Running for a real businessIT and professional services firms
Client onboarding and offboarding lifecycle board
Every client from prospect to offboarded on one board, with standard onboarding and offboarding checklists, due dates and a daily overdue digest.
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The problem
Service firms take on and hand back clients all the time. Each onboarding has the same twenty jobs (access, accounts, documentation, billing, introductions), but they live in someone's memory, and offboarding gets even less attention, which is when things get missed.
What we built
A lifecycle board used to run a professional services firm.
- Stages: prospect, onboarding, active, offboarding, offboarded.
- Standard checklists: nine onboarding steps and seven offboarding steps, each with a business-day due date from the start date.
- Daily digest: one email each morning listing anything overdue and who owns it.
- Job queue alongside: client requests move through queued, waiting on staff, waiting on client and done, with replies drafted by AI for a staff member to approve before they are sent.
The board at a glance
| Prospect | Onboarding | Active | Offboarding | Offboarded |
|---|---|---|---|---|
| Client 31 | Client 28 (step 4 of 9, due Tue) | Client 12 | Client 07 (step 2 of 7) | Client 03 |
Outcome
Built and in daily use. New clients get the same complete start every time, and departures are closed off properly.
