The client onboarding process plays a fundamental role in every business, as it shows the client they can trust your business and that you are ready to solve their needs. We created a video tutorial to show how our team here in Systematic Excellence onboard new clients from start to finish.
P.S.: Click the hyperlinked text to go exactly to the part of the video where we mention each feature!
Learn in the video how we do our Client Onboarding Process, starting with a simple yet useful automation tip to help you keep all of your client’s information and data in one single place.
Then, depending on the kind of project, you can create a template client folder with important information that you and your team members can access as many times as needed, as well as a place to keep the communication going with your clients with ease.
Whenever you need a revision or approval from your clients, you can make it easy for them by recording a step-by-step video so they know where to attach files, make comments, and so on. We explain everything about walkthrough videos here.
We highly recommend creating lists per each client or project to have all sorts of notes, follow-ups, questions, etc so you don’t lose track of your progress and goals.
Finally, we want to note that how important the client experience is during their stay with your company, and that includes making the onboarding process as easy as possible for the client.
Watch Amalie Show You How To Onboard Clients with ClickUp:
Read The ClickUp Client Onboarding Video Transcript
Hi, I am Amalie with Systematic Excellence Consulting. And today I’m going to go over the client onboarding in ClickUp. And before I get started, I want to mention something that I find with clients a lot of times and just people commenting about ClickUp.
So ClickUp has a lot of features that can be used or not used. But I think the most important thing when you’re getting ready to set ClickUp up, or any project management tool for that matter, is to have a clearly defined process before you come in. So you want to have your process written out, whether that’s in a Google Doc, or written out on paper, whatever, and build ClickUp around that process.
It can be overwhelming to come in and see all these different options inside of ClickUp. And what I have found, the best way to deal with that is to first have your process defined, understand the steps and, and then come into ClickUp and build it around there, what I’m going to show you is just one way to do it. There’s obviously lots of other ways to do it. But that’s the most important thing. And that might look like you know, going through it, writing out all the steps, reorganizing it, figuring out the best way to do it, and then coming into ClickUp and starting to build out what that looks like.
So what I’m going to go over today is our client onboarding process. And so again, like I just mentioned, we had it written out in a Google Doc first, and then I built it out in here. So in my previous video, I showed you the CRM. What we have here is when we move the client from ready for onboarding, we move the task into our current client list and there’s an automation that will automatically populate the client onboarding list. And we have our SOP embedded here, the Google Doc, so it’s easy access, just click on it, and it’ll open it up. And then we have our checklist down here. This is just as a reminder of the different pieces, it’s not every step by step or anything like that. The step by step is in the SOP.
So what we do is we’ll go through the steps of that, and those steps, tell us to over here, oops, here we go. So what we have here is our template client folder. And inside of that, we have a couple of different lists, we have the info client information that’s going to look like, depending on the type of project, it might be the branding, colors, the branding guide, any other information that is needed for the project, and then what we have underneath there is the client external facing list, this is where we’re going to communicate with the client, we’ll give them weekly updates.
The project plan is going to be here, project overview that’ll be pulled directly from the agreement that was signed, we have a little video, we’ll put a little video in here of a walkthrough of how to use this. And then you can look at it either way, we can look at it in a list view where we have the work in progress. So we’ll actually take the project plan and break it down into the pieces of the project. And then we can move them to in progress as we’re working on them. We give them a weekly update, which they’ll get there, right here and then ready to review for the client, we’ll put it there if there’s something that we need them to review.
And then we have revisions requested, the client can move what you know, whatever, if it’s an image or something, they can move it there and give us approval. Or if they need revisions, they can put it there.
And then we also in the video the walkthrough of ClickUp we tell them how to make videos inside of ClickUp. And so to make the revision process easier, we don’t have to get on a call every time they can make a video. You can also comment on any attachments that are in there. And that’s all part of the walkthrough video that we give them. And then once it’s approved by the client, it goes there and then we would just put it to work complete.
And then we have the client project, which would go here and this is more of our internal Communication for the project. If we’re working on more than one project for them, then we would have more than one project list and keep them separate. If we’re working on, let’s say, putting in, if we’re working on ClickUp, and I’m building something out for a client in that way, but we’re also doing YouTube production for a client then we would have two separate lists for that internal list.
And then if we have a coaching client or consulting client, they’ll have a list here, where we will do call notes, any questions that they have, you know, homework, any follow up that kind of thing. And then we provide them with the link to the Google folder where we would have the recall recordings, kind of the same thing over here.
Now, what I’ve done here is I put it up , I prefer to actually have it up here, because then we can just have the tasks that were taken action on in this list here, but we’ll put the links there. And then we also have a dashboard, which I went over dashboards in a previous video, so you can watch that.
But again, for the onboarding process, this is where we manage our current clients. So they go into onboarding and progress. And then we have project in progress, ongoing clients, next steps, and then waiting for a client if we’re waiting on something for the client, and then offboarding.
But again, the most important part of creating an onboarding process is to know what it is that you need to do to onboard the client. I highly recommend going through your process manually a few times before you add any automations. The only automation that we use here is that when we move them from the lead status into current clients for onboarding and progress, the client onboarding checklist does get populated into the tasks, so we have it available for us. And then we manage the onboarding. And there, we go ahead and duplicate that client folder that I showed you. And that is really how we do our onboarding process.
I think what’s so important about an onboarding process is, the better refined it is, the more organized it is, the better the client experience is and the easier it is on the client. You want to make that onboarding process easy for them to get through exactly what they need to do and what you need to do.
It also makes it easier if at some point, you want to delegate that process to someone else. Having that process documented and then organized into a living breathing process makes it easier to delegate that. So again, this is setting up an onboarding process. But the first step that I recommend taking is to have it written out in a Google doc or in a ClickUp doc or in a note somewhere and then create the process from there.
So I hope that was helpful. If you have questions, obviously, comment below. And if you are looking for one on one support, getting your onboarding process set up, feel free to book a call. There’s a link below and we can connect and see if I’m able to support you in that. Again, my name is Amalie, I’m with Systematic Excellence Consulting. Thank you so much for watching.
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