Customer Onboarding Workflow Template
Closing the deal is only half the battle. A poor onboarding experience leads to churn, support tickets, and buyers’ remorse. Yet most teams run onboarding from spreadsheets and memory, with no repeatable process.
Common onboarding challenges
Section titled “Common onboarding challenges”- Inconsistent experience — each rep handles onboarding differently, so quality varies
- Dropped steps — critical tasks like sending credentials or scheduling training get forgotten
- No visibility — managers can’t see which customers are stuck in onboarding
- Time to value — the longer it takes a customer to go live, the higher the churn risk
How HARi solves this
Section titled “How HARi solves this”HARi’s Customer Onboarding template creates a structured, automated workflow that guides every new customer from signed contract to successful go-live.
Onboarding stages
Section titled “Onboarding stages”| Stage | Actions | Owner |
|---|---|---|
| Welcome | Send welcome email with next steps, share documentation | Automated |
| Kickoff Call | Schedule and conduct kickoff meeting, confirm goals | Account Manager |
| Setup | Configure the customer’s environment, import data | Technical team |
| Training | Deliver training sessions, share video guides | Account Manager |
| Go-Live | Final review, launch, celebrate | Account Manager |
Entities and fields to set up
Section titled “Entities and fields to set up”- Onboarding Projects — linked to the Company, with a stage field, target go-live date, and health status
- Onboarding Tasks — checklist items within each stage, with due dates and assignees
- Contacts — primary contact, technical contact, executive sponsor
- Activities — calls, emails, and meetings tied to the onboarding project
Workflows included
Section titled “Workflows included”- Auto-create onboarding project — when an opportunity moves to Closed Won, create an onboarding project with all default tasks
- Welcome email — immediately send a personalized welcome email to the primary contact
- Kickoff scheduling — create a task for the account manager to schedule the kickoff within 48 hours
- Stage escalation — if any stage takes longer than its SLA (e.g., Setup > 5 days), alert the manager
- Go-live celebration — when the project reaches Go-Live, send a congratulations email and create a 30-day check-in task
Key dashboard widgets
Section titled “Key dashboard widgets”- Customers in each onboarding stage (kanban view)
- Average time to go-live
- Overdue onboarding tasks
- Customer health scores
Get started
Section titled “Get started”Install the Customer Onboarding template from Settings > Solutions. Every new deal will automatically kick off a structured onboarding process — no steps missed, no customers left behind.