Client Onboarding Process
Overview
Systematic intake and setup for new clients to ensure complete information capture, proper system configuration, and exceptional first impression.
Duration: 0.5 hours Owner: Sales (Account Manager) Tool: Notion Client Database Trigger: New client signs first contract
Objectives
- Capture complete client profile and preferences
- Establish communication protocols and points of contact
- Set expectations for collaboration and timelines
- Create foundation for long-term relationship
RABSIC Matrix
| Decision/Task | R (Responsible) | A (Accountable) | B (Backup) | S (Support) | I (Informed) | C (Consulted) |
|---|---|---|---|---|---|---|
| Initial client call | Account Manager | Sales Director | Sales Coordinator | - | Operations, Finance | - |
| Create client profile | Account Manager | Account Manager | Sales Coordinator | Sales Coordinator | - | - |
| Establish communication channels | Account Manager | Sales Director | - | IT | Operations | - |
| Define project scope | Account Manager | Sales Director | - | Fashion Design | Finance, Operations | Fashion Design, Operations |
Process Steps
- Initial Contact (10 min)
- Needs Assessment (15 min)
- Proposal Development (10 min)
- Contract Execution (5 min)
Standard Operating Procedures
- Client Communication SOP - Communication standards and templates
- Proposal Template SOP - Standard proposal structure
Success Criteria
- Client profile 100% complete in Notion
- Communication preferences documented
- First project scope agreed and documented
- Client satisfaction score ≥ 4/5 on onboarding survey
Metrics Tracked
- Time to complete onboarding (target: ≤ 30 min)
- Profile completeness (target: 100%)
- Client satisfaction on onboarding (target: ≥ 4/5)
- Time from contract to first project kickoff (target: ≤ 2 days)
Related Processes
- Order Management (follows onboarding)
- Content Creation Workflow (Marketing provides onboarding materials)