# 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*.

<!--
Guidance: How to use this template
- Send the pack within one working day of signature, while enthusiasm is
  high. Walk through it in the kick-off call rather than relying on the
  client to read it.
- Fill section 4 (information we need) with real due dates. Missing
  client inputs are the commonest reason onboarding slips.
- Agree the success criteria (section 7) with the client in writing; they
  are what the 90-day review will measure.
- Keep personal data to business contact details, and share access
  credentials only through a secure channel, never in this document.
-->

| 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

<!-- Guidance: A short, warm and specific welcome. Restate what the client bought and the outcome you will deliver together. -->

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

<!-- Guidance: Both sides. Include a backup for each key role and the escalation contact. -->

| 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

<!-- Guidance: Five to eight milestones with dates. Show which steps depend on client inputs. -->

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

```mermaid
gantt
  title Onboarding plan
  dateFormat YYYY-MM-DD
  section Start
  Kick-off call              :k1, 2026-03-02, 1d
  Information collected      :k2, after k1, 7d
  section Set up
  Access and configuration   :s1, after k2, 10d
  Data import and checks     :s2, after k2, 10d
  section Launch
  Training sessions          :t1, after s1, 5d
  Go-live                    :milestone, g1, after t1, 0d
  First review               :r1, after g1, 7d
```

| 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

<!-- Guidance: A checklist with owners and dates. Say why each item is needed and the format you want it in. -->

| 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

<!-- Guidance: List each shared tool, what it is used for and how access is granted. Never paste passwords here. -->

| 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

<!-- Guidance: Agree the rhythm in the kick-off call: meetings, reports and response times. -->

| 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

<!-- Guidance: Three to five measurable outcomes agreed with the client, with baseline and target. -->

| 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

<!-- Guidance: What the client should expect, and what we expect of them, in each period. -->

| 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.