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Customer onboarding

Workflow: customer onboarding and service handoff

From signed agreement to first successful service: contacts, access, billing, and expectation alignment.

Quick answer

Quick answer

Onboarding is a short project: capture authoritative contacts, access rules, billing entities, and escalation paths before the first dispatch—not during the first emergency.

Workflow overview

If onboarding is informal, every first job becomes discovery.

Package a checklist and owner; measure time-to-first-successful-service.

Visual workflow steps

Ordered phases your team can operationalize as SOPs, dispatch rules, and automation triggers.

  1. Step 1

    Kickoff packet

    Sites, assets, SLAs, contacts.

    Single source of truth location.

  2. Step 2

    Access and safety

    Badges, lockouts, PPE rules.

    Document failures and remediation owners.

  3. Step 3

    Billing setup

    Entity, tax, PO rules.

    Prevent downstream AR surprises.

  4. Step 4

    Intro service plan

    First PM or inspection window.

    Communicate what success looks like.

  5. Step 5

    30-day review

    Scorecard with customer.

    Close gaps before they become disputes.

Operational objectives

  • Faster time-to-value
  • Fewer first-job scrambles

Recommended KPIs

Days to first completed service

By segment.

Role responsibilities

Account owner

Owns onboarding checklist completion.

Automation opportunities

  • Welcome email sequences with required fields.
  • Task templates for onboarding owners.

Common failure points

Shadow contacts

Only the salesperson knows the real approver.

Related Equipify features

Related SOPs (Help Center)

Implementation checklist

  1. Publish onboarding ownerName role and SLA for packet completion.

FAQ

SMB vs enterprise onboarding?
Same skeleton; enterprise adds legal and security gates.