Selling a platform under your own brand changes what onboarding has to deliver. The client is not buying a login, they are buying your processes, your configuration and your support, presented as your product. That means onboarding has to end with their real work running on the platform, not with a welcome email and a training video. This free white-label client onboarding checklist gives resellers, MSPs and agencies a repeatable way to take each customer from signed order to adoption. It covers the kick-off and success criteria, a readiness check on the account, configuring the client’s processes as templates, the client’s formal sign-off, admin and end-user training under your brand, go-live and a 30, 60 and 90-day adoption review. A conditional phase handles clients who are moving processes out of documents, spreadsheets or another tool, so it appears only when there is something to migrate.
MSPs that resell a white-label platform already have a client onboarding process, and it is the wrong one for this job. The MSP Client Onboarding Checklist covers taking operational responsibility for a client’s IT: credentials, discovery, agents, backups and a service desk cutover. Onboarding a customer onto your branded platform is closer to a software implementation. Nothing is being taken over. Success depends on whether the client’s people change how they work.
That shifts the effort from technical tasks to configuration and adoption. The account itself should already be built and tested before the kick-off, using the White-Label Reseller Account Setup Checklist. What remains is understanding the client’s processes, configuring them well, getting a named person to approve them, training people in your brand’s name and then checking, at 30, 60 and 90 days, that the platform is actually being used.
Owner: the onboarding engineer.
Work: access, discovery, agents, backups, documentation, cutover.
Done when: every in-scope device is managed and documented.
Owner: the onboarding lead or customer success manager.
Work: success criteria, configuration, sign-off, training, adoption.
Done when: the client’s agreed processes run on the platform.
Seven phases take a customer from signed order to a 90-day adoption review. Phase 3 appears only when the client is migrating processes from documents or another tool.
Answer the migration question at kick-off. It decides whether Phase 3 runs.
Don’t configure anything until the account setup checklist has been approved.
Shown only when the client’s processes currently live in documents, spreadsheets or another tool.
Most small and mid-sized clients can be live within four to six weeks of the kick-off, with the remaining time spent on adoption. Agree the plan at the kick-off and share it with the client’s project owner, so the sign-off and training dates are in their diary as well as yours.
| When | What happens | Done when | Checklist phase |
|---|---|---|---|
| Week 1 | Kick-off, success criteria, account readiness check | Plan agreed and administrators can sign in | Phases 1–2 |
| Weeks 2–3 | Migration inventory, workshops and template configuration | Priority processes configured and tested with real cases | Phases 3–4 |
| Week 4 | Client demo, change requests and sign-off | Templates approved by the client’s project owner | Phase 5 |
| Weeks 5–6 | Training, branded help and go-live | First real checklists running, two weeks of priority support | Phase 6 |
| Days 30, 60, 90 | Adoption reviews and handover | Success criteria reviewed with the sponsor | Phase 7 |
Success criteria are the most skipped task in the kick-off and the most useful one at the 90-day review. Without them, the sponsor judges the platform on impressions, and impressions are shaped by the last thing that went wrong. With them, the review is a short conversation about two or three numbers everyone agreed at the start.
Good criteria name a process, a measure and a date. “All new-starter requests raised on the platform by day 60” is a criterion. “Better visibility of onboarding” is a hope. Keep the list short, tie each one to a process you are configuring in Phase 4, and write down who at the client will confirm whether it was met. If the client can’t agree any measurable outcome, treat that as a warning sign about adoption and raise it with the sponsor before go-live, not after.
A configured platform is not an adopted one. These are the signals worth pulling before each review, because they show whether the client’s people are using the platform or working around it:
If a signal is poor at 30 days, act on it then. By the 90-day review it is a conversation with the sponsor about whether the platform was worth buying.
Launch the checklist for each new customer with the plan, project owner and go-live date filled in. Conditional logic adds the migration phase only for clients with processes to move, and relative due dates set the 30, 60 and 90-day reviews from the go-live date.
Share the onboarding checklist with the client’s project owner through a link that opens without an account, showing your logo, your company name and your own subdomain. They can follow progress and complete their own steps without being given a seat in your workspace.
The client sign-off is an approval. Training and go-live stay locked until the onboarding lead records the project owner’s written sign-off, and the record shows who approved what and when. When a change request arrives after go-live, you can show what was agreed.
Running client delivery under your own brand is what CheckFlow’s white-label features are for. The white-label checklist software guide covers the reseller economics, and why retention matters more than margin.
This checklist assumes the account is already built. The White-Label Reseller Account Setup Checklist covers the hostname, certificate, email and branding, and the general client onboarding checklist guide covers the relationship side of any onboarding.
It is the process of taking a customer from a signed order to real use of a platform you sell under your own brand. It covers agreeing success criteria, configuring the customer’s processes, getting their sign-off, training their administrators and users with your branded help, going live and reviewing adoption. The customer should experience it as your product and your service from start to finish.
MSP client onboarding is the technical takeover of a client’s IT: credentials, discovery, agent deployment, documentation and service desk cutover. White-label client onboarding is closer to a software implementation. Nothing is taken over. The work is configuration, training and adoption, and success is measured by whether the client’s people use the platform. An MSP that also resells a branded platform will usually run both checklists, owned by different people.
For most small and mid-sized clients, four to six weeks to go-live, followed by adoption reviews at 30, 60 and 90 days. The main variables are how many processes you configure before go-live and whether anything has to be migrated. Launching with three to five priority processes and adding the rest afterwards is usually faster than configuring everything first.
No. Migrate the processes, not the clutter. Rebuild each priority process as a template, removing steps nobody does and adding owners and due dates. Keep historical records from the previous tool as an exported archive rather than importing them, unless the client has a clear reason to need them on the platform. Set a cut-over date for each process so the old version stops being used.
The client’s project owner, the person accountable for the processes, not only the administrator who attended the workshops. Their approval confirms the templates match how the client wants the work done. Attach it to the approval task, and agree that changes after sign-off go through a change log, so the scope of onboarding does not grow without anyone deciding it should.
Usually, yes. If the platform holds personal data on the client’s behalf, UK and EU GDPR require a written contract between the client as controller and you as processor. You also need the client’s written authorisation to use the platform vendor as a sub-processor, and a contract with the vendor giving equivalent protection. Take legal advice on your own terms.
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