Client Onboarding and Process Flow

1. Introduction

This SOP provides a comprehensive guide for managing the client onboarding process, including form submissions, scheduling, proposal management, CRM updates, and client portal access.

2. Process Overview

Step 1: Client Kickoff Form Submission

• A potential client (prospect) begins by filling out the Kickoff Form.

• Required fields include First Name, Last Name, Contact Details, and Inquiry Details.

• Upon submission, the system sends a notification email to the business owner or designated team member.

Step 2: Reviewing Submissions and Scheduling Calls

• Navigate to Submissions within the CRM to access client data.

• Review the Activity Stream to verify details, including form completion and email confirmations.

• If needed, manually schedule a call via the integrated calendar tool.

Step 3: Managing CRM Contacts

• The system automatically creates a new contact upon submission.

• To view the contact, navigate to CRM > Contact List.

• Click on the contact’s name to view details, including:

  • Contact Information

  • Profile History

  • Appointments and Circles

  • Notes and Internal Comments

3. Decision-Making Process

Step 4: Completing the Decision Form

• After the initial consultation, access Admin > Decision Form.

• Choose whether to proceed with the client:

  • YES → Automatically sends a proposal.

  • NO → Adds the client to a marketing list for follow-up emails.

• Submit the form to finalize the decision.

Step 5: Proposal Management

• If proceeding, the system generates a proposal email for the client.

• The proposal includes service details, terms, pricing, and an agreement signature.

• Once the client signs the proposal, they are redirected to the invoice payment page.

• To modify a proposal, navigate to Office > Proposals and edit as needed.

4. Client Portal Access and Onboarding

Step 6: Sending Portal Invitations

• Upon proposal acceptance, the client is automatically invited to the portal.

• Navigate to CRM > Contact List to verify invitation status.

• Manually send an invite if necessary by selecting Send Portal Invitation.

Step 7: Client Dashboard and Resources

• The client logs in and completes the Onboarding Flow, including:

  • Watching an introduction video

  • Completing an Onboarding Questionnaire

  • Scheduling an Onboarding Call

• After completing these steps, the client gains full dashboard access.

Step 8: Program Enrollment and Circle Updates

• Based on the selected service, assign the client to the appropriate Circle (e.g., Bloom Into You, Roots to Rise).

• Remove them from any temporary inquiry circles.

• Convert them from a Prospect to a Client in the CRM.

5. Follow-Ups and Weekly Check-Ins

Step 9: Automating Weekly Check-Ins

• Navigate to Admin > Intake Evaluation to set up check-ins.

• Select the client’s name, plan type, and preferred schedule.

• Add personalized feedback and confirm email automation.

Step 10: Project and Task Tracking

• If specific tasks need to be assigned, go to Projects > Add New Project.

• Name the project, set due dates, and assign it to the client.

• Tasks can be tracked under the client’s profile in CRM > Activity Stream.

6. Proposal and Service Modifications

Step 11: Updating Proposals

• To modify proposals for future clients, edit templates in Office > Proposals.

• Changes do not affect existing clients unless manually updated in their specific proposal.

Step 12: Service Upgrades and Adjustments

• If a client wishes to upgrade services, manually update their Circle and CRM settings.

• Ensure the correct payment has been received before processing the upgrade.

• Send a new proposal if service modifications require additional agreements.

7. Communication and Support

• Monitor emails for confirmation notifications at each step.

• Use the Activity Stream to track client actions and system-generated emails.

• Encourage clients to reach out for support if they need adjustments.

8. Conclusion

This SOP ensures a seamless onboarding experience for new clients while maintaining an organized process for handling leads, proposals, and client management. Regularly review and update processes as needed to improve efficiency.