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FWD: RE: Client onboarding process - need this documented ASAP
---------- Forwarded message ---------
From: Jennifer Martinez <j.martinez@techflow.com>
Date: Mon, Oct 14, 2024 at 2:47 PM
Subject: RE: Client onboarding process - need this documented ASAP
To: David Chen <d.chen@techflow.com>
David - audit team is asking for our client onboarding SOP and we don't have anything formal. Can you help me pull together the actual process from this thread? Thanks!
> On Oct 14, 2024, at 11:23 AM, David Chen wrote:
> Sarah, just to clarify - do we still require legal review for contracts under 50K? Last month Tom said we could skip that step but I want to make sure.
>> On Oct 14, 2024, at 9:15 AM, Sarah Kim wrote:
>> For the Peterson Industries deal, here's what worked: Account exec sends signed contract to ops team, we create the Salesforce record, then ping implementation team. But we had issues because nobody told the client about the kickoff call timing.
>>> On Oct 12, 2024, at 3:22 PM, Tom Rodriguez wrote:
>>> New process: All contracts over 50K need legal review first. Under 50K can go straight to implementation team. Also, we're now requiring client to confirm their technical contact before we schedule anything.
>>>> On Oct 10, 2024, at 4:18 PM, Mike Foster wrote:
>>>> Had another client onboarding disaster. We scheduled implementation before getting their IT contact info and wasted 3 hours on the kickoff call. Can we please fix this process?
From: Jennifer Martinez <j.martinez@techflow.com>
Date: Mon, Oct 14, 2024 at 2:47 PM
Subject: RE: Client onboarding process - need this documented ASAP
To: David Chen <d.chen@techflow.com>
David - audit team is asking for our client onboarding SOP and we don't have anything formal. Can you help me pull together the actual process from this thread? Thanks!
> On Oct 14, 2024, at 11:23 AM, David Chen wrote:
> Sarah, just to clarify - do we still require legal review for contracts under 50K? Last month Tom said we could skip that step but I want to make sure.
>> On Oct 14, 2024, at 9:15 AM, Sarah Kim wrote:
>> For the Peterson Industries deal, here's what worked: Account exec sends signed contract to ops team, we create the Salesforce record, then ping implementation team. But we had issues because nobody told the client about the kickoff call timing.
>>> On Oct 12, 2024, at 3:22 PM, Tom Rodriguez wrote:
>>> New process: All contracts over 50K need legal review first. Under 50K can go straight to implementation team. Also, we're now requiring client to confirm their technical contact before we schedule anything.
>>>> On Oct 10, 2024, at 4:18 PM, Mike Foster wrote:
>>>> Had another client onboarding disaster. We scheduled implementation before getting their IT contact info and wasted 3 hours on the kickoff call. Can we please fix this process?
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