Customer Onboarding Process Overview for Supervisors 🚀

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In this video, I walk you through the customer onboarding process, focusing specifically on the responsibilities of supervisors. I detail how sales staff fill out a form that triggers a series of steps, including operations intake, customer experience, and accounting, before it reaches operational setup where your role begins. It's crucial that you complete the operational setup, Go Live checklist, and training deployment promptly to avoid delays in onboarding. I emphasize the importance of communication with other departments to ensure a smooth transition. Please make sure to follow up with the respective teams if the card is stuck at any stage.

Customer Onboarding Standard Operating Procedure (SOP)

Objective

This SOP outlines the steps for supervisors to effectively manage the customer onboarding process, ensuring all necessary tasks are completed in a timely manner.

Key Steps

1. Sales Staff Form Submission 0:16

Sales staff fills out a detailed form with customer contract information.
Information includes contact details, address, start date, and other relevant data.

2. Operations Intake Review 1:04

Senior operations manager receives card notifications for new submissions.
Review the information provided by sales staff.

3. Supervisor Assignment 1:36

Assign a supervisor for the onboarding process (e.g., yourself, Heather, etc.).
Determine if the work will be done in-house or subcontracted.

4. Budget and Milestones Confirmation 2:00

Confirm budgeted hours and whether supplies are included.
Note key milestones such as contract start date, labor confirmation, and supply order deadlines.

5. Move to Customer Experience Stage 2:32

Once operations intake is complete, move the card to the customer experience stage.

6. Customer Introduction 2:40

Customer experience team (Roberta) will email the customer to welcome them and send a welcome packet.

7. Accounting Onboarding 2:52

Accounting team will onboard the customer into the accounting systems (e.g., HubSpot).

8. Operational Setup Responsibilities 3:32

Review all information from accounting and customer experience.
Create necessary documents and prepare the account for service.

9. Create Checklists and Schedules 4:00

Develop employee schedules, inspection schedules, and templates.
Prepare a strategic account plan for the first month.

10. Equipment and Supply Requisition 4:10

Attach operational documents and create requisitions for equipment and supplies needed.

11. Timeliness of Completion 4:35

Complete all tasks promptly to avoid delaying the HR stage.

12. HR Collaboration 5:00

Work with HR to confirm employee hiring and assignments.

13. GoLive Checklist Setup 5:16

Schedule a GoLive meeting with a senior operations manager to review setup.

14. Confirm Pre-Deployment Walkthrough 5:46

Ensure the pre-deployment walkthrough is completed and add any necessary notes.

15. Training and Deployment Confirmation 6:08

Confirm the start date and upload completed training checklists.

16. First Week Audit 6:24

Conduct a first week audit to ensure employee training and account readiness.

17. Finalize Onboarding 6:45

Once all tasks are completed, move the card to 'done' to finalize customer onboarding.

18. Accountability in Process 7:15

If the card is stuck at any stage, proactively reach out to the responsible team member to move it forward.

Cautionary Notes

Ensure all tasks are completed in a timely manner to avoid delays in the onboarding process.
Maintain clear communication with all departments involved in the onboarding process.

Tips for Efficiency

Regularly check the status of the onboarding card to ensure no stage is delayed.
Keep a checklist of tasks to ensure all responsibilities are met before moving to the next stage.