Step One | Prospect Inquiry

Objective

This SOP outlines the detailed process for client onboarding, starting with understanding the backend forms clients see, scheduling appointments, and tracking their activity.

1. Initial Setup of Forms

1. Access the Form List:

   • Navigate to the Forms section in your backend system.
   • Open the Form List to locate the Kickoff Form.

2. Preview the Form:

   • Test the form on an incognito browser screen.
   • Ensure the form is embedded on your website or available via a direct link.

3. Form Fields Overview:

   • Company Name (with an option to indicate no company affiliation).
   • First Name and Last Name.
   • Email Address.
   • Phone Number.
   • Service Type Selection:
     • Executive Coaching
     • Consulting

4. Service Type and Scheduling Integration:

   • Depending on the selected service type, the client will see an option to schedule an appointment.
   • The scheduling feature displays available times synced with your calendar.

2. Client Journey Through the Form

1. Complete the Form as a Trial Client:
   • Fill out all fields to ensure functionality.
   • Select a service type and schedule a mock appointment.
2. Submission Process:
   • Verify the success message that confirms the submission.
   • Check if the client receives an email confirming their appointment.

3. Backend Activity and Notifications

1. Track Client Activity:

   • Access the Activity Stream in the backend.
   • Verify the following activities:
     • CRM contact creation.
     • Discovery call scheduling.

2. Receive Email Notifications:

   • Confirm receipt of an email with the new user’s details:
     • First Name, Last Name
     • Email and Phone Number
     • Service Type Selected
     • Scheduled Date and Time

3. Client Email Confirmation:

   • Check that the client receives a customized email with discovery call details.
   • Ensure the email content matches your branding and tone.

4. Calendar and Appointment Notifications

1. Check Appointment Types:

   • Go to the Calendar section and select Appointment Types.
   • Verify the client is linked to the appropriate appointment type based on their selection (e.g., Coaching or Consulting).

2. Customize Email Notifications:

   • Click Options under the relevant appointment type.
   • Select Notifications and review the associated email templates.
   • Make necessary adjustments to ensure clarity and consistency.

5. Transition to Portal Onboarding

1. Next Steps Post Scheduling:

   • Guide the client to access the portal for further onboarding steps.
   • Provide them with login details and instructions via automated email (customized as needed).

2. Portal Overview:

   • Ensure the portal contains:
     • Client-specific information.
     • Tools to continue engagement (e.g., document upload, additional forms, resources).

6. Maintenance and Troubleshooting

1. Form Maintenance:

   • Regularly test the form and scheduling integration to ensure functionality.
   • Update fields or workflows as necessary to align with service changes.

2. Client Support:

   • Monitor client feedback to identify issues with the onboarding process.
   • Adjust email templates, appointment settings, or portal instructions based on recurring questions or challenges.

Expected Outcomes

• A seamless and professional client onboarding experience.
• Efficient backend tracking of all activities.
• Clear communication through automated and customized notifications.
• Smooth transition to the portal for further engagement.

Review and Update Schedule

• Monthly: Test forms and scheduling features.
• Quarterly: Review email templates and portal content for updates.
• Annually: Reassess the onboarding process for improvements.