New Client Onboarding Process

Who: This process is for everyone involved in the onboarding of a new client - Account Manager, Office Administrator, Client Managers, Team Leaders and Global team members

What: It shows you how to onboard a new client

When: Undertake this process whenever a new client comes on board

Why: This process is completed to ensure that all new clients have a smooth transition into starting with Strictly Savvy and their Client Manager

Process For Onboarding A New Client

1. The new client signs their proposal

2. The Account Manager fills in the New Client Info Form in the Client & Team Register base in Airtable. This action triggers a Zap that will create the new client in Harvest, a project for them in Teamwork, and set them up as a new contact in Xero.
   Details include: Company legal name; main contact name, email & phone number; accounts contact name, email & phone number if different to main contact; start date; hourly rates; plan hours; client type (service plan, flexi, project, etc); Head VA; Back-up VA; Sales Person; Account manager; any notes regarding handover, timers, getting started fees, etc

3. The Account Manager then posts a message in the Client Changes chat channel in Teamwork, tagging the Office Administrator to advise them that a new client's details are in Airtable, and tagging the Internal Global Team member to add and assign the appropriate templated task list into Teamwork, with the details from the Airtable form - eg start dates, rates, separate timer for Bookkeeping, etc

4. The Office Administrator goes through the templated tasks and assigns dates aligned with any relevant information given in the task list description, eg the handover date, the start date of the service plan if applicable, etc

5. The Office Administrator and the Internal Global Team member set up the client everywhere - Airtable, Harvest, Xero, Juicy

6. A handover is scheduled by the Account Manager between themselves, the client and the Client Manager, and their team leader

7. The handover meeting is held in either the hello@strictlysavvy.co.nz (https://us02web.zoom.us/j/9162937309) or the assist@strictlysavvy.co.nz (https://us02web.zoom.us/j/4082127731) Zoom meeting room.

8. The "Getting Started" email is drafted after the handover meeting by the Client Manager and checked by the Team Leader, then sent to the client, with the Account Manager and Office Administrator cc'd in

9. The Account Manager sends the client an email with details on how to sign up to GoCardless for payments

10. The Account Manager provides a progress update in the Leads chat channel in Teamwork

11. Any initial tasks that need to be set up in Teamwork as a result of the initial handover (recurring admin and bookkeeping tasks for example) will be set up by the Internal Global Team member, then the Client Manager will review and revise to ensure all tasks are entered for initial set up plus ongoing recurring tasks

12. The set up of handbook is also delegated to the Internal Global Team member, with initial notes put in once the the Chrome bar is set up or a Google account login has been received from the client 

13. Any passwords obtained from the client are provided in direct chat message/s to the Office Administrator for ALL logins with URL, Name + Client, Username, Password

14. The Team Leader will check on the tasks in the Handover Meeting / Set Up task list, to make sure everything is actioned, and any follow up is done with the VAs and/or client

15. The Team Leader will work with the Client Manager closely throughout the first month to make sure all initial tasks and set up is completed, and ensures an ongoing maintenance list is set up and running in Teamwork, and works with the Client Manager to delegate all possible tasks to the Global Team

16. The Client Manager documents all processes in handbook

17. After 3 months the Head VA will send the client a testimonial request