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Client Onboarding Procedures

Single Source of Truth for Client Onboarding

This directory contains the authoritative procedures for onboarding new clients to the Symphony Core platform.

Quick Start​

Primary Document: client-onboarding-procedure.md

  • Comprehensive 13-step onboarding guide
  • Time estimates for each task
  • Troubleshooting procedures
  • Post-launch validation

Client-Facing Version: client-facing-checklist.md

  • Simplified checklist for client self-service
  • Task categorization (Mandatory/Important/Optional)
  • High-level overview of onboarding process

Terminology​

These terms are used consistently throughout onboarding documentation:

TermDefinition
Client OnboardingThe complete client journey from signed contract to go-live (~14 business days). Umbrella term for the entire process.
ImplementationTechnical setup and configuration work within onboarding (configuring GHL sub-account, workflows, automations).
SetupInitial one-time configurations (DNS, email domain, payment gateway) that must complete before other work.
Go-LiveMilestone when the client's GHL sub-account becomes operational and client begins active use.
SnapshotPre-configured GHL sub-account template with standardized workflows, automations, and custom values.
Sub-AccountIndividual client workspace within GoHighLevel, created by applying a snapshot.

Role-Based Usage​

For Implementation Team​

→ Start with client-onboarding-procedure.md - this is your complete guide

For Account Managers​

→ Use both documents:

  • client-onboarding-procedure.md for implementation details
  • client-facing-checklist.md to share with clients

For Clients​

→ Share client-facing-checklist.md only (simplified version)

Prerequisites​

Before starting client onboarding, review:

  • Platform Architecture: 05-platform/client-onboarding/ghl-systems-integration.md
  • GHL Naming Standard: 08-reference/standards/sc-ghl-naming-standard.md
  • System Diagrams: 05-platform/client-onboarding/snapshots-architecture.mermaid.md
  • Platform Configuration: 05-platform/client-onboarding/
  • Team Training Materials: 06-team-training/platform-training/ (KB series)
  • Post-Onboarding: 05-platform/client-reporting/ (reporting & analytics setup)

Timeline​

Total Onboarding Duration: ~14 business days (varies by client complexity)

Post-Onboarding:

  • Client success metrics: See 08-reference/standards/frameworks/client-success-system/
  • Reporting dashboard setup: See 05-platform/client-reporting/ (starts ~2-4 weeks after onboarding)

Questions?​

For questions about:

  • Procedures: Contact Implementation Team Lead
  • Technical Issues: See troubleshooting section in main procedure or 05-platform/client-onboarding/troubleshooting/
  • Platform Architecture: Contact Technical Team Lead

Access Level: internal-team