Onboarding
Client Onboarding Automation Playbook
Overview
The first 7 days after a client signs sets the tone for the entire engagement. This playbook standardises and automates the onboarding experience so every new client gets the same professional, thorough welcome - without your team doing it manually.
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Phase 1: Engagement Confirmation
- Automate engagement letter or service agreement delivery on contract signing
- Configure e-signature collection via DocuSign or PandaDoc
- Set up payment method or deposit collection automation
- Send welcome email sequence within 60 seconds of agreement signing
2
Phase 2: Information Collection
- Deliver a tailored intake questionnaire based on the service purchased
- Configure CRM population from questionnaire responses (no manual entry)
- Set up document collection request with secure upload link
- Build completion tracking with 48-hour follow-up reminders
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Phase 3: Account and Access Setup
- Trigger internal task for account setup or portal access provisioning
- Send client portal login credentials automatically once set up
- Configure welcome walkthrough email with how-to resources
- Set up team notification when client has logged in for the first time
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Phase 4: Kickoff Scheduling
- Send kickoff call scheduling link immediately after intake is complete
- Configure kickoff preparation email 24 hours before the call
- Build a kickoff agenda template delivered the morning of the call
- Set up post-kickoff summary and action item delivery
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Phase 5: First-Week Check-In
- Schedule an automated Day 3 check-in email asking if the client has any questions
- Configure Day 7 progress update delivery
- Set up proactive communication touchpoint at Day 14
- Build a 30-day satisfaction check and next milestone notification
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Phase 6: Handoff to Ongoing Service
- Trigger transition email introducing the ongoing service team or point of contact
- Configure recurring communication schedule setup in CRM
- Set up ongoing milestone or delivery notifications
- Build a 90-day review invitation automation
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Phase 7: Referral Priming
- Configure a 'congratulations on getting started' email at Day 30 highlighting early wins
- Build a referral request sequence triggered at first positive feedback signal
- Set up testimonial request automation after the first deliverable
- Create a referral incentive delivery if applicable
Implement This Playbook for Your Business
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