New Client Onboarding Checklist for Professional Services
A structured checklist for onboarding new clients, covering initial setup, expectations management, and relationship foundations for a successful engagement.
Designed to meet professional indemnity requirements, client confidentiality obligations, and industry body reporting standards.
Complete Checklist
- 1Send a welcome email or letter confirming the engagement and key detailsCritical
- 2Set up the client record in the CRM and engagement management system
- 3Schedule a kickoff meeting to align on scope, timelines, and expectationsCritical
- 4Collect all necessary client information, documents, and access credentials
- 5Issue the initial invoice or set up the payment arrangementCritical
- 6Assign the internal team members responsible for the client account
- 7Brief the team on the client background, requirements, and any special needs
- 8Set up communication channels and confirm preferred contact methods
- 9Provide the client with relevant documentation such as terms, processes, and FAQs
- 10Define and communicate the reporting schedule and format
- 11Establish engagement milestones and deliverable timelines
- 12Identify any risks or dependencies early and communicate mitigation plans
- 13Confirm emergency contact details and escalation procedures
- 14Send a follow-up summary of the kickoff meeting with agreed action items
- 15Schedule the first progress review meeting
Frequently Asked Questions
What should be covered in a client kickoff meeting?
Cover introductions of key team members on both sides, confirm the scope of work and deliverables, agree on timelines and milestones, establish communication preferences and frequency, discuss any risks or concerns, and align on how success will be measured. Keep the meeting focused and end with clear action items and owners.
What systems should be set up for a new client?
At minimum, create a client record in your CRM, set up a engagement in your engagement management tool, create a shared folder for documents, and configure any access the client needs to your systems such as a reporting dashboard or client portal. Ensure all team members know where to find client information and how to log their activities.
How do we set clear expectations with new clients?
Be specific about what is included in the scope and what is not. Confirm response times, meeting cadence, and communication channels in writing. Discuss what you need from the client to deliver successfully, such as timely feedback and information. A well-defined statement of work and a service level agreement help prevent misunderstandings later.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.