)

Key Topics to Cover:

1. Roles & Responsibilities:

  • Who does what
  • Decision-making process
  • Approval workflow
  • Escalation path

2. Communication:

  • Primary communication channel
  • Meeting frequency
  • Response time expectations
  • Emergency contact

3. Process:

  • How we work
  • Review/approval process
  • Feedback mechanism
  • Change request process

4. Timeline:

  • Project phases
  • Key milestones
  • Delivery dates
  • Buffer time

Step 3: Post-Kickoff Follow-up​

Send Meeting Summary:

Subject: Kickoff Meeting Summary - [Project Name]

Hi [Client Name],

Thank you for the productive kickoff meeting today! Here's a summary:

Attendees:
- [List of attendees]

Key Decisions:
- [Decision 1]
- [Decision 2]

Action Items:
Client:
- [Action 1] - Due: [Date]
- [Action 2] - Due: [Date]

ARUKZ:
- [Action 1] - Due: [Date]
- [Action 2] - Due: [Date]

Next Meeting: [Date/Time]

Next Milestone: [Milestone] - [Date]

Please review and let me know if I missed anything.

Best regards,
[Your Name]

Phase 4: Project Setup (Day 7-10)​

Step 1: Create Project Plan​

Project Plan Includes:

  • Project overview
  • Scope of work
  • Timeline with milestones
  • Resource allocation
  • Risk assessment
  • Communication plan
  • Quality assurance plan

Share with Client:

  • Send project plan
  • Get client approval
  • Address any concerns
  • Finalize and lock

Step 2: Setup Collaboration Tools​

Tools to Setup:

  • Project management tool access
  • Shared drive access
  • Communication channel
  • Time tracking (if applicable)
  • Design review tool
  • Development environment

Train Client:

  • How to use project management tool
  • How to provide feedback
  • How to track progress
  • How to communicate

Step 3: Establish Workflows​

Define Workflows:

1. Approval Workflow:

Design/Content Created → 
Internal Review → 
Client Review → 
Revisions (if needed) → 
Final Approval → 
Implementation

2. Feedback Workflow:

Deliverable Shared → 
Client Reviews → 
Feedback Provided → 
Team Addresses → 
Updated Version Shared

3. Change Request Workflow:

Change Requested → 
Impact Assessment → 
Quote Provided → 
Approval → 
Implementation

Phase 5: First Milestone (Day 10-14)​

Step 1: Begin Work​

Start First Phase:

  • Assign tasks to team
  • Begin discovery/research
  • Schedule check-ins
  • Track progress
  • Communicate updates

Step 2: Regular Communication​

Communication Schedule:

  • Daily: Internal team standup
  • Weekly: Client status update
  • Bi-weekly: Client meeting
  • Monthly: Progress review

Status Update Template:

Subject: Weekly Update - [Project Name] - Week [X]

Hi [Client Name],

Here's your weekly update:

✅ Completed This Week:
- [Task 1]
- [Task 2]
- [Task 3]

🎯 Next Week:
- [Task 1]
- [Task 2]
- [Task 3]

📊 Overall Progress: [X]% complete

🚧 Blockers/Issues:
- [Issue 1] - [How we're addressing it]

📅 Next Meeting: [Date/Time]

Questions or concerns? Let me know!

Best regards,
[Your Name]

Onboarding Checklist​

Complete Onboarding Checklist​

Pre-Kickoff:

  • Contract signed
  • Payment received
  • Team assigned
  • Welcome email sent
  • Project infrastructure setup
  • Onboarding questionnaire sent

Information Gathering:

  • Questionnaire completed
  • Access credentials collected
  • Stakeholders identified
  • Brand assets received
  • Content inventory done

Kickoff:

  • Kickoff meeting scheduled
  • Agenda prepared
  • Meeting conducted
  • Meeting summary sent
  • Action items assigned

Project Setup:

  • Project plan created
  • Collaboration tools setup
  • Workflows established
  • First milestone scheduled
  • Communication schedule set

First Milestone:

  • Work begun
  • Progress tracking active
  • Regular updates sent
  • Client engaged

Best Practices​

Onboarding Best Practices​

1. Be Proactive:

  • Don't wait for client to ask
  • Anticipate needs
  • Provide information upfront
  • Set clear expectations

2. Personalize:

  • Tailor onboarding to client
  • Reference their business
  • Show you understand their needs
  • Build personal connection

3. Document Everything:

  • Meeting notes
  • Decisions made
  • Action items
  • Changes to scope

4. Set Expectations:

  • Timeline
  • Deliverables
  • Communication
  • Approval process

5. Build Relationships:

  • Get to know the client
  • Understand their goals
  • Show genuine interest
  • Be responsive

Common Mistakes to Avoid​

❌ Rushing the process ✅ Take time to do it right

❌ Assuming knowledge ✅ Explain everything clearly

❌ Poor communication ✅ Over-communicate early on

❌ Missing information ✅ Gather all details upfront

❌ No clear next steps ✅ Always define next actions

Templates & Resources​

Email Templates​

1. Welcome Email (see above) 2. Kickoff Invitation 3. Meeting Summary 4. Weekly Update 5. Milestone Completion

Documents​

1. Onboarding Questionnaire 2. Credentials Collection Form 3. Project Plan Template 4. Kickoff Presentation 5. Communication Plan

Measuring Success​

Onboarding Metrics​

Track:

  • Time to complete onboarding
  • Client satisfaction (survey)
  • Information completeness
  • First milestone on-time rate
  • Client engagement level

Success Indicators:

  • Onboarding completed within 2 weeks
  • All information collected
  • Client satisfaction >4.5/5
  • Clear understanding of process
  • Strong client relationship

Last Updated: January 2026
Version: 1.0
Owner: ARUKZ DIGITAL Operations Team

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