A Client Onboarding Checklist for Agencies

Why standardise onboarding

When each client is onboarded differently, details are missed and knowledge lives in individuals' heads. A standard process shortens time to launch, improves consistency and makes it possible to hand accounts between team members. It should still leave room for each client's differences.

Phase 1: Discovery

• Confirm the client's goals in specific terms, such as "reduce time to first response" or "increase booked consultations", and how success will be measured.
• Map their current process for leads, sales, delivery and follow-up.
• List existing tools, domains, accounts and integrations.
• Identify decision-makers, day-to-day contacts and approval routes.
• Agree scope, deliverables, timeline and communication rhythm in writing.

Phase 2: Access and permissions

• Request access using proper delegation, such as invitations or partner access, rather than shared passwords.
• Record who has access to what, and set an expiry or review date.
• Confirm the client owns their domains, ad accounts, review profiles and data, and document this.
• Complete any data processing agreements needed.

Phase 3: Account setup

• Create a separate account or workspace for the client so that data stays apart.
• Start from a tested template or saved configuration rather than building from scratch, then adapt it.
• Configure the pipeline, custom fields, tags and user roles.
• Connect the domain, sender authentication and messaging registrations required for email and text.
• Build or adapt capture forms, booking pages and follow-up workflows.
• Connect the payment method and test a transaction if payments are in scope.

Phase 4: Testing

• Submit test leads from each source and follow them through every step.
• Check that notifications reach the right people.
• Confirm consent capture and opt-out handling.
• Test on mobile and in more than one browser.
• Review with the client using real scenarios before launch.

Phase 5: Training and handover

• Provide short recordings or written guides for the tasks the client will handle.
• Explain how to read the reports and what to do with them.
• Agree a support route and response expectations.
• Give the client a clear list of what was built and where it lives.

Phase 6: Review

• Schedule a review at 30 days to check results against the goals.
• Collect feedback on the onboarding process itself and update the template.

Quick checklist

• Goals and success measures agreed.
• Access delegated securely and recorded.
• Client owns key accounts and data.
• Account created from a tested template.
• Domain, email and messaging set up.
• Workflows tested end to end.
• Reporting configured.
• Training delivered and handover documented.
• 30-day review booked.

Keep going

Details of multi-client structures, branding and reusable configurations are in our guide to agency, white-label and SaaS models. To assess platforms for this use, apply the software evaluation scorecard.

Keep learning

• Agency, White-Label & SaaSLearn how sub-accounts, white-label software, templates and reporting help agencies manage many clients.
• Integrations, API & ReportingLearn how APIs, webhooks and integrations connect tools, and how reporting turns connected data into decisions.
• CRM & Lead ManagementUnderstand how businesses organize contacts, leads, opportunities and sales pipelines in one connected system.