White-Label Client Onboarding Checklist Template

Answer the migration question at kick-off. It decides whether Phase 3 runs.

• Review the sales handover — plan, user numbers, the processes promised during the sale and why the client bought
• Hold the kick-off — introduce the onboarding lead, and confirm the client’s project owner and executive sponsor
• Agree the success criteria — two or three measurable outcomes, such as every new-starter request running on the platform by day 60
• Agree the onboarding plan — dates for configuration, sign-off, training, go-live and the 30, 60 and 90-day reviews
• Confirm the data protection terms — a signed data processing agreement, with the platform vendor disclosed as a sub-processor

Don’t configure anything until the account setup checklist has been approved.

• Confirm the account setup is approved — hostname, certificate, email authentication and branding all signed off
• Test notification delivery to the client — send a test to their own mailboxes and confirm it reaches the inbox
• Agree the user list and roles — who builds templates, who completes tasks and who only views
• Create the client’s administrator accounts — for the people who will own the platform after onboarding
• Confirm the support route — the client knows to raise questions with your service desk, by which channel and in what hours

Shown only when the client’s processes currently live in documents, spreadsheets or another tool.

• Inventory the existing processes — every document, spreadsheet or tool workflow, with its owner and how often it runs
• Prioritise for go-live — choose three to five processes to launch with and schedule the rest after go-live
• Export what must be kept — records and history from the previous tool, stored as an archive rather than imported
• Rebuild, don’t copy — remove steps nobody does, and add owners, due dates and the evidence each step needs
• Set the cut-over date — the day the old documents or tool stop being used for each process

• Run a workshop for each priority process — with the people who do the work, not only the manager who owns it
• Configure the templates — tasks, form fields, assignments, relative due dates and conditional logic
• Set up schedules and notifications — recurring runs, reminders and who is told when work is overdue
• Test each template with a real case — run it with a recent example and fix anything that doesn’t match how the work is done

• Demo the configured templates — walk the client’s project owner through each one, end to end
• Record and make change requests — agree what changes before go-live and what waits until after
• Approve the configured templates — the onboarding lead attaches the project owner’s written sign-off; not approved stops training and go-live
• Freeze the go-live configuration — further changes go through the change log after go-live

• Train the client’s administrators — editing templates, adding users, schedules and reports
• Train end users by role — short sessions on the tasks they will actually complete, recorded for new joiners
• Publish branded help — quick-start guides under your brand, with your service desk as the support contact
• Go live — launch the first real checklists and give the client priority support for the first two weeks
• Announce the change to users — a message from the client’s sponsor, not from you, explaining what changes and when

• Hold the 30-day review — active users, checklists run, overdue tasks and the support tickets raised
• Hold the 60-day review — progress against the success criteria and the next processes to configure
• Hold the 90-day review with the sponsor — success criteria met or not, and the plan for anything that isn’t
• Hand over to account management — close onboarding and book the client’s first regular service review