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Symphony Core Client Implementation Lifecycle

Purpose: Define the standardized stages every Symphony Core client progresses through from contract signing to fully operational status.

Audience: Implementation Team, Account Managers, Client Success Team

Overview​

Every Symphony Core client follows a structured implementation journey with clearly defined stages. Understanding these stages ensures:

  • Consistent client experience across all implementations
  • Clear handoffs between teams
  • Measurable progress tracking
  • Defined criteria for "Operational" status

The 6-Stage Client Implementation Lifecycle​

CONTRACT SIGNED → SETUP → ONBOARDING → TRAINING → OPERATIONAL → OPTIMIZATION

Stage Definitions​

StageDurationOwnerGoalClient Status
CONTRACT SIGNED1-2 daysSales/AMContract executed, payment confirmedCustomer (not yet onboarded)
SETUP2-3 daysImplementationTechnical environment readyIn Implementation
ONBOARDING7-10 daysImplementation + AMAll capabilities operationalizedIn Implementation
TRAINING3-5 daysCustomer SuccessClient team proficientIn Training
OPERATIONALOngoingClient (monitored by CS)System handling business operationsActive/Operational
OPTIMIZATIONOngoingClient SuccessContinuous improvementActive/Optimizing

Minimum Success Goal: Get client to OPERATIONAL stage.

Stage 1: CONTRACT SIGNED​

Entry Criteria​

  • Signed contract received
  • Initial payment confirmed
  • Scope of work defined

Activities​

  • Sales-to-implementation handoff meeting
  • Client information gathered (business name, industry, contact info)
  • Implementation kickoff scheduled
  • Project folder created in CRM

Deliverables​

  • Sales-to-Implementation Handoff Document
  • Client profile created in CRM
  • Kickoff meeting scheduled

Exit Criteria​

  • Implementation team has all necessary client information
  • Kickoff meeting date confirmed with client
  • Payment cleared

Duration: 1-2 business days Owner: Account Manager + Sales

Stage 2: SETUP​

Entry Criteria​

  • Kickoff meeting completed
  • Client information validated
  • Industry/vertical identified
  • Snapshot selection determined

What Happens (Technical)​

  1. Sub-Account Creation

    • Create client sub-account in GoHighLevel
    • Name format: [Client Business Name] (no prefixes)
    • Example: Acme HVAC Services

  2. Snapshot Deployment

    • Select appropriate industry base snapshot:
      • z.sc.Real-Estate-Base-YYYY-MM-DD-v#
      • z.sc.Prof-Services-Base-YYYY-MM-DD-v#
      • z.sc.Small-Biz-Base-YYYY-MM-DD-v#
      • etc.
    • Load snapshot into client sub-account
    • Verify snapshot loaded successfully

  3. Initial Configuration

    • Configure basic settings (timezone, business hours)
    • Set up initial user accounts
    • Verify all core capabilities present (from snapshot)

Capabilities Enabled (via Snapshot)​

The snapshot provides pre-built automation capabilities:

  • Lead capture forms and workflows
  • Calendar/appointment booking system
  • Review and referral automation
  • Lead nurture sequences
  • THE HUB status form
  • ExtendlyOS configuration system
  • Symphony Core branding (A-prefix items)
  • Industry-specific workflows

Note: Moving away from term "Extendly" - these are Symphony Core automation capabilities delivered via the snapshot.

Deliverables​

  • Client sub-account created and configured
  • Snapshot successfully deployed
  • Access credentials prepared
  • Initial configuration checklist completed

Exit Criteria​

  • Sub-account exists with correct naming
  • Industry base snapshot loaded
  • Basic configuration complete
  • Ready for client-specific customization

Duration: 2-3 business days Owner: Implementation Team Related Docs:

Stage 3: ONBOARDING​

Entry Criteria​

  • SETUP stage complete
  • Client ready to provide required information
  • Implementation team assigned

What Happens (Operationalization)​

This stage focuses on operationalizing all capabilities - making the pre-built automations work for the client's specific business.

3.1. Gather Required Items from Client​

See Client-Facing Checklist for complete list:

  • Business information (address, phone, hours)
  • Branding assets (logo, colors, images)
  • Service/product offerings
  • Team member information
  • Calendar access (Google Calendar, Outlook, etc.)
  • Integration credentials (if applicable)

3.2. Configure ExtendlyOS Custom Values​

Using the ExtendlyOS Configuration System (built into snapshot):

  • Populate client-specific custom values:
    • business_name
    • business_phone
    • business_address
    • primary_contact_name
    • calendar_link
    • review_request_url (Google My Business)
    • Industry-specific values
  • These custom values populate throughout all automations

3.3. Operationalize Core Capabilities​

Lead Capture:

  • Configure lead forms with client branding
  • Set up tracking numbers (if applicable)
  • Test lead capture → automation trigger

Calendar Automation:

  • Connect client's calendar (expose availability)
  • Configure appointment types and durations
  • Set up automated reminder sequences (24hr, 2hr, 10min)
  • Test THE HUB status form

Review & Referral Automation:

  • Configure Google My Business integration
  • Set up satisfaction survey routing (4-5★ vs 1-3★)
  • Configure referral incentive messaging
  • Test review request flow

Lead Nurture Sequences:

  • Customize email/SMS templates with client voice
  • Configure lead scoring thresholds
  • Set up MQL → SQL handoff automation
  • Test nurture sequence triggers

Reporting:

  • Set up initial dashboard access
  • Configure automated reports (if in scope)

3.4. Import Existing Data (if applicable)​

  • Contact import from previous system
  • Historical data migration
  • Integration setup with existing tools

Deliverables​

  • All Symphony Core capabilities operationalized
  • ExtendlyOS custom values populated
  • Client-specific automations tested
  • Integration testing completed
  • Training environment ready

Exit Criteria​

  • ✅ Lead capture tested and working
  • ✅ Calendar automation functional
  • ✅ Review automation configured
  • ✅ Nurture sequences active
  • ✅ THE HUB form tested
  • ✅ All custom values populated
  • ✅ Client-facing forms branded
  • ✅ System ready for client training

Duration: 7-10 business days Owner: Implementation Team + Account Manager Related Docs:

Stage 4: TRAINING​

Entry Criteria​

  • ONBOARDING stage complete
  • All capabilities tested and working
  • Client team available for training

What Happens​

Goal: Ensure client team knows how to use the system to run their business.

Training Topics (by Role)​

For All Users:

  • Dashboard overview
  • Contact management basics
  • How to view reports and metrics

For Sales/Service Team:

  • Using THE HUB status form (10-second meeting update)
  • Calendar management
  • Manual lead follow-up (when needed)
  • Contact tagging and notes

For Managers/Owners:

  • Reading reports and dashboards
  • Understanding lead scoring
  • Monitoring automation performance
  • When to reach out for support

For Administrators (if applicable):

  • User management
  • Basic workflow adjustments
  • Integration management
  • Advanced features

Training Format Options​

  • Live webinar/Zoom sessions (recommended)
  • Recorded video walkthroughs
  • Documentation + office hours
  • Combination approach

Deliverables​

  • Training sessions completed
  • Client team credentials distributed
  • Quick reference guides provided
  • Support contact information shared

Exit Criteria​

  • Client team trained on core features
  • Client can demonstrate basic system usage
  • Questions answered
  • Support process understood

Duration: 3-5 business days Owner: Customer Success Team Related Docs:

Stage 5: OPERATIONAL (The Goal!)​

Entry Criteria​

  • TRAINING stage complete
  • Client actively using the system
  • Automations handling real business operations

Definition: "Business Operational"​

A client is considered OPERATIONAL when:

Technical Criteria​

  • ✅ Automations are running (not paused)
  • ✅ Leads are being captured and processed
  • ✅ Calendar is accepting bookings
  • ✅ Review requests are being sent
  • ✅ No critical errors in workflows

Adoption Criteria​

  • ✅ Client team is using THE HUB form after meetings
  • ✅ Client is monitoring dashboard/reports
  • ✅ At least 10 leads have been processed through the system
  • ✅ At least 1 appointment booked via calendar automation
  • ✅ Client understands when to contact support

Business Outcome Criteria​

  • ✅ System is handling real customer interactions
  • ✅ Client sees value in automation (time saved, leads converted)
  • ✅ No major escalations or dissatisfaction

Measurement:

  • Implementation team marks status as "Operational" in CRM
  • Handoff to Customer Success for ongoing monitoring
  • Client added to "Active Clients" dashboard

What Happens (Ongoing)​

  • Client runs day-to-day operations using Symphony Core
  • Automations handle lead capture, nurture, booking, reviews
  • Client team uses THE HUB to update meeting outcomes
  • System generates reports automatically
  • Customer Success monitors for issues

Duration​

Indefinite - this is the steady-state goal.

Owner​

  • Primary: Client (they run their business)
  • Support: Customer Success Team (monitors health, provides support)

Monitoring Metrics​

Customer Success tracks:

  • Lead volume (is system capturing leads?)
  • Automation engagement (emails opened, links clicked)
  • Appointment booking rate
  • Review generation rate
  • Client login frequency (are they using it?)
  • Support ticket volume (any issues?)

Exit Criteria to OPTIMIZATION​

Client is ready for optimization when:

  • 30+ days operational
  • Consistent lead flow
  • Client requests advanced features or improvements
  • Performance baseline established

Stage 6: OPTIMIZATION (Continuous Improvement)​

Entry Criteria​

  • Client OPERATIONAL for 30+ days
  • Performance baseline established
  • Client interested in improving results

What Happens​

Goal: Maximize ROI through A/B testing, advanced features, and refinement.

Optimization Activities​

Performance Optimization:

  • A/B test email subject lines
  • Refine lead scoring criteria
  • Optimize nurture sequence timing
  • Test different review request approaches

Advanced Feature Adoption:

  • Implement advanced workflows (if available)
  • Add industry-specific automations
  • Integrate additional tools
  • Expand reporting capabilities

Training & Enablement:

  • Advanced training sessions
  • New team member onboarding
  • Quarterly business reviews
  • Best practices sharing

Deliverables​

  • Quarterly optimization plan
  • A/B test results and recommendations
  • Updated training for new features
  • Performance improvement reports

Owner​

Shared:

  • Customer Success Team (recommendations)
  • Client (prioritization and feedback)
  • Implementation Team (advanced feature builds)

Duration​

Ongoing - continuous improvement cycle.

Implementation Lifecycle Summary​

Visual Flow​

┌─────────────────────────────────────────────────────────────┐
│ CONTRACT SIGNED (1-2 days)                                  │
│ ✓ Contract executed                                         │
│ ✓ Payment confirmed                                         │
│ ✓ Implementation kickoff scheduled                          │
└────────────────────────┬────────────────────────────────────┘
                         ↓
┌─────────────────────────────────────────────────────────────┐
│ SETUP (2-3 days) - Technical Foundation                     │
│ ✓ Create sub-account: [Client Business Name]               │
│ ✓ Deploy industry base snapshot                            │
│ ✓ Initial configuration                                     │
│ ✓ Core capabilities present (via snapshot)                 │
└────────────────────────┬────────────────────────────────────┘
                         ↓
┌─────────────────────────────────────────────────────────────┐
│ ONBOARDING (7-10 days) - Operationalize Capabilities       │
│ ✓ Gather required items from client                        │
│ ✓ Configure ExtendlyOS custom values                       │
│ ✓ Operationalize lead capture                              │
│ ✓ Operationalize calendar automation                       │
│ ✓ Operationalize review & referral automation              │
│ ✓ Operationalize lead nurture sequences                    │
│ ✓ Test all workflows end-to-end                            │
└────────────────────────┬────────────────────────────────────┘
                         ↓
┌─────────────────────────────────────────────────────────────┐
│ TRAINING (3-5 days) - Client Team Enablement               │
│ ✓ Dashboard training                                        │
│ ✓ THE HUB form training                                     │
│ ✓ Calendar management training                             │
│ ✓ Reports and metrics training                             │
│ ✓ Support process explained                                │
└────────────────────────┬────────────────────────────────────┘
                         ↓
┌─────────────────────────────────────────────────────────────┐
│ OPERATIONAL (Ongoing) - **THE GOAL**                        │
│ ✓ Automations running (processing real leads)              │
│ ✓ 10+ leads processed through system                       │
│ ✓ Calendar accepting bookings                              │
│ ✓ Review requests sending                                  │
│ ✓ Client team using THE HUB form                           │
│ ✓ Client sees ROI (time saved, conversions)                │
│ ✓ Handoff to Customer Success                              │
└────────────────────────┬────────────────────────────────────┘
                         ↓
┌─────────────────────────────────────────────────────────────┐
│ OPTIMIZATION (Ongoing) - Continuous Improvement             │
│ ✓ A/B testing and refinement                               │
│ ✓ Advanced feature adoption                                │
│ ✓ Quarterly business reviews                               │
│ ✓ Performance improvements                                 │
└─────────────────────────────────────────────────────────────┘

Total Time to Operational​

Typical Duration: 14-18 business days (~3-4 weeks)

Breakdown:

  • Contract Signed → Setup: 1-2 days
  • Setup: 2-3 days
  • Onboarding: 7-10 days
  • Training: 3-5 days
  • Total: 13-20 days to reach OPERATIONAL status

Variables affecting timeline:

  • Client responsiveness (providing required items)
  • Complexity of integrations
  • Industry-specific requirements
  • Client team size (training duration)
  • Custom feature requests

Relationship to Marketing Funnel Stages​

Marketing Funnel vs. Implementation Lifecycle​

The Marketing Funnel tracks how we acquire customers:

CAPTURE → NURTURE → CONVERT → RETAIN & GROW

The Implementation Lifecycle tracks how we onboard and activate customers:

CONTRACT SIGNED → SETUP → ONBOARDING → TRAINING → OPERATIONAL → OPTIMIZATION

Mapping​

Marketing Funnel StageImplementation Lifecycle Stages
CONVERT (customer acquired)CONTRACT SIGNED
RETAIN & GROW (customer success)SETUP → ONBOARDING → TRAINING → OPERATIONAL → OPTIMIZATION

Key Insight: All implementation lifecycle stages occur within the RETAIN & GROW phase of the marketing funnel.

Key Success Metrics by Stage​

SETUP Success Metrics​

  • Time to sub-account creation: < 1 day
  • Snapshot load success rate: 100%
  • Initial config errors: 0

ONBOARDING Success Metrics​

  • Time to operationalize all capabilities: 7-10 days
  • Client information gathering: < 3 days
  • ExtendlyOS custom values completion: 100%
  • Workflow test pass rate: 100%

TRAINING Success Metrics​

  • Client team trained: 100%
  • Training completion rate: 100%
  • Post-training survey score: 4+/5

OPERATIONAL Success Metrics (30-day benchmark)​

  • Leads processed: 10+ (demonstrates system usage)
  • Automation uptime: 99%+
  • Client login frequency: 2+ per week
  • Support tickets: < 2 critical issues
  • THE HUB form usage: 80%+ of meetings

OPTIMIZATION Success Metrics (quarterly)​

  • Performance improvement: 10%+ (conversion, engagement, etc.)
  • Advanced feature adoption: 2+ new features per quarter
  • Client satisfaction: 8+/10
  • Referral likelihood (NPS): Promoter status

Snapshot Selection Guide​

When to Use Which Base Snapshot​

Client Industry/TypeRecommended Base SnapshotKey Capabilities
Real Estate (Residential)z.sc.Real-Estate-Base-YYYY-MM-DD-v#Listing automation, buyer/seller nurture, showing scheduler
Professional Servicesz.sc.Prof-Services-Base-YYYY-MM-DD-v#Consultation booking, service-based workflows, case management
Small Business (General)z.sc.Small-Biz-Base-YYYY-MM-DD-v#Universal workflows, flexible configuration, broad applicability
Property Managementz.sc.Prop-Mgt-Base-YYYY-MM-DD-v#Tenant/landlord workflows, maintenance requests, lease renewals
E-commercez.sc.Ecommerce-Base-YYYY-MM-DD-v#Product-based nurture, cart abandonment, customer retention
E-Learning/Educationz.sc.E-Learning-Base-YYYY-MM-DD-v#Course enrollment, student engagement, certification tracking
Non-US Businessz.sc.non-US-Small-Biz-Base-YYYY-MM-DD-v#International compliance, timezone handling, localization

Selection Process:

  1. Identify client's primary industry/vertical
  2. Check available base snapshots (see Snapshots Architecture)
  3. Select most recent version (highest v#) of appropriate base
  4. If no exact match, use z.sc.Small-Biz-Base as default
  5. Document selection in client implementation notes

Snapshot Contents: Every base snapshot includes:

  • Symphony Core Features (A-prefix):
    • SC branding
    • Client onboarding workflows
    • ExtendlyOS configuration
    • Standard reporting
  • Industry-Specific Features (B-prefix or industry C-prefix):
    • Industry workflows
    • Industry forms and surveys
    • Industry-specific automations
  • Core Automation Capabilities:
    • Lead capture and nurture
    • Calendar and appointment booking
    • Review and referral generation
    • THE HUB status form

Common Questions​

Q: What if a client gets stuck in ONBOARDING stage?​

A: Identify the blocker:

  • Missing client information? → Follow up with client, set deadline
  • Technical issues? → Escalate to technical team
  • Client unresponsive? → Account Manager intervenes
  • Set max onboarding duration (20 days) - escalate if exceeded

Q: What defines "Operational" if client has very few leads?​

A: Minimum viable criteria:

  • System is configured and running (automations active)
  • Client is trained and has access
  • At least 5 test leads processed successfully (can be test data)
  • Client understands how to use system when real leads arrive
  • Mark as "Operational - Low Volume" and monitor

Q: Can a client skip TRAINING and go straight to OPERATIONAL?​

A: Not recommended, but possible if:

  • Client team is highly technical
  • Client has used similar systems before
  • Client signs training waiver
  • Training materials provided for self-service
  • Customer Success monitors closely for first 30 days

Q: What if client needs capabilities not in the base snapshot?​

A: Options:

  1. Use client-specific customization (C-prefix workflows):
    • Create custom workflows in client sub-account
    • Document in client configuration notes
    • Factor into onboarding timeline (+3-5 days)
  2. Request new industry feature:
    • If valuable for all clients in vertical
    • Add to industry base snapshot roadmap
    • Implement for this client as C-prefix, migrate to base later
  3. Integrate third-party tool:
    • Evaluate integration feasibility
    • Set up integration during ONBOARDING
    • Test thoroughly before OPERATIONAL

Q: How do we track which stage each client is in?​

A: CRM tracking:

  • Custom field: implementation_stage (dropdown)
  • Values: Contract Signed, Setup, Onboarding, Training, Operational, Optimization
  • Update field as client progresses
  • Dashboard view: clients by stage
  • Reporting: average time in each stage

Core Onboarding Docs​

Platform Architecture​

Customer Education​

Team Training​

Standards & Terminology​

Document Information​

  • Version: 1.0
  • Created: 2025-01-17
  • Last Updated: 2025-01-17
  • Maintained By: Symphony Core Implementation Team
  • Review Cadence: Quarterly
  • Next Review: 2025-04-17

Key Takeaway: The goal is to get every client to OPERATIONAL status - where the system is actively handling their business operations, automations are running, and they're seeing ROI. Everything before OPERATIONAL is setup and enablement. Everything after is optimization and growth.