Onboarding Process

A step-by-step guide for implementation and training — from Sales handoff and kickoff through server setup, data migration, QA, and client go-live.

Onboarding Process

Onboarding Process

Overview

This module covers the full onboarding process — from the moment Sales hands off a new client to the moment the client goes live on the CRM. As the person responsible for both implementation and training, you own this entire journey.

Your goal is to get the client live within 20 days of the kickoff call, with all configuration done, data migrated, and users trained.

The Onboarding Journey

Sales Handoff → Kickoff Call → System Setup → Data Migration → QA → Training → Go-Live

Your Responsibilities

As the implementer and trainer, you are responsible for:

Receiving the client from Sales with a completed handoff form.
Running the kickoff call and setting expectations.
Purchasing and configuring the server, domain, and SSL.
Setting up the CRM — roles, users, settings, integrations.
Collecting and importing client data (leads, inventory, brokers, users).
Delivering all training sessions.
Conducting internal QA before go-live.
Handing off to the CSM post go-live.

Welcome Email Template

Send this email to the client immediately after the kickoff call, with the Delivery Plan, Scope of Work, and data templates attached.

Dear Partner,

We're delighted to welcome you onboard, and thank you for choosing Profit CRM. We truly look forward to a successful partnership and helping your team achieve operational excellence with our system.

Attached to this email, you'll find:

Your Delivery Plan, which includes the expected timeline for each implementation phase
Scope of Work
The data required to begin the setup

To ensure a smooth and aligned onboarding experience, I'm happy to introduce the team who will be working with you:

[Name] – [Role] Responsible for [responsibility]. 📧 [email]@dotshub.net | 📞 [phone number]

Please review the attached documents carefully and don't hesitate to reach out if you have any questions. Once the required data is ready, we can move forward with scheduling your first onboarding session.

Looking forward to starting this journey together!

Best regards,

Implementation Time Limits

Each area of setup has an allocated time budget. Extra work beyond these limits incurs additional fees:

Area	Allocated Hours
Roles & Users setup	8 hours
Leads data migration	16 hours
Inventory data migration	16 hours
Reservation & Contract setup	8 hours

Success Criteria

Metric	Target
Go-live timeline	Within 20 days of kickoff
Training session completion	100% within onboarding window
Training attendance	>90%
Onboarding CSAT	≥ 85%

Module Pages

Page	Description
Sales Handoff	What you receive from Sales and how to prepare.
Kickoff Call	How to run the kickoff, what to cover, and what to send the client.
Server & System Setup	Purchasing the server and configuring the CRM.
Data Collection & Migration	The data you need from the client and how to import it.
Internal QA	Testing the setup before going live.
Training Delivery	How to plan and deliver training sessions.
Go-Live & Handoff to CSM	Final steps and transition to the CSM.

Sales Handoff

Overview

Before you do anything, Sales must hand off the client to you using a completed Sales Handoff Form. This form contains everything you need to start the onboarding — client goals, technical details, key contacts, and contract attachments.

⚠️ Do not start any setup or configuration before you have a completed handoff form. Missing information at this stage causes delays later.

What the Handoff Form Contains

Client name, key contacts, and communication preferences.
Client business goals and what they want to achieve with the CRM.
Technical details (SaaS vs. on-premise, local server vs. cloud).
Number of users and which modules are in scope.
Signed contract and aftersales details.

Handoff Form: Sales Handoff Form

Your Checklist After Receiving the Handoff

Before moving to the kickoff call, confirm you have:

[ ] Completed Sales Handoff Form received.
[ ] Signed contract attached.
[ ] Client goals and success criteria noted.
[ ] Deployment type confirmed (SaaS / On-Premise / Cloud).
[ ] Number of users confirmed.
[ ] Key client contacts identified (technical + business).
[ ] Kickoff date agreed with client.
[ ] Jira tasks created for the new deal (for SaaS subscriptions).

Creating the Jira Tasks

Once you receive the handoff, create the new deal tasks in Jira. These tasks will track the full onboarding progress internally.

Onboarding Playbook (Jira task structure): Playbook

Kickoff Call

Overview

The kickoff call is your first official interaction with the client as the onboarding team. It sets expectations, confirms scope, and kicks off the data collection process. You run this call.

Before the Call

Review the Sales Handoff Form in full.
Prepare the Scope of Work document.
Prepare the Delivery Plan (implementation + training timeline).
Prepare the server specifications and recommendations.
Prepare the data migration templates to send after the call.

Welcome Email Template: Welcome Mail

Scope of Work Template: SOW

What to Cover on the Call

1. Introductions

Introduce yourself as the onboarding team (implementer + trainer if both present).
Set a professional and organized tone from the start.

2. Implementation Process & Scope of Work

Walk the client through what implementation includes.
Confirm which modules are in scope.
Clarify what is included within the time budget and what incurs extra fees.

3. Confirm Key Details

Number of users who will access the CRM.
Key go-live date and any hard deadlines.
Client goals and what success looks like for them.

4. Deployment Type

Confirm whether the client is on SaaS, cloud server, or on-premise (local server).
If cloud or on-premise: share server specifications and recommendations by email (Digital Ocean or Amazon).

5. Data Requirements

Explain that you need the client to fill in data migration templates.
Share the templates immediately after the call (see Data Collection page).
Set a clear deadline for when templates should be returned.

After the Call — What to Send the Client

Send all of the following by email immediately after the kickoff call:

Item	Description
Welcome Email	Formally introduces the onboarding team and next steps.
Scope of Work (SOW)	Documents what is included in the implementation.
Delivery Plan	Implementation + training timeline with dates.
Server Specifications	For cloud/on-prem clients only — recommended server specs and hosting options.
Data Migration Templates	Excel templates for the client to fill in their data (see Data Collection page).

💡 Sending everything in one organized email right after the call signals professionalism and sets the tone for the entire onboarding relationship.

Server & System Setup

Overview

While waiting for the client's data templates to come back, you start setting up the technical infrastructure. This includes purchasing the server and domain, deploying the CRM, and configuring all system settings.

Step 1 — Purchase Server, Domain & SSL

Item	Notes
Server	Digital Ocean or Amazon — use the specs shared with the client.
Domain	Purchase the domain for the client's CRM instance.
SSL Certificate	Required for secure access.

After purchasing, create the corresponding Jira deployment tasks to track progress.

Step 2 — CRM Configuration

Once the server is up and the CRM is deployed, configure the system based on the client's requirements from the Sales Handoff Form.

Roles & Users

Set up all roles based on the client's org structure.
Assign permissions to each role (see the Roles & Users module for guidance).
Create the user accounts and set up the hierarchy tree.

General Settings

Company name, logo, and branding.
Currency, language, and regional settings.
Sales settings — states, rotation rules, withdrawal rules.
Finance settings — payment grace periods, delay rules, penalties.
Customer Service settings — ticket types, visibility mode.

Integrations & APIs (if required)

Configure any integrations the client needs:

Integration	Notes
Mail Configuration	SMTP settings for system emails.
SMS Configuration	SMS gateway for notifications.
Facebook Integration	Lead sync from Facebook Ads.
Other APIs	Any third-party integrations per scope.

⚠️ Only configure integrations that are explicitly in scope on the SOW. Any additional integration requests should be flagged as extra fees.

Step 3 — Validate Readiness for Data Import

Before importing any client data, confirm:

[ ] All roles and users are created and tested.
[ ] Settings are configured and saved correctly.
[ ] Integrations are connected and tested (where applicable).
[ ] System is accessible from the client's devices/browsers.

This readiness check ensures that data imports don't need to be redone due to configuration changes made after the fact.

Data Collection & Migration

Overview

You need the client to provide their existing data in standardized Excel templates before you can import anything into the CRM. Send the templates right after the kickoff call and set a clear return deadline — this step is often the biggest cause of delays.

The 5 Data Templates

1. Roles Sheet

What to request:

Field	Description
Role Name	Name of each role in the organization.
Parent Role	The role above it in the hierarchy (e.g., Sales Manager is parent of Salesman).

2. Users Sheet

What to request:

Field	Description
Full Name	User's full name.
Email	Login email address.
Mobile Number	User's mobile number.
Assigned Role	Which role this user is assigned to.
Parent User	The specific user they report to.

3. Leads Sheet

What to request:

Field	Description
Lead Name	Full name of the lead.
Phone Number	Contact number.
Email	Email address (if available).
Lead ID	The marketing Lead ID to attach to this lead.
State	The lead's current state in the sales pipeline.
Assigned Salesperson	Which salesman this lead belongs to.
Client Status	Indicate if this lead has already converted to a client.

4. Inventory Sheet

What to request:

Field	Description
Unit Name	Name or code of the unit.
Project Name	Which project the unit belongs to.
Building Name	Which building within the project.
Space / Size	Unit size in sqm or other unit.
Price	Unit price.
Price Type	Full price or price per meter.
View	Unit view (e.g., Pool View, Garden View).
Position	Unit position or orientation.
Additional Notes	Any other relevant details.

Inventory Template: Download Template

5. Brokers Sheet

What to request:

Field	Description
Broker Company Name	Name of the brokerage company.
Email	Company contact email.
Mobile Number	Contact number.
CRN	Commercial Registration Number (if available).

Brokers Template: Download Template

Importing the Data

Once the client returns the completed templates:

Validate the data for completeness and correct formatting before importing.
Import in order: Roles → Users → Inventory (Projects/Buildings/Units) → Leads → Brokers.
Validate integrity after each import — check for missing records, duplicates, or structure issues.
Flag any data quality issues back to the client immediately — do not import bad data and fix it later.

Time Budget

Data Area	Allocated Hours
Roles & Users	8 hours
Leads	16 hours
Inventory	16 hours
Reservation & Contract setup	8 hours

⚠️ Any data migration work beyond these hours requires written approval and is billed as extra implementation fees.

Internal QA

Overview

Before you hand the system to the client for training, you run an internal test to make sure everything is set up correctly. This is your last chance to catch issues before the client sees the system.

When to Run QA

Run QA after all of the following are complete:

[ ] All roles, users, and permissions are configured.
[ ] All data has been imported (inventory, leads, users, brokers).
[ ] All settings and integrations are configured.
[ ] The system is accessible from the client's environment.

QA Checklist

Roles & Users

[ ] All roles exist with the correct permissions.
[ ] All users can log in successfully.
[ ] The hierarchy tree is correct — parents and children are assigned properly.
[ ] Each user sees only what they should see based on their role.

Inventory

[ ] All projects, buildings, building segments, and units are present.
[ ] Unit prices, details, and statuses are correct.
[ ] Payment plans are attached and displaying correctly.

Leads

[ ] All leads are imported and assigned to the correct salesman.
[ ] Lead states are correct.
[ ] Marketing Lead IDs are attached where applicable.

Brokers

[ ] All broker companies are in the system.
[ ] Broker agents are correctly linked to their companies.

Settings & Integrations

[ ] Sales states and rotation rules are working correctly.
[ ] Finance settings (grace periods, penalties) are configured correctly.
[ ] Email integration is sending correctly (test with a real email).
[ ] SMS integration is delivering correctly (test with a real number).
[ ] Facebook integration is pulling leads (if in scope).

General

[ ] Company branding (name, logo) appears correctly.
[ ] System language and currency are set correctly.
[ ] Client can access the system from their devices.

If You Find Issues

Fix the issue immediately if it's within your scope.
If it requires client input (e.g., missing data, wrong information), contact the client and document the blocker in Jira.
Do not proceed to training if there are critical unresolved issues — training on a broken setup wastes everyone's time.

💡 Document the QA results in Jira. A passing QA checklist is required before the training schedule is confirmed with the client.

Training Delivery

Overview

Once QA passes, you move into training. Your goal is to make every user confident and independent on the CRM — not just aware of where buttons are, but actually able to do their job using the system.

Step 1 — Training Needs Assessment

Before building your training plan, understand who you're training and what they need:

Review the Sales Handoff Form for client goals and user types.
Identify the user segments who will attend (Admins, Sales, Operations, Finance, Customer Service, etc.).
Confirm their preferred format: in-person (physical), online (Zoom/Teams/Meet), or recorded sessions.
Identify which modules each role needs to be trained on.

Step 2 — Build the Training Plan

Create a customized training delivery plan based on:

The client's industry and how they work.
The roles of the attendees.
The modules that are in scope.

For each training session, prepare:

Session agenda and objectives.
Materials, user guides, and any visual aids.
Real client data to use in demos where possible (use the actual imported data — not dummy data).

💡 Use the client's actual data in demos. Seeing their own units, leads, and users in the system makes training significantly more effective than using generic examples.

Delivery Plan Template: coordinate with operations to confirm training dates with the client and share the plan via email.

Step 3 — Deliver the Sessions

During Each Session

Conduct sessions in-person or online (Zoom, MS Teams, or Google Meet).
Keep sessions interactive — use Q&A and hands-on segments throughout, not just at the end.
Demonstrate workflows using the client's actual data.
Record every session and upload the recording to the client's workspace or shared folder.
At the end of each session, sign the Training Handover Form (Visits Report).

Training by Role

Each role should only attend sessions relevant to their work:

Role	Modules to Cover
Admin	All modules — full system overview, settings, roles & users, reports.
Sales	Dashboard, leads, units, unit sales pipeline (Hold step), NPV.
Operations	Units, inventory, unit sales pipeline (all steps).
Finance	Financial module, payments, unit sales pipeline (financial steps), EOI.
Customer Service	Customer service module, tickets, client profile.
Call Center	Call center module, adding leads, recall, tickets.

⚠️ Do not train everyone on everything — it wastes time and creates confusion. Role-based training keeps sessions focused and relevant.

Step 4 — Post-Training Follow-Up

After each session:

Training Success Criteria

Metric	Target
Completion of all planned sessions	100% within onboarding window
Attendance rate	>90%
CSAT on training	≥90%
Quiz/pass rate	≥80%
Support tickets for trained features	Should decline post-training

Tools & Templates

Item	Description
Training Delivery Plan (Excel)	Session schedule, roles, modules, and dates.
Visits Report / Training Handover Form	Signed after each session.
Session Recordings Folder	Upload all recordings here for the client.
Feedback Survey (Google Form)	Sent to attendees after each session.
Knowledge Base	This BookStack — share the relevant module pages with each role after training.

Go-Live & Handoff to CSM

Overview

Go-live is the moment the client officially starts using the CRM in production. Before you declare go-live, all technical and training prerequisites must be met. After go-live, ownership of the client relationship transfers to the CSM.

Go-Live Checklist

Before announcing go-live, confirm all of the following:

Technical

[ ] All data is imported and validated.
[ ] All roles, users, and permissions are correct.
[ ] All settings and integrations are live and tested.
[ ] QA checklist passed with no outstanding blockers.

Training

[ ] All planned training sessions are completed.
[ ] All session recordings are shared with the client.
[ ] Training Handover Forms (Visits Reports) are signed.
[ ] Feedback forms sent and responses collected.

Client Readiness

[ ] Client confirms they are ready to go live.
[ ] Go-live date agreed and communicated to all internal stakeholders.
[ ] Any outstanding client questions or concerns are resolved.

Announcing Go-Live

Once all checklist items are complete:

Confirm the official go-live date with the client by email.
Notify the CSM that the client is ready for handoff.
Prepare the Handover Report to CSM (CRM template) — this includes a summary of: client goals, go-live notes, what was configured, what was trained, and any remaining concerns or open items.

Handoff to CSM

The CSM takes over the client relationship from this point. Your handoff to them should include:

Item	Description
Handover Report	Summary of the full onboarding — configuration, data, training, and open items.
Client Goals	What the client wants to achieve — as confirmed during kickoff.
Go-Live Notes	Any important context about how the setup was done or decisions made during onboarding.
Remaining Concerns	Any open issues or concerns the client raised that weren't fully resolved during onboarding.
Jira Tasks	Confirm all onboarding Jira tasks are closed or handed over.

💡 A thorough handover report means the CSM can hit the ground running without having to go back to the client to re-learn basic context. The better your notes, the smoother the transition.

Your Role After Go-Live

Once the handoff is complete, your direct involvement with the client ends — except for:

Technical escalations from Support that require implementation-level knowledge.
Any agreed follow-up configuration work (documented in Jira and SOW).

The CSM owns the relationship from this point forward.