SOP example: Onboard a new client
One of ten examples from our library of 150+ pre-made SOPs. Copy it, change it to how your company works, and give it an owner.
Scope
This SOP covers how Operations gets a new client from signed agreement to first work scheduled. It starts when a client signs a project or monthly retainer agreement. It ends when the client has received an approved welcome message and the first work is on the schedule. Billing setup, contract terms and sales follow-up belong to other departments.
Roles
- Operations lead: Owns the onboarding. Approves every message that goes to the new client, unless the delegation rules name someone else. Decides on any unusual request.
- Project manager: Runs the kickoff call with the client, confirms scope and names the client's main contact.
- The Inbox agent: Sorts the client's emails, flags anything that needs a person, and drafts the welcome message and replies for approval.
- The Scheduling agent: Puts the first work and the kickoff call on the schedule and informs the people involved.
- The SOP writer agent: Keeps this SOP current and updates it when the steps change.
The steps
- The Operations lead receives the signed agreement and confirms it is complete.
- The Operations lead creates the client record: business name, main contact, scope, start date and the team assigned.
- The Operations lead names a project manager for the client.
- The project manager lists what the team needs from the client, such as access, documents and contacts.
- The Inbox agent drafts the welcome message with the kickoff time and the list of needs. The Operations lead approves the exact text before it is sent.
- Send the approved welcome message to the client.
- The Scheduling agent books the kickoff call and informs the assigned team.
- The project manager runs the kickoff call and confirms scope, timing and how the client wants to be contacted.
- The Scheduling agent schedules the first work and informs the team. The project manager notes any gaps in what the client owes.
- The Operations lead checks the record is complete and closes onboarding. Any rule that depends on location, such as data handling, follows your state, so check your state.
KPIs
- Time from signed agreement to welcome message sent: Record the signing date and the send date for each new client, and measure the gap. Target: set per business.
- Time from signed agreement to first work scheduled: Take the dates from the client record and the schedule. Target: set per business.
- Items missing at kickoff: Count the needs-list items the client has not supplied by the kickoff call. Target: set per business.
- Onboardings closed with a complete record: Count closed onboardings where every record field is filled, against all closed onboardings. Target: set per business.
The AI-first version
- The Inbox agent spots the signed agreement in the inbox, flags it, and starts the client record draft (assisted)
- The Operations lead checks the record and names the project manager (judgment)
- The Inbox agent drafts the welcome message and needs list. The Operations lead approves the exact text before it leaves the company (assisted)
- The Scheduling agent books the kickoff call with the client's available times and informs the team (machine)
- The client replies with access, documents and contacts (external)
- The Inbox agent sorts the client's replies, checks them against the needs list, and flags what is missing (machine)
- The project manager runs the kickoff call and confirms scope and timing (judgment)
- The Scheduling agent schedules the first work and informs the team (machine)
- The Operations lead reviews the record and closes onboarding (judgment)
How to use this SOP
Run it for a month as written, then fix what didn't match reality. In the AI-first version, machine steps go to an agent, assisted steps are drafted by an agent and checked by a person, and judgment steps stay with a person.