Sample Client Onboarding Process

Congratulations! Your client is ready to start their new solutions. A client onboarding process that is consistent and repeatable will help you and your team super-serve your customers without missing a single detail. Here is a sample client onboarding process to get you started:

1. Collect payment and activate the necessary products. At the time of payment, let your client know your billing schedule and what notice is required if they choose to cancel these products down the road.
   
   
2. Now it is time to ensure your clients have access to their product dashboards, tools, and proof-of-performance reporting. Create users for any business contacts who will need access to Business App. Be sure to send a Welcome Email. This email will invite them to login for the first time and set their password. They will login at the URL specified at the top of the screen when you go to Partner Center > Businesses > Users.
   
   
   
   
3. Once you have added the client’s user, check their permissions by clicking the three dots next to the user’s name and selecting “Edit Permissions”. Adjust the access they have as necessary.
   
   
   
   
4. You can also adjust the notifications this user will receive by clicking the three dots next to their user and selecting “Edit Notifications”.
   
   
   
   
5. When a user logs in for the first time, they will land on the “Get Started” tab. This tab has a video walkthrough of Business App and a checklist they can complete to get familiar with the dashboard. It is a good idea for salespeople to be familiar with Business App as well so they can guide clients through each tab.
   
   
   
   
6. Your client may need assistance connecting their accounts. Accounts can be connected within product dashboards under “Settings” or in Business App under Settings > Connections. Each listing requires either Admin access or the login credentials in order to connect it.
   
   
   
   
7. Your client is automatically set up to receive Executive Reports both weekly and monthly. These reports show proof-of-performance and updates on how their online reputation is progressing. Your clients can also access this report in Business App as needed.
   
   
   
   
8. If your client has purchased Do-It-Yourself (DIY) solutions, their salesperson can give them an initial walkthrough of where to find their product dashboards and high level navigation of these dashboards.
9. If your client has purchased Do-It-For-Me (DIFM) solutions, their salesperson can give them a rundown of what the fulfillment timeline will look like and what information is needed from the client.
10. It is a good idea for the salesperson to set regular reminders to check in with their client every 2-4 weeks. These check-ins can be used to show how their products are progressing their online reputation (use the Executive Report as a tool!). Upsell opportunities may be discovered during these calls as well.