Olawunmi Okewusi

Client Onboarding SOP – Enhance Creative Co Department: Operations Owner: Operations Manager Effective Date: February 2026 Review Frequency: Quarterly Scope This SOP applies to all departments involved in client onboarding at Enhance Creative Co, including Sales, Operations, Account Management, and Creative/Project Delivery teams. Purpose To establish a standardized and efficient onboarding process that ensures smooth transition of new clients from signed agreement to active project execution while maintaining high-quality client experience and internal coordination. Roles & Responsibilities Role Responsibilities Sales Representative Confirms deal closure and notifies Operations Operations Assistant Creates client workspace, folders, and task structure Account Manager Sends onboarding email, shares form, schedules kickoff Project Lead Reviews client goals and prepares execution plan Creative Team Reviews assets and prepares initial deliverables Tools & Systems • ClickUp / Asana – Task and workflow management • Google Workspace – Docs, Sheets, Drive • Slack – Internal communication • Gmail/Outlook – Client communication • Zoom / Google Meet – Kickoff meetings • CRM (Optional) – Lead and pipeline tracking Onboarding Workflow Step Description Owner Tools New Client Notification Sales confirms signed contract and payment; notifies Operations Sales Rep CRM / Slack Create Client Folder Duplicate master client folder template in Google Drive Operations Assistant Google Drive Duplicate Project Template Copy onboarding task list into client workspace Operations Assistant ClickUp / Asana Send Onboarding Form Share onboarding questionnaire to collect goals, assets, preferences Account Manager Google Form / ClickUp Form Send Welcome Email Send branded welcome email with next steps Account Manager Gmail / Outlook Schedule Kickoff Call Book Zoom/Meet session and send calendar invite Account Manager Google Calendar / Zoom Collect Client Assets Request logos, brand guides, access credentials, content Account Manager Drive / ClickUp Internal Strategy Review Review form responses and Account define project scope Manager + Project Lead Zoom / Docs Kickoff Call Completion Confirm deliverables, timeline, and communication cadence Account Manager Zoom Move to Active Phase Update task status to “Onboarding Complete” Account Manager ClickUp Client Folder Structure (Google Drive) Enhance Creative Co – Client Name • 01_Contracts • 02_Onboarding • 03_Brand Assets • 04_Strategy • 05_Content • 06_Reports • 07_Communication Quality Control Checklist Before moving client to active status: • Contract signed • Initial payment received • Onboarding form completed • Assets collected • Kickoff call completed • Timeline approved • Tasks assigned Communication Standards • Client response time: Within 24 business hours • Weekly internal updates • Bi-weekly or monthly reporting (based on package) • All communication logged in project management system Version Control Document Owner: Operations Manager Last Updated: February 2026 Next Review: May 2026