Customer Onboarding Workflow

Why should we automate customer onboarding instead of managing it manually with spreadsheets and emails?

Manual onboarding tracked in spreadsheets and email threads makes it easy to lose track of where a customer is in the process, especially when handling multiple onboardings at once. This workflow creates a record with a reference number and status for each customer, so kickoff, setup, training and sign-off progress is always visible in one place. It also removes the need to manually draft welcome and go-live emails, since these are sent automatically at the right point in the process.

What is the ROI of using this onboarding workflow?

The workflow reduces the coordination effort involved in tracking multiple onboarding stages, chasing blocker resolutions, and following up on sign-off, freeing staff time for higher-value customer work. Because the record keeps a timeline of what happened at each stage, teams can also identify where onboardings tend to stall, such as recurring setup blockers, and address those patterns over time. The exact return depends on onboarding volume and current manual overhead, which each business should assess for its own operation.

How does the setup blocker resolution loop work?

After the implementation team completes account setup and configuration, the workflow routes based on the recorded Setup Outcome. If the outcome is Blocked, the status changes to Setup Blocked and the onboarding owner is assigned a task to resolve the blocker and record the resolution; once resolved, the workflow returns to the account setup step to try again. If the outcome is Complete, the workflow proceeds directly to the training stage.

What happens if the customer doesn't accept the setup during sign-off?

Once training is delivered, the main contact is emailed a form asking whether the setup meets their needs, and the workflow waits for their reply. If the recorded Sign-off Decision is 'Not yet', the workflow returns to the account setup step so the implementation team can make further adjustments before requesting sign-off again. If the decision is 'Accept', the workflow proceeds to set the status to Live and begin go-live handover.

Who is responsible for each task in this workflow?

The onboarding owner holds the kickoff meeting, resolves setup blockers, and delivers training, recording the relevant details at each step. The implementation team completes account setup and configuration, and the customer success team is assigned the account handover task after go-live. Customers themselves take part only through the welcome and go-live emails and the sign-off confirmation form, with no account needed.

Can we customise this workflow for our own onboarding process?

Yes. Changes can be made by describing the desired change in plain English or by editing the steps directly in the workflow editor, and earlier versions of the workflow are kept. For example, a business could adjust the intake form fields, add additional training sessions, or change the wording of the sign-off form to suit its own onboarding requirements.

How is the account handover task different from the other tasks in the workflow?

Most tasks in this workflow, such as the kickoff meeting and training delivery, are ones the workflow waits for, meaning what's entered is saved directly to the customer's record. The account handover task is created for the customer success team but the workflow does not wait for it, so the Handover Notes entered on that task stay with the task itself and appear in the record's task list rather than on the record.

How quickly can we start using this onboarding template?

The template is ready to use as soon as a workspace publishes it, with no installation or development project required. Once published, the workflow runs the live onboarding process immediately, starting from the first customer request submitted through the public request form.

What visibility do we have into onboarding status across multiple customers?

Each customer onboarding is a record with its own reference number, status, and timeline of what happened at each stage. Table views and dashboards show these records grouped by status, such as Kickoff, In Setup, Training, or Live, making it straightforward to see how many customers are at each stage of onboarding at any time.