Onboarding Process and Checklist

VIRTUA CLIENT ONBOARDING PROCESS & CHECKLIST



Pre-Onboarding Phase (Sales)

1. Initial Contact and Needs Assessment:

• Understand the client's business needs, challenges, and objectives.
• Determine the scope of services required.



1. Proposal and Agreement:

• Provide a detailed proposal outlining the scope of services, timelines, costs, and deliverables.
• Negotiate terms and finalize the service agreement or contract.



1. Onboarding Kick-off Meeting: (Sales, Recruitment & Operations)

• Schedule a kick-off meeting with key stakeholders from both sides.
• Establish communication protocols and points of contact.



Onboarding Phase (Operations)

1. Detailed Discovery and Process Mapping:

• Conduct a thorough discovery session to understand the client's current processes.
• Map out the processes to be outsourced, identifying any specific requirements or customizations needed.



1. Technology Setup and Integration: (IT & Ops)

• Determine technology and software requirements.
• Set up and integrate necessary systems, ensuring data security and compliance.



1. Legal and Compliance Checks: (Legal & Ops)

• Review and ensure compliance with relevant laws and industry regulations.
• Sign non-disclosure agreements (NDAs) and other compliance documents.



1. Team Assignment and Training: (Recruitment & Ops)

• Assign a dedicated team to the client's account.
• Train the team on the client's processes, culture, and expectations.



1. Service Level Agreements (SLAs) and Key Performance Indicators (KPIs): (Ops)

• Establish SLAs and KPIs to measure service performance and quality.
• Ensure both parties agree on these metrics.



1. Communication Plan: (Ops)

• Set up regular meeting schedules for updates, reviews, and feedback.
• Establish a clear escalation path for any issues or concerns.





1. Documentation: (Ops)

• Provide detailed documentation of processes, protocols, and guidelines.
• Ensure both parties have access to necessary documents and resources.



Post-Onboarding Phase (Ops & Sales)

1. Trial Period: (Ops)

• Implement a trial period to test processes and workflows.
• Make necessary adjustments based on feedback.



1. Performance Review and Feedback: (Ops)

• Conduct an initial performance review against SLAs and KPIs.
• Discuss any areas for improvement and plan for adjustments.



1. Ongoing Support and Relationship Management: (Ops & Sales)

• Provide ongoing support and account management.
• Continuously look for opportunities to optimize and improve services.



1. Regular Reporting and Reviews: (Ops)

• Implement a schedule for regular reporting on performance, challenges, and successes.
• Conduct periodic strategic reviews to align services with evolving client needs.





Continuous Improvement (Ops & Sales)

1. Seek Feedback for Improvement: (Sales & Ops)

• Regularly solicit feedback from the client on service delivery and satisfaction.
• Implement a continuous improvement plan to address feedback and enhance services.