Client Onboarding for Trades & Construction
Welcomes a new customer and sets up all necessary accounts, access, and communication channels for a successful engagement.
Compliant with Safe Work Australia requirements, state WHS legislation, and Building Code of Australia (NCC) documentation standards.
Workflow Stages
Welcome and Introduction
Send a welcome package and introduce the customer to their primary point of contact and key team members.
Inputs
- Signed contract
- Customer contact details
- Welcome package template
Outputs
- Welcome email sent
- Team introduction completed
- Kickoff site meeting scheduled
Requirements Gathering
Conduct a detailed intake session to understand the customer specific needs, preferences, and success criteria.
Inputs
- Customer intake questionnaire
- Contract scope of work
- Kickoff site meeting agenda
Outputs
- Completed requirements job card
- Success criteria defined
- Priority list established
Account and Access Setup
Create all necessary accounts, grant system access, and configure customer-specific settings.
Inputs
- Requirements job card
- System provisioning checklist
- Customer user list
Outputs
- Accounts created
- Access credentials distributed
- Customer portal configured
Training and Orientation
Provide the customer with training on tools, processes, and communication protocols.
Inputs
- Training curriculum
- Customer user list
- Platform access confirmations
Outputs
- Training sessions completed
- Training materials shared
- Customer competency confirmed
Delivery Plan Alignment
Finalize the delivery plan, milestones, and reporting cadence with the customer.
Inputs
- Requirements job card
- Job plan template
- Resource availability
Outputs
- Approved delivery plan
- Milestone schedule
- Reporting cadence agreed
Decision Points
- • Does the customer agree with the proposed timeline?
Onboarding Completion and Handoff
Confirm all onboarding tasks are complete and formally transition the customer to ongoing operations.
Inputs
- Onboarding checklist
- Customer feedback on onboarding
- Delivery team contact details
Outputs
- Onboarding completion confirmation
- Customer satisfaction survey sent
- Ongoing support channel activated
Frequently Asked Questions
What if the customer 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.
Who is the customer main contact after onboarding?
The customer success manager remains the primary point of contact, with the job manager handling day-to-day delivery matters.
How long does onboarding typically take?
Standard onboarding takes 5-15 business days depending on the complexity of the engagement and the customer readiness to participate.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.