Client Onboarding for Marketing & Digital Agencies
Welcomes a new client and sets up all necessary accounts, access, and communication channels for a successful engagement.
Includes provisions for Australian Consumer Law (ACL), Privacy Act compliance for customer data, and ACMA spam regulations.
Workflow Stages
Welcome and Introduction
Send a welcome package and introduce the client to their primary point of contact and key team members.
Inputs
- Signed contract
- Client contact details
- Welcome package template
Outputs
- Welcome email sent
- Team introduction completed
- Kickoff meeting scheduled
Requirements Gathering
Conduct a detailed intake session to understand the client specific needs, preferences, and success criteria.
Inputs
- Client intake questionnaire
- Contract scope of work
- Kickoff meeting agenda
Outputs
- Completed requirements document
- Success criteria defined
- Priority list established
Account and Access Setup
Create all necessary accounts, grant system access, and configure client-specific settings.
Inputs
- Requirements document
- System provisioning checklist
- Client user list
Outputs
- Accounts created
- Access credentials distributed
- Client portal configured
Training and Orientation
Provide the client with training on tools, processes, and communication protocols.
Inputs
- Training curriculum
- Client user list
- Platform access confirmations
Outputs
- Training sessions completed
- Training materials shared
- Client competency confirmed
Campaign delivery Plan Alignment
Finalize the campaign delivery plan, milestones, and reporting cadence with the client.
Inputs
- Requirements document
- Campaign plan template
- Resource availability
Outputs
- Approved campaign delivery plan
- Milestone schedule
- Reporting cadence agreed
Decision Points
- • Does the client agree with the proposed timeline?
Onboarding Completion and Handoff
Confirm all onboarding tasks are complete and formally transition the client to ongoing operations.
Inputs
- Onboarding checklist
- Client feedback on onboarding
- Campaign delivery team contact details
Outputs
- Onboarding completion confirmation
- Client satisfaction survey sent
- Ongoing support channel activated
Frequently Asked Questions
Who is the client main contact after onboarding?
The customer success manager remains the primary point of contact, with the campaign manager handling day-to-day campaign delivery matters.
How long does onboarding typically take?
Standard onboarding takes 5-15 business days depending on the complexity of the engagement and the client readiness to participate.
What if the client needs additional training?
Additional training sessions can be scheduled during or after the onboarding period at no extra cost for standard topics, or quoted separately for specialized requests.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.