Client Onboarding Checklist: Best Practices for Digital Agencies

Acquiring new clients costs 5 to 25 times more than keeping the ones you already have, so why let a shaky onboarding process drive them away? Despite this, over 90% of customers believe companies could do a better job welcoming new clients.

For digital agencies, nailing the onboarding experience isn’t just a nice-to-have. Instead, it’s your secret weapon for building lasting, profitable relationships from day one. A well-structured onboarding process, including a client onboarding checklist template, sets the tone for your partnership by building and aligning expectations.

Investing time and effort into this first step, paves the way for smoother project execution and higher client satisfaction. Here’s how it’s done.

Breaking Down the Client Onboarding Checklist Template

A successful client onboarding process sets the foundation for a productive and long-lasting partnership.

With a well-defined checklist, every step of the onboarding process is handled with care. Most importantly, it leaves no room for miscommunication or oversight. As a white label agency, we’re ready to debunk myths and provide a step-by-step to transform your client relationships. Let’s build trust together.

Preliminary Requirements

Before diving into the onboarding process, establish expectations and responsibilities. Make sure both the client and the agency are aligned from the very start. This lays the groundwork for a seamless collaboration that avoids confusion or delays later in the project.

Secure the Agreement and NDA

Before any formal work can begin, secure the necessary legal agreements and payments. This solid foundation prevents any potential disputes down the road and will build trust with the client.

• Finalizing the Contract and Initial Payment: Once the client has expressed interest, move swiftly towards formalizing the partnership. Make sure both parties agree on the terms of the contract – including scope, timeline, and deliverables. Additionally, secure the initial payment to set the financial foundation and maintain momentum moving forward.

Assigning an Account Manager

After securing the legal agreements, assign a dedicated account manager. This individual will serve as the client’s primary point of contact and fosters a streamlined flow of information. No details will fall through the cracks.

• Designate a Primary Point of Contact: Establish a single point of contact for the client. Assign an account manager who will handle the relationship. This provides a direct line of communication for the client if they have any questions or concerns.
• Transfer Key Details from Sales to the Account Manager​: To maintain continuity, the account manager should be thoroughly briefed on all aspects of the client’s business, goals, and expectations as outlined during the sales process. This prevents any gaps or misunderstandings that could slow down the onboarding process.

Client Onboarding Checklist

1. Define Your Onboarding Process

The first step in client onboarding is to establish a standardized process that everyone in your agency can follow, starting with a comprehensive client onboarding template. This process should be thoroughly documented, detailing each phase of onboarding, from the initial contact to project kick-off.

Having a clear roadmap avoids confusion and creates consistency across different client engagements. Additionally, assign specific roles and responsibilities to your team members to guarantee that each part of the process is executed smoothly.

• Create a detailed onboarding checklist: Include every step from initial contact to project launch.
• Assign team roles: Clearly define who is responsible for each part of the onboarding process to avoid any overlap or confusion.
• Regularly review and update the process: As your agency grows, adjust the onboarding process to reflect new best practices or services offered.

2. Initial Client Contact – Onboarding Questionnaire

Before meeting with the client, use a questionnaire to gather important information about their needs and expectations, like their business goals, target audience, and project scope.
With this info, customize the onboarding meeting to address their specific needs.

• Collect key information upfront: Request essential details such as the client’s objectives, ideal timeline, and any specific requirements for the project.
• Customize the meeting agenda: Tailor the agenda to address the client’s challenges.
• Confirm meeting logistics: Double-check the date, time, and method (in-person, virtual).

3. Conduct the Kickoff Meeting

Client onboarding meetings are a great opportunity to start things off right. Begin by making sure everyone’s clear on timelines, deliverables, and communication preferences—this way, you and the client are on the same page from the start.

Introduce the team members who’ll be working on the project and explain what each of them will bring to the table. Review the project goals and key metrics to ensure alignment. Then, agree on the best ways to stay in touch and set up regular check-ins to keep things running smoothly.

• Set clear expectations: Discuss timelines, deliverables, and any potential roadblocks to ensure transparency from the start.
• Introduce the project team: Give the client a brief overview of each team member’s role and how they will contribute to the project’s success.
• Agree on communication protocols: Decide on preferred communication tools (email, PM tools, Slack, etc.) and frequency of updates.

4. Technical Setup: Gathering Logins and Access

After the kickoff meeting, it’s time to move into the technical aspects of the projects. One of the most important steps is making sure your team has the necessary access to the client’s tools, platforms, and systems. Without the right credentials, progress can be stalled and timelines disrupted. Make sure the client understands the urgency of this step so the project proceeds smoothly.

• Ensuring Necessary Access to Tools and Platforms: Collect all logins and ensure your team has the proper access to any platforms or software necessary for the project.
• Connecting Client Systems with Agency Tools​: Integrate the client’s systems with your internal tools. This allows for communication and data sharing between both teams.

5. Setting Up in Project Management Software

Now that access to all systems is secured, the next step is to set up the project within your project management software. A well-organized project plan keeps everyone on track and helps deadlines be met.

• Organizing Project Tasks and Milestones: Break down the project into actionable tasks and milestones. Map out a clear timeline for completion.
• Assigning Roles and Responsibilities within the Team​: Define who is responsible for each task. Confirm each team member knows their role in the project.

6. Define Communication Strategies

Effective communication is the backbone of any successful project. In this step, establish how your team and client will stay in touch throughout the project’s duration. Decide on preferred communication channels and cadence of check-ins.

• Preferred Methods of Communication: Agree on the primary communication tools to be used (e.g., email, Slack, project management software).
• Scheduling Regular Check-ins: Set a regular cadence for meetings and updates, such as weekly or monthly, and identify key milestones to track progress.

7. Set Up Reporting and Metrics

To keep the project on track, get a system in place for reporting KPIs. Set up a framework for regular reporting so that both your team and client can measure progress and make adjustments when necessary.

• Creating a Reporting Framework: Define how and when reports will be delivered to the client. Be sure to provide actionable insights.
• Defining Key Performance Indicators (KPIs): Work with the client to identify the most important KPIs that will be used to measure the project’s success.

• Regular Reporting to Track Progress and Make Adjustments​: Schedule reporting intervals to track progress and make any necessary adjustments to keep the project aligned with the client’s goals

8. Post-Meeting Follow-Up

After the onboarding meeting, follow up with the client to solidify the partnership. This involves finalizing and sharing all necessary documentation, including contracts, NDAs, and any other relevant legal documents. A consistent onboarding process is crucial to ensure uniform service quality and prevent any oversights.

Set up the project in your chosen project management tool, assigning tasks and establishing deadlines to keep the team organized and on track. Confirm alignment with a project kickoff meeting where you can handle the next steps and address any last-minute questions or concerns.

• Send a follow-up email: Recap the key points discussed during the onboarding meeting and outline the next steps.
• Share all relevant documents: Ensure that contracts, NDAs, and other agreements are signed and shared with all parties involved.
• Set up the project in your management tool: Assign tasks, set deadlines, and if needed, schedule a meeting to make sure everyone is on the same page.

9. Ongoing Client Engagement

Client engagement doesn’t end with the onboarding process.
Keep the client informed with regular updates on the project’s progress, which helps to build trust and maintain transparency. Enhancing customer retention is crucial, as it ensures long-term satisfaction and loyalty.

Establish a feedback loop. Encourage the client to share their thoughts and any concerns so they can be addressed promptly. Be prepared to adjust strategies based on the client’s feedback and the evolving needs of the project, ensuring that the final deliverables exceed expectations.

• Provide regular progress reports: Keep the client updated on key milestones, successes, and any challenges encountered.
• Encourage ongoing feedback: Regularly ask for the client’s input to ensure the project stays aligned with their expectations.
• Be flexible: Adjust your strategies as needed to accommodate new insights or changes in the project scope.

10. Recap and Resources

To wrap up the onboarding process, recap the key steps in the checklist. This serves as a final touchpoint. The world is a bit uncertain, so digital agencies must constantly analyze their financial decisions.

Consider offering a downloadable version of the checklist as a resource for the client to reference throughout the project. This reinforces your agency’s professionalism and provides the client with a valuable tool to monitor progress and stay engaged.

• Recap the key steps: Provide a brief summary of the onboarding process to ensure everything is clear.
• Offer additional resources: Provide links to helpful tools or articles that can assist the client during the project.
• Create a customer onboarding template: Offer the checklist as a PDF or printable document for easy reference throughout the project. This template ensures a systematic and effective onboarding process, aligning expectations and facilitating smoother communication.

5 Tips to Improve Client On-Boarding Experience

Client onboarding is more than just a checklist of tasks. It’s your agency’s first impression! The right onboarding process can foster deeper client relationships, increase engagement, and improve retention.

Here are five proven tips to elevate your onboarding experience and leave a positive impact from day one.

Tip #1: Send a Welcome Email with a Personalized Video

Kick off the client relationship with a warm, personalized welcome email. Include a short video introducing your team and outlining what the client can expect during the onboarding process. A personalized video adds a human touch and sets the tone for a collaborative and engaging partnership right from the start.

Tip #2: Provide an Onboarding Guide

Help clients feel confident and informed by offering them an onboarding guide. This document can outline each step of the process, key milestones, and what they need to know to make the collaboration run smoothly. Providing clear instructions and timelines reduces uncertainty and empowers clients to participate actively in their own onboarding experience.

Tip #3: Create a Visual Timeline of the Onboarding Process

Visual tools make complex processes easier to understand. A visual timeline provides a clear overview of what the client can expect at each phase of the project. Not only does it simplify the process, but it also helps clients track progress.

Tip #4: Collect Feedback Through Client Onboarding Survey

Client feedback is so important. After the initial stages of onboarding, send a short survey to gather insights on how the process went from the client’s perspective. The feedback helps you refine your onboarding experience – and also shows the client that you care about improving.

Tip #5: Make it Fun – Onboarding Gamification

Inject a bit of fun! Whether it’s earning badges for completing certain milestones or celebrating key achievements, gamifying the process creates a more engaging and enjoyable experience for your clients. Not only does this improve client satisfaction, but it also fosters a sense of accomplishment early on.

Avoid Common Onboarding Pitfalls

Even with a well-structured onboarding process, certain obstacles can undermine the success of a new client relationship. Be aware of these and take proactive steps to avoid them.
Clear communication, realistic promises, and thorough documentation will help build a solid foundation for a long-lasting client relationship. A smart client onboarding process is crucial for establishing trust and good communication, ensuring clients are well-informed about project management and expectations.

Communication Issues

Clear communication is the cornerstone of any successful client relationship, but it’s also one of the most common areas where things can go wrong. Misunderstandings, unclear instructions, or a lack of transparency can lead to delays (and frustration).

• Establish clear communication channels: Decide on the primary tools (email, Slack, project management software) and confirm everyone knows where and how to communicate.
• Regularly check for understanding: Periodically confirm that the client understands the project details and that your team is aligned with the client’s expectations.
• Document key conversations: Follow up important discussions with a summary email or notes to ensure everyone is on the same page.

Overpromising

In the excitement of landing a new client, it’s tempting to overpromise in terms of timelines, deliverables, or results. However, this can lead to disappointment if expectations aren’t met, potentially damaging the relationship.

• Set realistic expectations from the start: Be honest about what your team can deliver within the agreed timeframe and budget.
• Underpromise and overdeliver: Aim to exceed client expectations by delivering more value than initially promised without setting unrealistic standards.
• Continuously manage expectations: Keep the client informed of any changes or challenges that may impact the project scope or timeline.

Documentation

Proper documentation helps avoid miscommunications and legal issues. Without thorough records, important details can be forgotten or misinterpreted, leading to project delays or disputes.

• Document every phase of the project: Keep detailed records of agreements, meetings, and decisions made throughout the onboarding process.
• Ensure contracts are comprehensive: Make sure all agreements are clearly outlined, including the scope of work, payment terms, and confidentiality clauses.
• Share documentation with the client: Provide the client with copies of all relevant documents and ensure they have access to ongoing project records.

Build Towards the Future and Create a Culture of Success

A well-executed new client onboarding process is the first step in building trust, setting expectations, and long-term success for everyone involved. By investing in a strong onboarding framework, you’re not just starting a project; you’re laying the foundation for a fruitful partnership.

Ready to elevate your client relationships?

Let us help you refine your client onboarding process and deliver exceptional results for your clients. Contact us today!