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Customer Onboarding Playbook

This document defines the step-by-step process for onboarding a new customer to ConnectSoft (Factory + Platforms + Squads). It is written for sales, customer success, and project managers.

Customer onboarding is critical for customer success and satisfaction. This playbook ensures consistent, thorough onboarding that sets customers up for success with ConnectSoft products.

Tip

Capture everything in Azure DevOps/CRM. Document all decisions, configurations, and communications. This ensures continuity and helps with future customer interactions.

Onboarding Objectives

The onboarding process aims to:

  • Understand Customer Needs - Understand customer requirements and goals
  • Configure Solutions - Configure Factory, platforms, and squads to meet customer needs
  • Enable Success - Enable customer success through training and support
  • Establish Relationships - Establish strong relationships with customer stakeholders
  • Set Expectations - Set clear expectations for delivery and support

Phase 1 – Discovery and Qualification

Objectives

  • Understand customer needs and pain points
  • Qualify customer fit for ConnectSoft products
  • Identify key stakeholders and decision-makers

Checklist

  • Initial discovery call completed
  • Customer needs documented
  • Pain points identified
  • Key stakeholders identified
  • Decision-makers identified
  • Budget and timeline discussed
  • Customer fit qualified
  • Next steps agreed

Deliverables

  • Discovery notes
  • Customer needs document
  • Stakeholder map
  • Qualification assessment

See: Sales Factory Playbook, Sales Platforms Playbook, Sales Squads Playbook for discovery questions.

Phase 2 – Solution Design and Proposal

Objectives

  • Design solution to meet customer needs
  • Create proposal with scope, timeline, and pricing
  • Get customer approval to proceed

Checklist

  • Solution design completed
  • Scope defined (Factory, platforms, squads)
  • Timeline established
  • Pricing determined
  • Proposal created
  • Proposal presented to customer
  • Customer questions answered
  • Proposal approved

Deliverables

  • Solution design document
  • Proposal document
  • Scope and timeline
  • Pricing quote

See: Proposal Template - Factory Project, Proposal Template - SaaS Platform Stack for proposal templates.

Phase 3 – Contracting and Setup

Objectives

  • Finalize contract and legal agreements
  • Set up customer accounts and access
  • Configure initial systems and environments

Checklist

  • Contract negotiated and signed
  • Legal agreements completed
  • Customer account created
  • Azure DevOps access configured
  • Platform tenants provisioned (if applicable)
  • Factory access configured (if applicable)
  • Initial environments set up
  • Access credentials shared securely

Deliverables

  • Signed contract
  • Customer account
  • Access credentials
  • Environment configuration

See: Security & Compliance for security requirements.

Phase 4 – Kickoff and First Deliverables

Objectives

  • Conduct kickoff meeting
  • Align on goals and expectations
  • Deliver first value

Checklist

  • Kickoff meeting scheduled
  • Kickoff meeting conducted
  • Goals and expectations aligned
  • Project plan created
  • First deliverables identified
  • Communication cadence established
  • First Factory run executed (if Factory)
  • First platform integration completed (if platforms)
  • First squad deliverables received (if squads)

Deliverables

  • Kickoff meeting notes
  • Project plan
  • First deliverables
  • Communication plan

See: Factory Project Kickoff Checklist for kickoff details.

Phase 5 – Stabilization and Growth

Objectives

  • Stabilize customer usage
  • Ensure customer success
  • Identify growth opportunities

Checklist

  • Customer using products successfully
  • Issues resolved promptly
  • Customer satisfaction confirmed
  • Training completed
  • Documentation reviewed
  • Support processes established
  • Growth opportunities identified
  • Expansion plan discussed

Deliverables

  • Customer success metrics
  • Support plan
  • Growth opportunities document
  • Expansion plan (if applicable)