Client Onboarding

This process is still being refined at Sebo as it is very individually based by MC with some common elements across different MC’s In the following section notes of different MC processes are listed and this information will be updated as Sebo finds the need for greater standardization in the future. 

Link to Chris’s Onboarding Document here. 

Onboarding Steps

1. Get agreement in writing 
   • For the new Hoth Model – if we are doing 3rd party stuff make sure to delineate who the 3rd parties can be and define the budget Sebo is allowed to spend on 3rd parties. Give this written list to the client.  
2. Gather background information from step 1 of onboarding doc
3. Gather financial information (card for Ads and card for Sebo, Google Ads budget number if applicable). 
4. Get access information to all sites and data tracking (if they have GA set up already)
5. Put info gathered into egnyte drive folder (including email communication) and put all passwords in lastpass (not egnyte drive).  See Sebo training intern section for training on Lastpass. 
6. Properly set up all data tracking if needed (GA, GTM, SC, Data Studio, SC Reports)
7. Make sure client has access to all above data tracking accounts
8. Properly set up Google Ads billing information.  MORE STEPS HERE (who gets notified of financial issues?) (ex if account shuts off, etc – MC should have this). 
9. Set up client in QB and create invoice line item on bill doc (see Sebo Training). 

Additional Notes: 

• Make sure there is a client folder on the egnyte drive where all of this information is stored. 
• Have the initial onboarding document with the initial agreement in writing in the client folder and create a separate document for ongoing notes of changes and strategies. 
• Make sure that there is a screen shot of the email where the proposal is accepted in the initial onboarding doc. Any initial email communication should be added to the onboarding doc and saved in egnyte drive to avoid communication being lost in inbox.
•  In the close process, push sales reciepts if at all possible and ACH payments. Otherwise do invoices with ACH payment, then invoice by check or credit card. Make sure to have written permission to charge their card for a sales receipt and specify that Sebo will proactively charge your card on X day for X amount. 
  

1. Confirm and close client
2. Get access to Ads, Analytics and other tracking methods if applicable. If no tracking set up make sure that we set it up and give the client and Sebo admin permissions.
3. Call and get financial information – give option of invoice or sales receipt with preference toward sales receipt. Get card info if applicable. 
4. Add client to the billing doc once the office manager creates the new month billing doc that the client will be starting in. 
5. Enter the client into Quickbooks on the same day that you will send the first invoice/sales receipt. 

Additional Notes: 

• Try to start in the month they agree to services unless it is close to the end of the month, then start at the beginning of the following month. 
• No contracts, month to month basis, send invoices or sales receipts in the first week of the month as long as they paid in the prior month.  Communicate this clearly to the client. 

• Strategy info should be gathered as part of the find and sell process when closing the client. 

1. If the close happened over the phone, type and email summarizing the conversation and agreement. Confirm the package with # of months and the expectations clearly written as much as possible. A full detailed summary of the agreement is best. Keep this document in a secure place where you can reference it. 
2. Get financial information – give the client the option of invoice or sales receipt and get card info if applicable. 
3. Make sure tracking is in place and get all necessary access permissions (GA, GTM, Ads access and WP access and any other applicable) Set up if necessary. 
4. Add the customer to Quickbooks and billing doc. Send the invoice or sales receipt and if confident in their timeliness and monthly recurring potential set the transaction to recurring. 
5. Create a task for the data studio report creation and assign out this task to create data studio report in the beginning of the month. 
6. During the first month send emails frequently so that the client feels the launch was successful and they understand what is going on. 

Additional Notes: 

• On the Hoth Model, the billing is set up during the initial close conversation. Set up an invoice from Sebo and will also need card information so they get a sales receipt from the Hoth. 
• Google Ads billing information should be set up during the process of building the account or will already be set up if the client has Google Ads already. Confirm that all of it is correct and being actively managed. If we build the account make sure to get the card info to charge Google Ads and the necessary budget information.