So you’ve landed a new client. Congratulations!
Going from lead to client is a huge step. The first few weeks are crucial to building trust and rapport to set the right tone for a long-lasting, successful working relationship.
From the overwhelming paperwork and endless email exchanges, maintaining that initial positive impression can be challenging when countless factors can affect a new client-agency relationship.
The average onboarding process for a new corporate client can take up to 100 days. On the other hand, integrating automated client onboarding software can save you at least 15 hours of work each month.
This article spills the beans on 6 ways to automate your client onboarding process. Learn about the importance of a seamless onboarding experience and tips to keep client satisfaction levels high. Keep reading! 😄👇
First things first... What is client onboarding?
Client onboarding is the process of integrating new clients into an agency’s operations. After you have sealed the deal with a lead, they’re now your new client, and the start of this new working relationship is sometimes also known as customer onboarding.
This process helps set the stage for a successful collaboration: it usually includes a welcome email and introduction to team members, clarifying expectations, signing contracts, and helping them feel confident about the path forward and working together.
Types of client onboarding
There are several approaches to onboarding, so choose one that works for your agency structure and services.
- Virtual
- Self-service
- In-person
- Hybrid
Phases of the client onboarding process
The client onboarding process can be divided into 5 main phases. You may use a different sequence or combine some steps:
1. Customer welcome
It’s a small but crucial step to avoid any emotional disconnect from all the push-and-pull of the sales process. Welcoming new clients can be as simple as email introductions or a video call. You want them to know what to expect and demonstrate that you are invested in their success.
Sometimes, it involves an in-person meeting or a visit to the office/premises, where your team can collect client information simultaneously. It can also be more elaborate (depending on your industry), with agencies sending out branded kits and tokens of appreciation.
2. Collecting client information
After a warm welcome, agencies must collect a range of official information for administrative purposes, such as drafting a contract or service level agreement (SLA) and sending invoices. Typically, this is streamlined through email communication, where clients complete a questionnaire or form at their convenience.
Important client information includes contact details of stakeholders, main point of contact, business goals or KPIs, and any relevant internal customer, marketing, sales, or product data. You may also clarify and answer questions about the client's needs and goals.
3. Legal formalities
Contracts, service agreements, and non-disclosure agreements (NDAs) can appear a little formal, but they are necessary to protect both the agency and the client’s interests. These documents should be drafted by a qualified professional to establish the terms of engagement, ensure confidentiality, and mitigate potential risks. After the documents are signed, you’re both good to go! 🙌
4. Project planning
Now that the project is official, it's time to get everyone up to speed. Create a detailed roadmap outlining the project's journey and deadlines. Make sure everyone knows their part and what's expected of them. Proper planning can help manage scope creep if it crops up later in the project.
5. Setting up workflows and access
Before you can officially start work, workflows, accounts, and communication channels have to be set up. Common tasks include:
- Adding client data to a CRM.
- Requesting and granting access to features or accounts.
- Setting up new software or admin accounts.
If you have to train or give your clients login access to your portal/software, this is the time to do so (or schedule those training sessions!).
5. Kickoff meeting
A kickoff call or meeting marks the project's official start date. It’s an opportunity to align everyone on the same page with goals, project scope, timelines, responsibilities and roles, and deliverables.
Find out more: How to Structure a Kickoff Meeting
Why client onboarding matters
Many agencies invest significant time and resources into acquiring new clients. However, for some, the bulk of the work is done and now handed off to operations or account and project managers.
Is this you? Don't let a sloppy onboarding process sabotage your lead generation efforts! 😟
After winning a new client, your onboarding process becomes the critical factor in determining the success of the engagement. Your clients trust your agency will fulfill the promises and deliver on the proposal. Now is the time to:
- Demonstrate your dedication to customer success.
- Make them feel valued and appreciated.
- Set, manage, and exceed their expectations.
- Eliminate any uncertainty, confusion, or doubt.
- Clearly communicate workflows and accountability.
Benefits of good client onboarding:
- Clarity can prevent miscommunication and stress down the line.
- Satisfied clients are more likely to provide testimonials when requested, which increases your chances of gaining new business through word-of-mouth referrals (which are even more effective than paid ads).
- Increase account lifetime value and client retention (all good things for your bottom line).
- Well-communicated expectations and service level agreements (SLAs) help maintain and enhance your agency's reputation.
Reasons to automate client onboarding
Client onboarding may look straightforward in theory, but reality often paints a different picture. Manual processes and unpredictable client responses can turn a simple task into an administrative nightmare.
Days stretch into weeks filled with endless emails, countless calls, and frustrating delays. 😰
These delays aren't just inconvenient; they hit your agency's bottom line. Project kickoffs stall, timelines get derailed, and invoicing cycles are pushed back, impacting your cash flow.
The solution? Savvy agencies are turning to automation to streamline their onboarding process (we'll spill the beans below) 👏
Automating client onboarding can improve the client experience in the following ways:
Reduce cost
Statistics have shown that 74% of enterprise businesses have a dedicated customer onboarding team. Automated workflows require fewer people, thus allowing you to spend more on where it matters.
In fact, ChiroCandy (a chiropractor marketing agency) saved over 7 hours in onboarding calls alone! 🤯
Improved efficiency
Automating client onboarding empowers your creative team to focus on what they do best—creating exceptional work. Time saved on chasing email replies can now be used for nurturing relationships and creative work.
Reduce churn
A smooth, standardized onboarding process will significantly reduce client churn and encourage clients to maintain their commitment to your services. It always costs more to acquire new clients than to maintain existing relationships.
💡 Fun fact: 82% of enterprise organizations rate their onboarding strategy as a key driver of value.
Close more deals
No more bottlenecks that prevent you from onboarding more clients! With the help of onboarding automation software and collaborative features, your team is well-equipped to focus on building relationships even while juggling multiple projects and onboarding flows.
Minimize errors
Let's face it—we all make mistakes. Ditch the double-checking and constant manual follow-ups that only add to more delays. Automation tools guarantee data accuracy and prompt notifications across the board, freeing your team up for more important tasks.
6 ways to automate the client onboarding process
Many parts of the onboarding process involve manual tasks that can be fully automated. Let’s take a look at 6 time-consuming tasks that automation can take off your hands:
1. Data collection
Gathering information from new customers is a necessary yet laborious process. Rather than collecting this data through emails, calls, and messy spreadsheets, create a client intake form for them to fill out.
Create custom forms with Content Snare, Google Forms, and Jotform for efficient data collection.
Common questions to include in a client intake form:
- Basic contact information
- Target audience
- Client’s goals
- Budget
- Concerns
BONUS: Download our free client intake form template to use as part of your automated boarding process!
2. Scheduling meetings
Say goodbye to scheduling nightmares! Meetings are unavoidable in client onboarding, so why not empower your clients to decide directly on your calendar?
Automated scheduling tools like Calendly, Zoho Bookings, and Hubspot Meeting Scheduler are a win-win for both parties.
- Calendar sync: Most scheduling tools share free time slots based on your calendar, reducing scheduling errors and double bookings.
- Automated reminders: The software will gently remind forgetful clients of approaching meetings and appointments, reducing no-shows.
- Zoom/Teams integration: Booking systems with a Zoom or Teams integration will automatically create meetings for you.
- Better client accommodation: Working with international clients across time zones? Scheduling tools sort those time differences out for you. Clients can reschedule meetings on their end without having to wait to speak to a team member for confirmation.
BONUS: Take automation to the next level by using a meeting transcription tool like Otter.ai to transcribe your meetings and help with note-taking.
3. Document management
The client onboarding process can easily be characterized by countless hours of generating and managing proposals, contracts, quotes… you name it! 😬
It's not just about document creation and organization; it's about secure handling, version control, and ensuring proper signatures throughout the process.
Solutions include DocuSign and PandaDoc.
- Ready-to-use templates
- Easy setting of permissions and sharing documents via links
- Built-in payment collection so that clients can pay directly to accept a proposal
- E-signatures and automatic reminders. You’ll even be notified when all signatures have been collected.
Read more: 15 Best Tools for Onboarding Agency Clients
4. Project management
Regarding efficiency, project management software is a must to centralize communication, documentation, and task information in one place.
You can’t go wrong with Notion, Asana, or ClickUp.
- Automating task assignments: Tasks can be triggered based on milestones, roles, and priorities.
- Fostering communication: Keep all project-related communications, updates, and progress easily accessible.
- Prioritizing tasks: With automated deadlines, task priority, and reminders, there is visibility on urgent tasks and responsibilities.
Read more: The Best 16 Tools to Simplify Your Agency Operations in 2024
5. Task automation
As you automate other parts of your workflow, you may have noticed an increase in the number of tools your team relies on. One way to connect these separate apps is through task automation tools.
Use Zapier or IFTTT (If this, then that) to connect different apps and automate repetitive tasks, such as creating new client profiles in your CRM when a new project is initiated in your project management tool.
6. Access requests
Most agencies accept the ongoing struggle of trying to gain access to your client's accounts as part of daily life. Remember that request access you sent out last week for the Google Drive folder? How about the new client that hasn’t added you to their Google Analytics account as a collaborator?
It doesn’t have to be so painful.
Leadsie can get you access to your client’s assets, including marketing and social media accounts, with just a few clicks. Simply send your unique link to your client and wait for them to open it and grant you permission to their accounts.
BONUS: Leadsie also lets you customize your access requests by adding your logo and brand colors, so you don’t need to worry about losing your personal touch with client onboarding automation!
Here’s how it works:
Just like most marketing agencies, Megaphone (Australia’s #1 Digital Agency) used a massive PDF to gather necessary information from clients.
As expected, this came with countless back-and-forth calls!
After using Leadsie, they saw a 25% reduction in the time it takes to onboard new clients.🤯
Client onboarding checklist
An onboarding checklist helps your team stay organized and on the ball, even if everyone's got a lot on their plate. Use this checklist (or create your own) to ensure every new client feels welcome and informed!
Also check out: Client onboarding checklist from Zapier
Say bye to the headache of onboarding
With automation tools to save the day (and time), client onboarding is no longer just an administrative task. It's a strategic opportunity to solidify client relationships, set the stage for project success, and drive long-term growth for your agency.
From streamlined communications to faster access to assets, embracing automation is the best way to cut out repetitive tasks and focus on more valuable aspects of effective onboarding, such as fostering relationships.
Here at Leadsie, we focus on helping you make a great first impression during the onboarding experience and maintain a high client retention rate with just a few clicks.
Don’t believe us? Try out Leadsie with a 14-day FREE trial and see for yourself!
Just enter your email below! 👇
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