New customer onboarding¶

Onboarding a managed-services customer involves several people doing separate jobs in the same fortnight. This workflow starts them all from one status change, so nothing depends on a handover email.

The New customer onboarding workflow on the canvas: Status changes, then Signed up?, then Welcome email, then Set up accounts, then Site survey, then Book kick-off, then Wait two weeks, then Check-in email

Before you start¶

A client status for a signed customer
A connected calendar for the account manager

The workflow¶

Step	Task	Type	What it does
1	Status changes	CRM Trigger	Starts whenever a client’s status changes
2	Signed up?	If Statement	Continues only for the status that means "signed"
3	Welcome email	Email	Sends the welcome email with the first two weeks laid out
4	Set up accounts	Workflow Note	Gives the service desk its set-up task
5	Site survey	Workflow Note	Gives the field engineer the site survey
6	Book kick-off	Calendar	Books the kick-off call in the account manager’s calendar
7	Wait two weeks	Delay	Waits two weeks
8	Check-in email	Email	Asks how the first two weeks went

About the variables

Values such as {{task_36383_…}} carry the number of the task they come from, so yours will differ. Do not type them: click into a field and pick the value from an earlier task.

1. Status changes¶

Task: CRM Trigger. Starts whenever a client’s status changes.

Field	Set it to
Trigger Type	`Client Field Change`
Target Field	`client_status`

2. Signed up?¶

Task: If Statement. Continues only for the status that means "signed".

Field	Set it to
Condition	`{{task_36383_status_changed_to}}` exactly matches `Scheduled`

The example uses the status Scheduled. Choose your own.

3. Welcome email¶

Task: Email. Sends the welcome email with the first two weeks laid out.

Field	Set it to
Outgoing Email User	Wendy Darling
Client	`{{task_36383_client_id}}`
To	`{{all_contacts}}`
Subject	`Welcome to Neverland IT`

Body

Hi,

Welcome aboard. Here is what happens in your first two weeks:

Kick-off call to meet your account manager

Site survey of your network and devices

Monitoring agents installed on every workstation

Help desk access for your whole team

Your account manager will be in touch today to book the kick-off.

Neverland IT

4. Set up accounts¶

Task: Workflow Note. Gives the service desk its set-up task.

Field	Set it to
Action	`Create Note`
Client ID	`{{task_36383_client_id}}`
Note Type	`Note`
Priority	`Medium`
Due Date	`Tomorrow (8AM)`
Tag Users	Tinker Bell

Message

New customer. Create their help desk organisation, add the contacts as users and send the password manager invitations.

5. Site survey¶

Task: Workflow Note. Gives the field engineer the site survey.

Field	Set it to
Action	`Create Note`
Client ID	`{{task_36383_client_id}}`
Note Type	`Note`
Priority	`Medium`
Due Date	`In Two Days (8AM)`
Tag Users	John Darling
Message	`New customer. Book the site survey and bring the monitoring agent installer.`

6. Book kick-off¶

Task: Calendar. Books the kick-off call in the account manager’s calendar.

The Calendar task named Book kick-off, opened to its settings

Field	Set it to
Action	`Book a meeting`
Whose calendar	`{{task_36383_admin_responsible}}`
Title	`Kick-off: {{task_36383_company_name}}`
Starts	`tomorrow 10:00`
Length (minutes)	`45`
Add an online meeting link	Ticked
Client (optional)	`{{task_36383_client_id}}`
Only book if the time is still free	Ticked
Don’t book the same meeting twice	Ticked

7. Wait two weeks¶

Task: Delay. Waits two weeks.

Field	Set it to
Delay Type	`Specified Time`
Weeks	`2`

8. Check-in email¶

Task: Email. Asks how the first two weeks went.

Field	Set it to
Outgoing Email User	Wendy Darling
Client	`{{task_36383_client_id}}`
To	`{{all_contacts}}`
Subject	`How are your first two weeks going?`