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Client Onboarding Checklist: [Client Name]

Template Instructions

Replace all text in [brackets] with your content. Delete this callout when done. This checklist ensures smooth client onboarding with nothing overlooked.

Client Overview​

Client Name: [Client Name]

Company: [Company Name]

Industry: [Industry]

Project Type: [Website, Application, Integration, etc.]

Start Date: [YYYY-MM-DD]

Target Go-Live: [YYYY-MM-DD]

Account Manager: [Name]

Technical Lead: [Name]

Contract Value: [Value - if applicable]

Phase 1: Pre-Kickoff (Week -1)​

Administrative Setup​

  • Contract signed

    • Contract fully executed
    • SOW (Statement of Work) agreed
    • Payment terms confirmed
    • Contract stored: [Location]

  • Internal systems setup

    • Client created in [CRM/ERP system]
    • Project created in [Project management tool]
    • Billing setup in [Accounting system]
    • Client ID assigned: [ID]

  • Team assigned

    • Account Manager: [Name]
    • Technical Lead: [Name]
    • Developers: [Names]
    • Designer: [Name] (if applicable)
    • QA: [Name] (if applicable)

  • Communication channels established

    • Slack channel created: [#client-name]
    • Email alias created: [client@company.com]
    • Video call link: [Zoom/Google Meet link]
    • Shared drive/folder created: [Location]

Discovery & Planning​

  • Project documentation prepared

    • Project brief created
    • Requirements document drafted
    • Timeline/milestones defined
    • Budget/scope confirmed

  • Technical discovery

    • Current systems documented
    • Integration requirements identified
    • Technical constraints noted
    • Infrastructure needs assessed

  • Kickoff meeting scheduled

    • Date/Time: [YYYY-MM-DD HH:MM]
    • Attendees from client: [Names/roles]
    • Attendees from team: [Names/roles]
    • Agenda prepared
    • Meeting invite sent

Phase 2: Kickoff (Week 0)​

Kickoff Meeting​

  • Introductions completed

    • Team members introduced
    • Roles and responsibilities clarified
    • Communication preferences discussed
    • Working hours/timezones confirmed

  • Project overview presented

    • Goals and objectives reviewed
    • Scope confirmed
    • Timeline reviewed
    • Milestones discussed
    • Success criteria defined

  • Process walkthrough

    • Development process explained
    • Review/approval process defined
    • Communication cadence set
    • Issue escalation process explained
    • Change request process outlined

  • Questions answered

    • All client questions addressed
    • Concerns noted and mitigated
    • Action items captured
    • Next steps confirmed

Post-Kickoff Actions​

  • Meeting notes distributed

    • Notes sent within 24 hours
    • Action items highlighted
    • Deadlines confirmed
    • All attendees copied

  • Project plan finalized

    • Based on kickoff discussion
    • Client approved
    • Shared with team
    • Added to project management tool

Phase 3: Access & Setup (Week 1)​

Access Provisioning​

  • Client provides access

    • Existing systems access
    • Domain/DNS access
    • Hosting account access
    • Database access (if applicable)
    • CMS/admin access (if applicable)
    • Analytics access
    • Email/marketing platform access
    • Third-party service credentials

  • We provide access to client

    • Staging environment access
    • Project management tool
    • Design files/Figma
    • Shared documentation
    • Communication channels
    • Status dashboard (if applicable)

  • Credentials documented

    • All credentials stored securely in [1Password, etc.]
    • Access log maintained
    • Sharing method secure
    • Credential owners identified

Technical Setup​

  • Development environment setup

    • Repository created: [GitHub URL]
    • Branching strategy defined
    • CI/CD pipeline configured
    • Development environment deployed

  • Staging environment setup

    • Staging server provisioned
    • Staging URL: [URL]
    • SSL certificate configured
    • Client access provided

  • Tools configured

    • Project management: [Tool name]
    • Time tracking: [Tool name] (if applicable)
    • Bug tracking: [Tool name]
    • Design handoff: [Tool name]

Brand & Assets​

  • Brand assets received

    • Logo (all formats)
    • Brand guidelines
    • Color palette
    • Typography/fonts
    • Imagery/photography
    • Copy/content
    • Assets organized: [Location]

  • Content inventory

    • Existing content documented
    • Content gaps identified
    • Content creation plan defined
    • Content owners assigned

Phase 4: Documentation (Week 1-2)​

Requirements Documentation​

  • Requirements finalized

    • Functional requirements documented
    • Technical requirements documented
    • Client approved requirements
    • Requirements added to project tool

  • User stories created (if applicable)

    • All features as user stories
    • Acceptance criteria defined
    • Stories prioritized
    • Sprint planning completed

Technical Documentation​

  • Technical specification

    • Architecture documented
    • Tech stack confirmed
    • APIs documented
    • Database schema designed
    • Integration approach defined

  • Design specifications

    • Wireframes created
    • Mockups designed
    • Design system defined
    • Responsive behavior documented
    • Client approved designs

Process Documentation​

  • Standard operating procedures
    • Deployment process documented
    • Code review process defined
    • Testing process defined
    • Bug reporting process explained
    • Change request process documented

Phase 5: Handoff & Training (Pre-Launch)​

Knowledge Transfer​

  • System documentation created

    • User guide written
    • Admin guide written
    • FAQ documented
    • Video tutorials created (if applicable)
    • Documentation reviewed by client

  • Training scheduled

    • Training sessions planned
    • Training materials prepared
    • All relevant users invited
    • Training dates confirmed

  • Training completed

    • Admin training: [Date]
    • User training: [Date]
    • Technical training: [Date] (if applicable)
    • Training recorded: [Link]
    • Training feedback collected

Handoff Preparation​

  • Final review completed

    • All features tested
    • UAT (User Acceptance Testing) completed
    • Client sign-off received
    • Known issues documented

  • Production environment ready

    • Production server configured
    • SSL certificate installed
    • Backups configured
    • Monitoring configured
    • Production URL ready: [URL]

  • Go-live plan confirmed

    • Deployment date: [Date/time]
    • Deployment checklist prepared
    • Rollback plan documented
    • Support plan defined
    • Stakeholders notified

Phase 6: Support Setup (Pre-Launch)​

Support Infrastructure​

  • Support channels established

    • Support email: [email]
    • Support phone: [phone] (if applicable)
    • Support hours: [Hours]
    • Response time SLA: [X hours]
    • Escalation process defined

  • Support documentation

    • Support playbook created
    • Common issues documented
    • Troubleshooting guides written
    • Client contact list maintained

  • Monitoring configured

    • Uptime monitoring: [Tool name]
    • Error tracking: [Tool name]
    • Performance monitoring: [Tool name]
    • Alerts configured
    • Alert recipients: [Names/channels]

Ongoing Relationship​

  • Maintenance plan defined

    • Maintenance schedule: [Frequency]
    • Update process defined
    • Security patching schedule
    • Backup schedule confirmed

  • Communication cadence set

    • Regular check-ins: [Frequency]
    • Status reports: [Frequency]
    • Quarterly business reviews: [Yes/No]
    • Account review meetings: [Frequency]

Launch & Post-Launch​

Launch Day​

  • Go-live executed

    • Deployment completed: [Date/time]
    • DNS cutover (if applicable): [Date/time]
    • Verification completed
    • No critical issues
    • Client notified

  • Post-launch verification

    • All functionality verified
    • Monitoring showing green
    • Client performed final check
    • Launch announced

Post-Launch Support​

  • Enhanced monitoring (Week 1)

    • Daily check-ins
    • Issues addressed promptly
    • Performance monitored
    • Client satisfaction checked

  • Week 1 review

    • Review call held: [Date]
    • Issues discussed
    • Action items created
    • Client feedback collected

  • Month 1 review

    • Review call held: [Date]
    • Usage metrics reviewed
    • Optimization opportunities identified
    • Future enhancements discussed

Project Closeout​

  • Final deliverables

    • All source code delivered
    • All documentation delivered
    • All assets/credentials transferred
    • Final invoice sent

  • Retrospective held

    • Internal team retrospective
    • What went well
    • What could be improved
    • Lessons documented

  • Transition to support

    • Transitioned to support team
    • Account manager assigned
    • Support plan active
    • Maintenance schedule started

Client Information Reference​

Primary Contacts​

NameRoleEmailPhoneTimezone
[Name][Role][Email][Phone][TZ]
[Name][Role][Email][Phone][TZ]
[Name][Role][Email][Phone][TZ]

Decision Makers​

  • Budget/Contract: [Name]
  • Technical: [Name]
  • Business: [Name]
  • Design: [Name]

Company Information​

  • Company Name: [Name]
  • Industry: [Industry]
  • Company Size: [Number of employees]
  • Website: [URL]
  • Address: [Address]

Project Information​

Key Dates​

MilestoneDateStatus
Contract Signed[Date]✅
Kickoff Meeting[Date]✅
Design Approval[Date]🟡
Development Start[Date]🟡
UAT Start[Date]🔴
Go-Live[Date]🔴

Systems & Tools​

SystemURL/AccessPurposeOwner
[System][URL][Purpose][Owner]
[System][URL][Purpose][Owner]

Third-Party Services​

ServiceAccountPurposeLogin
[Service][Account ID][Purpose][Where stored]
[Service][Account ID][Purpose][Where stored]

Communication Log​

DateTypeTopicParticipantsNotes
[Date][Email/Call/Meeting][Topic][Names][Summary]

Issues & Risks​

Open Issues​

IDIssueImpactOwnerStatus
[1][Issue][High/Med/Low][Name]🔴/🟡/🟢

Risks​

RiskProbabilityImpactMitigationOwner
[Risk][H/M/L][H/M/L][Plan][Name]

Success Criteria​

  • Project delivered on time
  • Project delivered within budget
  • All requirements met
  • Client satisfaction score: [Target]
  • Zero critical bugs at launch
  • Documentation complete
  • Team trained
  • Support infrastructure ready

Notes & Observations​

[Add any additional notes, observations, or context specific to this client]

  • [Contract/SOW]
  • [Project Requirements]
  • [Technical Specification]
  • [Design Files]
  • [User Documentation]

Checklist Version: 1.0 Last Updated: [YYYY-MM-DD] Status: In Progress / Completed Completion Date: [YYYY-MM-DD]