01_client_onboarding_process

Client Onboarding Process

A smooth onboarding process sets the tone for a successful client relationship. This checklist ensures that we are aligned from day one. This process begins after the contract is signed.

1. Internal Kickoff

Before meeting with the client, the internal team must be fully briefed.

• Led by: The Project Manager.
• Attendees: All assigned team members (dev, QA, etc.).
• Agenda:
  • Review the Statement of Work (SOW) and project scope.
  • Clarify project goals and deliverables.
  • Define internal roles and responsibilities.
  • Set up the project in our internal tools:
    • Create the project in the task management tool (Jira/Asana).
    • Create the shared document folder (Google Drive/Confluence).
    • Create the internal Slack channel (e.g., #proj-client-name).
    • Set up the Git repository.

2. Preparing for the Client Kickoff Meeting

• Schedule the Meeting: Find a time that works for all key stakeholders (client and internal).
• Create a Kickoff Deck: Prepare a presentation that covers:
  • Introductions (our team and their roles).
  • Project goals and what success looks like.
  • The agreed-upon scope and timeline.
  • Our development process (e.g., sprints, demos).
  • The communication plan (meeting cadence, tools).
• Set up Shared Tools:
  • Create the shared Slack channel with the client (e.g., #client-name).
  • Invite the client to their project board in the task management tool (with appropriate permissions).
  • Ensure the client has access to any other necessary shared resources.

3. The Client Kickoff Meeting

This is the official start of the project.

• Goal: To ensure everyone is aligned on the “what, why, and how” of the project.
• Agenda:
  • Introductions: Go around the virtual room.
  • Present the Kickoff Deck: Walk through the presentation you prepared.
  • Confirm Communication Plan:
    • Agree on a time for recurring meetings (e.g., weekly sync, bi-weekly demos).
    • Reiterate which communication channels to use for what purpose.
  • Gather Necessary Assets:
    • Request any credentials, brand assets, or other materials we need from the client to get started. Store these securely in our password manager.
  • Define Next Steps: Clearly outline the tasks for the first week/sprint and what the client can expect to see next.

4. Post-Kickoff Follow-up

• Send a Recap Email: Within 24 hours of the meeting, send an email to all attendees summarizing:
  • Key decisions made.
  • The agreed-upon next steps.
  • A link to the kickoff presentation and any other relevant documents.
• Start the First Sprint: The development team can now begin the first sprint as planned.

By following this structured onboarding process, we establish clear expectations, build trust, and lay the foundation for a collaborative and successful project.