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Join waitlistSOP-001: Client Onboarding — From Signature to Strategic Partner in 90 Days
1,967 words · ~9 min read
Version: 1.0 | Owner: Operations & Sales Leadership | Review Cycle: Quarterly
Purpose
This Standard Operating Procedure defines the exact process, responsibilities, tools, and quality standards for From Signature to Strategic Partner in 90 Days. Following this SOP ensures consistent execution, predictable client outcomes, and margin protection across all team members.
Scope
This SOP applies to all personnel involved in the delivery, sale, or management of the processes described herein. Deviation requires written approval from Operations Director or equivalent.
Definitions
MSA: Master Service Agreement
SOW: Statement of Work
SLA: Service Level Agreement
QBR: Quarterly Business Review
vCIO: Virtual Chief Information Officer
EDR: Endpoint Detection and Response
MRR: Monthly Recurring Revenue
PSA: Professional Services Automation (ConnectWise, etc.)
RMM: Remote Monitoring and Management
Process Overview
Step 1: Pre-boarding communication
Objective: Deliver consistent, high-quality outcomes for pre-boarding communication.
Procedure:
Preparation — Gather all necessary information, tools, and stakeholder alignment before beginning pre-boarding communication.
Execution — Follow the specific checklist below. Mark each item complete before proceeding.
Quality Check — Verify output against standard using the verification checklist.
Documentation — Record all actions, decisions, and outcomes in the PSA.
Communication — Notify relevant stakeholders per the communication matrix.
Escalation — If blockers arise, escalate using defined path within 2 hours.
Checklist:
[ ] All prerequisites verified
[ ] Stakeholders notified of timeline
[ ] Tools and access confirmed
[ ] Process executed per standard
[ ] Quality verification completed
[ ] Documentation updated in PSA
[ ] Handoff or closure completed
Common Mistakes to Avoid:
Skipping preparation to save time (costs 3-5x in rework)
Incomplete documentation causing knowledge gaps
Missing stakeholder communication creating surprises
No quality verification before handoff
Time Standard: Varies by complexity; typical range 30 minutes to 4 hours.
Tools Required: ConnectWise/Kaseya, IT Glue, standard templates, client communication portal.
Step 2: Kickoff meeting
Objective: Deliver consistent, high-quality outcomes for kickoff meeting.
Procedure:
Preparation — Gather all necessary information, tools, and stakeholder alignment before beginning kickoff meeting.
Execution — Follow the specific checklist below. Mark each item complete before proceeding.
Quality Check — Verify output against standard using the verification checklist.
Documentation — Record all actions, decisions, and outcomes in the PSA.
Communication — Notify relevant stakeholders per the communication matrix.
Escalation — If blockers arise, escalate using defined path within 2 hours.
Checklist:
[ ] All prerequisites verified
[ ] Stakeholders notified of timeline
[ ] Tools and access confirmed
[ ] Process executed per standard
[ ] Quality verification completed
[ ] Documentation updated in PSA
[ ] Handoff or closure completed
Common Mistakes to Avoid:
Skipping preparation to save time (costs 3-5x in rework)
Incomplete documentation causing knowledge gaps
Missing stakeholder communication creating surprises
No quality verification before handoff
Time Standard: Varies by complexity; typical range 30 minutes to 4 hours.
Tools Required: ConnectWise/Kaseya, IT Glue, standard templates, client communication portal.
Step 3: Environment discovery
Objective: Deliver consistent, high-quality outcomes for environment discovery.
Procedure:
Preparation — Gather all necessary information, tools, and stakeholder alignment before beginning environment discovery.
Execution — Follow the specific checklist below. Mark each item complete before proceeding.
Quality Check — Verify output against standard using the verification checklist.
Documentation — Record all actions, decisions, and outcomes in the PSA.
Communication — Notify relevant stakeholders per the communication matrix.
Escalation — If blockers arise, escalate using defined path within 2 hours.
Checklist:
[ ] All prerequisites verified
[ ] Stakeholders notified of timeline
[ ] Tools and access confirmed
[ ] Process executed per standard
[ ] Quality verification completed
[ ] Documentation updated in PSA
[ ] Handoff or closure completed
Common Mistakes to Avoid:
Skipping preparation to save time (costs 3-5x in rework)
Incomplete documentation causing knowledge gaps
Missing stakeholder communication creating surprises
No quality verification before handoff
Time Standard: Varies by complexity; typical range 30 minutes to 4 hours.
Tools Required: ConnectWise/Kaseya, IT Glue, standard templates, client communication portal.
Step 4: Security baseline
Objective: Deliver consistent, high-quality outcomes for security baseline.
Procedure:
Preparation — Gather all necessary information, tools, and stakeholder alignment before beginning security baseline.
Execution — Follow the specific checklist below. Mark each item complete before proceeding.
Quality Check — Verify output against standard using the verification checklist.
Documentation — Record all actions, decisions, and outcomes in the PSA.
Communication — Notify relevant stakeholders per the communication matrix.
Escalation — If blockers arise, escalate using defined path within 2 hours.
Checklist:
[ ] All prerequisites verified
[ ] Stakeholders notified of timeline
[ ] Tools and access confirmed
[ ] Process executed per standard
[ ] Quality verification completed
[ ] Documentation updated in PSA
[ ] Handoff or closure completed
Common Mistakes to Avoid:
Skipping preparation to save time (costs 3-5x in rework)
Incomplete documentation causing knowledge gaps
Missing stakeholder communication creating surprises
No quality verification before handoff
Time Standard: Varies by complexity; typical range 30 minutes to 4 hours.
Tools Required: ConnectWise/Kaseya, IT Glue, standard templates, client communication portal.
Step 5: Documentation creation
Objective: Deliver consistent, high-quality outcomes for documentation creation.
Procedure:
Preparation — Gather all necessary information, tools, and stakeholder alignment before beginning documentation creation.
Execution — Follow the specific checklist below. Mark each item complete before proceeding.
Quality Check — Verify output against standard using the verification checklist.
Documentation — Record all actions, decisions, and outcomes in the PSA.
Communication — Notify relevant stakeholders per the communication matrix.
Escalation — If blockers arise, escalate using defined path within 2 hours.
Checklist:
[ ] All prerequisites verified
[ ] Stakeholders notified of timeline
[ ] Tools and access confirmed
[ ] Process executed per standard
[ ] Quality verification completed
[ ] Documentation updated in PSA
[ ] Handoff or closure completed
Common Mistakes to Avoid:
Skipping preparation to save time (costs 3-5x in rework)
Incomplete documentation causing knowledge gaps
Missing stakeholder communication creating surprises
No quality verification before handoff
Time Standard: Varies by complexity; typical range 30 minutes to 4 hours.
Tools Required: ConnectWise/Kaseya, IT Glue, standard templates, client communication portal.
Step 6: Quick win delivery
Objective: Deliver consistent, high-quality outcomes for quick win delivery.
Procedure:
Preparation — Gather all necessary information, tools, and stakeholder alignment before beginning quick win delivery.
Execution — Follow the specific checklist below. Mark each item complete before proceeding.
Quality Check — Verify output against standard using the verification checklist.
Documentation — Record all actions, decisions, and outcomes in the PSA.
Communication — Notify relevant stakeholders per the communication matrix.
Escalation — If blockers arise, escalate using defined path within 2 hours.
Checklist:
[ ] All prerequisites verified
[ ] Stakeholders notified of timeline
[ ] Tools and access confirmed
[ ] Process executed per standard
[ ] Quality verification completed
[ ] Documentation updated in PSA
[ ] Handoff or closure completed
Common Mistakes to Avoid:
Skipping preparation to save time (costs 3-5x in rework)
Incomplete documentation causing knowledge gaps
Missing stakeholder communication creating surprises
No quality verification before handoff
Time Standard: Varies by complexity; typical range 30 minutes to 4 hours.
Tools Required: ConnectWise/Kaseya, IT Glue, standard templates, client communication portal.
Step 7: 30-day health check
Objective: Deliver consistent, high-quality outcomes for 30-day health check.
Procedure:
Preparation — Gather all necessary information, tools, and stakeholder alignment before beginning 30-day health check.
Execution — Follow the specific checklist below. Mark each item complete before proceeding.
Quality Check — Verify output against standard using the verification checklist.
Documentation — Record all actions, decisions, and outcomes in the PSA.
Communication — Notify relevant stakeholders per the communication matrix.
Escalation — If blockers arise, escalate using defined path within 2 hours.
Checklist:
[ ] All prerequisites verified
[ ] Stakeholders notified of timeline
[ ] Tools and access confirmed
[ ] Process executed per standard
[ ] Quality verification completed
[ ] Documentation updated in PSA
[ ] Handoff or closure completed
Common Mistakes to Avoid:
Skipping preparation to save time (costs 3-5x in rework)
Incomplete documentation causing knowledge gaps
Missing stakeholder communication creating surprises
No quality verification before handoff
Time Standard: Varies by complexity; typical range 30 minutes to 4 hours.
Tools Required: ConnectWise/Kaseya, IT Glue, standard templates, client communication portal.
Step 8: 90-day transition review
Objective: Deliver consistent, high-quality outcomes for 90-day transition review.
Procedure:
Preparation — Gather all necessary information, tools, and stakeholder alignment before beginning 90-day transition review.
Execution — Follow the specific checklist below. Mark each item complete before proceeding.
Quality Check — Verify output against standard using the verification checklist.
Documentation — Record all actions, decisions, and outcomes in the PSA.
Communication — Notify relevant stakeholders per the communication matrix.
Escalation — If blockers arise, escalate using defined path within 2 hours.
Checklist:
[ ] All prerequisites verified
[ ] Stakeholders notified of timeline
[ ] Tools and access confirmed
[ ] Process executed per standard
[ ] Quality verification completed
[ ] Documentation updated in PSA
[ ] Handoff or closure completed
Common Mistakes to Avoid:
Skipping preparation to save time (costs 3-5x in rework)
Incomplete documentation causing knowledge gaps
Missing stakeholder communication creating surprises
No quality verification before handoff
Time Standard: Varies by complexity; typical range 30 minutes to 4 hours.
Tools Required: ConnectWise/Kaseya, IT Glue, standard templates, client communication portal.
Roles and Responsibilities
| Role | Responsibility | Escalation Path |
|---|---|---|
| Technician / Analyst | Execute steps 1-4 per SOP | Service Manager |
| Service Manager | Quality verification and approval | Operations Director |
| vCIO / Account Manager | Client communication and strategic alignment | General Manager |
| Operations Director | SOP maintenance and exception approval | CEO / Founder |
| Sales Lead | Commercial alignment and expansion identification | CEO / Founder |
Quality Standards
Accuracy: 99%+ accuracy on all documented information
Timeliness: 100% of steps completed within defined SLA
Communication: Zero surprises to client or internal stakeholders
Documentation: Complete audit trail in PSA for every engagement
Client Satisfaction: Minimum 4.5/5.0 on post-process survey
Tools and Resources
ConnectWise Manage / Kaseya BMS
IT Glue / Hudu documentation platform
Liongard for automated discovery and documentation
BrightGauge for dashboards and reporting
Standard templates from
/templates/directoryClient communication portal
Metrics and KPIs
Process adherence rate: Target >95%
First-pass quality rate: Target >90%
Client satisfaction score: Target >4.5/5.0
Average process time: Track and optimize quarterly
Rework rate: Target <5%
Revision History
| Version | Date | Author | Changes |
|---|---|---|---|
| 1.0 | 2024 | Clozo Academy | Initial release |
Approval
Operations Director: _________________ Date: _______
CEO / Founder: _________________ Date: _______
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