Client Onboarding That Doesn't Suck: A Repeatable Process
You sign a new client. Exciting! Then the chaos begins. What do they need from us? What do we need from them? Who's doing what? Three weeks later, nobody knows what's happening.
Key Takeaways
- Poor onboarding causes 20% of client churn
- Standardized process = consistent outcomes
- First 30 days set the tone for the relationship
- Automate what you can, personalize what matters
The Cost of Bad Onboarding
When onboarding fails:
- Projects start late
- Scope gets confused
- Trust erodes early
- You lose money on delivery
- Clients leave within 6 months
Stat: Clients who have a great onboarding experience have 60% higher lifetime value.
The Perfect Onboarding Process
Phase 1: Welcome (Day 0-1)
Immediately after signing:
- Welcome email - Congratulate them, set expectations
- Kick-off meeting scheduled - Within 1 week
- Access provisioned - Portal, tools, communication channels
- Internal handoff - Sales to delivery
Welcome Email Template:
Subject: Welcome to [Company]!
Hi [Name],
We're thrilled to have [Client Company] on board!
Here's what happens next:
- Kick-off call: [Date/Time]
- What we need from you: [List]
- Your client portal: [Link]
Any questions? I'm here.
Phase 2: Kick-off (Day 1-7)
Kick-off meeting agenda:
- Introductions (who's who on both sides)
- Review scope and timeline
- Clarify success criteria
- Collect requirements
- Set communication expectations
- Schedule recurring check-ins
Phase 3: Collect & Confirm (Day 7-14)
Get what you need:
- Assets (logos, brand guidelines)
- Access (accounts, credentials)
- Content (copy, images)
- Approvals (stakeholder buy-in)
Tip: Create a checklist and track completion.
Phase 4: Deliver First Win (Day 14-30)
Give them something tangible within 30 days:
- Quick win deliverable
- Progress update
- Value demonstration
First impressions last. Show momentum early.
Onboarding Checklist Template
For You to Do:
- Send welcome email
- Schedule kick-off call
- Create client in CRM
- Set up project workspace
- Assign team members
- Create communication channel
- Send onboarding questionnaire
From Client:
- Sign contract
- Complete questionnaire
- Provide access/credentials
- Send brand assets
- Confirm stakeholders
- Attend kick-off call
Communication Cadence
| Timing | Touch Point |
|---|---|
| Day 0 | Welcome email |
| Day 3 | Onboarding checklist reminder |
| Day 5-7 | Kick-off call |
| Day 14 | Progress update |
| Day 30 | First milestone delivery |
| Weekly | Status update |
How Dewx Streamlines Onboarding
Dewx CX Hub includes onboarding automation:
- Template projects - Pre-built task lists for onboarding
- Client portal - They see progress, upload assets
- Automated reminders - Tasks auto-nudge
- Document collection - Request and receive in one place
- Communication log - All messages tracked
Consistent onboarding, every time.
FAQ
How long should onboarding take?
Depends on complexity. Simple service: 1-2 weeks. Complex project: 2-4 weeks. Enterprise: 4-8 weeks.
What if the client is slow to respond?
Build in buffers and consequences. "If we don't receive X by Friday, the timeline shifts by Y."
Should I charge for onboarding?
Consider it. Onboarding takes real work. Some include it, others charge a setup fee.
Conclusion
Great client relationships start with great onboarding. A repeatable process means consistent experiences, for you and your clients.
Build your onboarding:
- Welcome immediately
- Kick off within a week
- Collect requirements systematically
- Deliver a quick win within 30 days
Ready to standardize your onboarding? Join the Dewx beta and use project templates that work.