Client Onboarding Pack Template

Client onboarding pack: welcome, contacts, timeline, information checklist, access and tools, cadence, success criteria, 30/60/90 days

BisnisStandarclient onboardingDiperbarui 20 Okt 2026

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Cara menggunakan: Use within a day of a client signing. Fill the information-we-need checklist with real due dates and agree success criteria in the kick-off call. The main pitfall is late client inputs silently delaying go-live.

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Client Onboarding Pack: [Client name]

Client onboarding pack sent at the start of an engagement: welcome, contacts, onboarding timeline, the information we need, access and tools, communication cadence, success criteria and the first 30, 60 and 90 days. Based on common client services practice. Replace every [bracketed] value and every row marked Example.

Field	Value
Client	[Client name]
Engagement	[Service or project name, contract reference]
Start date	YYYY-MM-DD
Account owner	[@name]
Onboarding lead	[@name]
Version	[1.0]
Last updated	YYYY-MM-DD

1. Welcome

Welcome to [your company], [client contact name]. We are glad to be working with [client] on [engagement]. Over the next [N] weeks we will [set up, migrate, launch] so that [outcome the client cares about].

This pack explains who you will work with, what happens when, what we need from you and how we will measure success. Please read sections 2 to 4 before our kick-off call on YYYY-MM-DD.

2. Contacts

Side	Role	Name	Email / phone	Responsible for
Us	Account owner	[@name]	[contact]	Relationship, commercial questions, escalation
Us	Onboarding lead	[@name]	[contact]	Plan, day-to-day coordination
Us	Specialist	[@name]	[contact]	[For example, data migration]
Us	Support	[Team]	[support channel]	How-to questions, incidents
Client	Sponsor	[Name]	[contact]	Decisions, sign-off
Client	Project contact	[Name]	[contact]	Day-to-day coordination, inputs
Client	IT contact	[Name]	[contact]	Access, security approvals

Escalation: if something is not going as expected, contact [account owner], then [head of client services] at [contact].

3. Onboarding timeline

The plan below covers the first six weeks; dates move if inputs in section 4 arrive late.

Milestone	Target date	Owner	Depends on
Kick-off call	YYYY-MM-DD	Onboarding lead	Contacts confirmed
Information collected	YYYY-MM-DD	Client project contact	Section 4 checklist
Configuration complete	YYYY-MM-DD	Specialist	Access granted
Training delivered	YYYY-MM-DD	Onboarding lead	Attendees named
Go-live	YYYY-MM-DD	Both	Sign-off by sponsor
First review	YYYY-MM-DD	Account owner	Two weeks of usage data

4. Information we need from you

Done	Item	Why we need it	Format	Owner	Due
[ ]	Example: Billing contact and PO number	To issue invoices correctly	Email	Client finance	YYYY-MM-DD
[ ]	Example: List of users with roles	To create accounts and permissions	Spreadsheet	Client project contact	YYYY-MM-DD
[ ]	Example: Brand assets (logo, colours)	To configure branded pages	SVG / PNG, hex codes	Client marketing	YYYY-MM-DD
[ ]	Example: Export of existing customer records	For data import	CSV, UTF-8	Client IT	YYYY-MM-DD
[ ]	Example: Security questionnaire answers	Required before integration	Client's form	Client IT	YYYY-MM-DD
[ ]	[Item]	[Reason]	[Format]	[Owner]	YYYY-MM-DD

5. Access and tools

Tool	Purpose	Who gets access	How access is granted
Example: Client portal	Documents, invoices, status	Client project contact, sponsor	Invitation email from onboarding lead
Example: Shared project board	Tasks and progress	Both teams	Invitation; single sign-on if available
Example: Support desk	Questions and incidents	All client users	Email or web form
Example: Client systems	Integration and data import	Our specialist only	Client IT creates a named account with least privilege

Credentials are exchanged only through [secure method, for example a password manager share], and access is removed at the end of the engagement.

6. Communication cadence

Touchpoint	Frequency	Attendees	Purpose
Kick-off call	Once	Both teams	Confirm goals, plan, roles
Onboarding check-in	Weekly during onboarding	Project contacts	Progress, blockers, next steps
Status update	Weekly, by email	Sponsor, project contact	Summary of progress and decisions needed
Business review	Quarterly	Sponsor, account owner	Results against success criteria, roadmap

Response times: [for example, emails answered within one working day; urgent incidents through the support desk within 2 hours].

7. Success criteria

ID	Success criterion	Baseline	Target	Measured by	Date
SC-1	Example: Active users each week	0	80% of licensed users	Usage report	Day 60
SC-2	Example: Time to produce monthly report	2 days	2 hours	Client estimate	Day 90
SC-3	Example: Support tickets per user in month 2	n/a	Fewer than 0.3	Support desk	Day 60
SC-[N]	[Criterion]	[Baseline]	[Target]	[Source]	[Date]

8. First 30, 60 and 90 days

Period	Our focus	Your focus	Checkpoint
Days 1-30	Set up, data import, training	Provide inputs, nominate champions, attend training	Go-live sign-off
Days 31-60	Adoption support, fix early issues	Use the service in daily work; report problems early	Adoption review against SC-1 and SC-3
Days 61-90	Optimise configuration, share best practice	Expand to remaining teams	90-day review against all success criteria

At the 90-day review we agree whether onboarding is complete, and hand over from the onboarding lead to the ongoing account team.

Standard and licence note

Based on common client services and customer success practice for onboarding. This template is original text written for this collection. Template licence: MIT.

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