Client Onboarding Process
Version: 2.0
Last Updated: 2025-10-25
Owner: Service Delivery
Status: Active Process
Overview
This document outlines Zixly’s client onboarding process for SME business automation services. Our structured approach ensures smooth project initiation, clear communication, and successful service delivery for connecting your business systems (Xero, HubSpot, Shopify, Asana) to automate repetitive tasks.
Pre-Project Phase
1. Initial Consultation (Free)
Duration: 30-60 minutes
Format: Video call or in-person (Brisbane)
Agenda:
- Business overview and goals
- Current process pain points
- Automation opportunities
- Technical requirements discussion
- Service recommendations
- Investment and timeline overview
Preparation for Client:
- List of current business systems
- Key process pain points
- Automation goals and priorities
- Technical contact information
- Budget and timeline expectations
Deliverables:
- Consultation summary
- Automation opportunity assessment
- Preliminary service recommendations
- Next steps and timeline
2. Technical Assessment
Duration: 2-4 hours
Format: Remote or on-site
Activities:
- System architecture review
- Integration capability assessment
- Security requirements analysis
- Infrastructure evaluation
- Data flow mapping
Client Preparation:
- System access credentials (temporary)
- Technical stakeholder availability
- System documentation
- Integration requirements
- Security and compliance needs
Deliverables:
- Technical assessment report
- Integration roadmap
- Infrastructure requirements
- Risk assessment and mitigation
3. Proposal & Agreement
Duration: 1-2 days
Format: Document review and discussion
Components:
- Detailed service scope
- Timeline and milestones
- Investment breakdown
- Terms and conditions
- Service level agreements
Client Review Process:
- Internal stakeholder review
- Legal and procurement approval
- Budget confirmation
- Timeline alignment
- Agreement execution
Project Kickoff Phase
4. Project Kickoff Meeting
Duration: 1-2 hours
Format: Video call or in-person
Participants:
- Client project sponsor
- Client technical stakeholders
- Zixly project manager
- Zixly technical lead
Agenda:
- Project overview and objectives
- Team introductions and roles
- Communication protocols
- Timeline and milestones
- Success criteria and metrics
- Risk management approach
Deliverables:
- Project charter
- Communication plan
- Risk register
- Success metrics definition
5. Project Setup
Duration: 1-2 days
Activities:
- Project management tool setup
- Communication channels establishment
- Documentation repository creation
- Access and permissions setup
- Initial project planning
Deliverables:
- Project workspace
- Communication protocols
- Documentation structure
- Access management
Discovery Phase
6. Business Process Discovery
Duration: 2-3 days
Activities:
- Current state process mapping
- Pain point identification
- Automation opportunity analysis
- Stakeholder interviews
- Process documentation
Client Involvement:
- Process owner interviews
- System demonstrations
- Data flow explanations
- Pain point discussions
- Success criteria definition
Deliverables:
- Current state process maps
- Pain point analysis
- Automation opportunity matrix
- Success criteria document
7. Technical Discovery
Duration: 2-3 days
Activities:
- System architecture analysis
- Integration point identification
- Data mapping and transformation
- Security requirement analysis
- Performance requirement definition
Client Involvement:
- System access provision
- Technical stakeholder interviews
- Integration requirement discussions
- Security and compliance review
- Performance expectation setting
Deliverables:
- Technical architecture document
- Integration specification
- Data mapping document
- Security requirements
- Performance specifications
Planning Phase
8. Solution Design
Duration: 3-5 days
Activities:
- Workflow architecture design
- Integration approach planning
- Data transformation logic design
- Error handling strategy
- User experience planning
Client Involvement:
- Solution review and approval
- User experience feedback
- Integration requirement validation
- Performance expectation confirmation
- Security requirement validation
Deliverables:
- Solution architecture
- Workflow designs
- Integration specifications
- User experience mockups
- Technical specifications
9. Project Planning
Duration: 1-2 days
Activities:
- Detailed task breakdown
- Resource allocation
- Timeline optimization
- Risk mitigation planning
- Quality assurance planning
Client Involvement:
- Timeline review and approval
- Resource availability confirmation
- Risk assessment participation
- Quality criteria definition
- Communication protocol agreement
Deliverables:
- Detailed project plan
- Resource allocation
- Risk mitigation plan
- Quality assurance plan
- Communication plan
Implementation Phase
10. Development & Testing
Duration: 2-4 weeks (varies by scope)
Activities:
- Business automation platform setup
- Workflow development (e.g., invoice automation, CRM syncing)
- System integration implementation (Xero, HubSpot, Shopify)
- Testing and validation
- Documentation creation
Client Involvement:
- Progress review meetings
- Testing participation (test workflows with real data)
- Feedback provision
- Issue identification
- Acceptance testing
Deliverables:
- Configured business automation platform
- Functional workflows (automating your business processes)
- Tested integrations (systems talking to each other)
- User documentation (plain English guides)
- Technical documentation
11. Training & Knowledge Transfer
Duration: 1-2 days
Activities:
- User training sessions
- Administrator training
- Documentation review
- Best practices guidance
- Support procedures
Client Involvement:
- Training participation
- Documentation review
- Process validation
- Support procedure understanding
- Knowledge transfer confirmation
Deliverables:
- Trained users
- Trained administrators
- Complete documentation
- Support procedures
- Knowledge transfer confirmation
Go-Live Phase
12. Production Deployment
Duration: 1-2 days
Activities:
- Production environment setup
- Data migration (if required)
- System configuration
- Security validation
- Performance testing
Client Involvement:
- Production access provision
- Data validation
- User acceptance testing
- Go-live approval
- Support handover
Deliverables:
- Live production system
- Validated data
- User acceptance sign-off
- Go-live confirmation
- Support handover
13. Post-Go-Live Support
Duration: 30-90 days (included)
Activities:
- Monitoring and support
- Issue resolution
- Performance optimization
- User support
- Continuous improvement
Client Involvement:
- Issue reporting
- Feedback provision
- Performance monitoring
- User support
- Improvement suggestions
Deliverables:
- Support ticket resolution
- Performance reports
- User satisfaction feedback
- Optimization recommendations
- Continuous improvement plan
Communication Protocols
Regular Meetings
- Daily Standups: During development phase
- Weekly Progress Reviews: Throughout project
- Monthly Business Reviews: Post go-live
- Quarterly Strategic Reviews: Ongoing relationship
Communication Channels
- Primary: Email and project management tool
- Urgent: Phone and SMS
- Documentation: Shared repository
- Support: Dedicated support portal
Reporting
- Weekly Progress Reports: During implementation
- Monthly Performance Reports: Post go-live
- Quarterly Business Reviews: Ongoing
- Annual Strategic Reviews: Long-term planning
Success Criteria
Technical Success
- All workflows functioning as designed
- Integrations working reliably
- Performance meeting specifications
- Security requirements satisfied
Business Success
- Process efficiency improvements achieved
- Time savings realized
- Error reduction accomplished
- User satisfaction achieved
Relationship Success
- Clear communication maintained
- Expectations met or exceeded
- Issues resolved promptly
- Long-term partnership established
Support and Maintenance
Included Support (30-90 days)
- Issue resolution
- Performance monitoring
- User support
- Optimization recommendations
Ongoing Support Options
- Monthly management retainers
- On-demand consulting
- Priority support packages
- Strategic consulting
Document Version: 2.0
Last Updated: 2025-10-25
Owner: Zixly Service Delivery
Review Cycle: Quarterly