What is the Step-by-Step Client Onboarding Process?

The first three months are the most influential and the most "fragile" period of any client-agency relationship. Our structured, step-by-step onboarding process is designed to eliminate ambiguity, set clear expectations, and immediately establish trust and confidence in our operational rigor.

The Onboarding Goal: Alignment and Preparation

Our goal during onboarding is to move from initial contract signing to a successful campaign launch as efficiently as possible, typically within the first days.

Key Components of a Structured Workflow

Phase	Goal	Key Client Action
Strategy Alignment	Confirm goals, set precise KPIs, and review the Client Briefing Worksheet (See FAQ 1) to ensure shared understanding of the target market and conversion goals.	Confirm final KPIs and strategic direction.
Information Gathering	Collect all necessary content, assets, and secure system credentials required for launch.	FernandSubmit assets and credentials via the Warden Encrypted Drive.ez
Team Introduction	Establish clear lines of communication and introduce the dedicated team members responsible for your service.	Save contact details for your core team members.
Process Review	Review the Change Request Protocol (FAQ 3) and the Support Ticketing System (FAQ 6) to ensure you know how to request support or modifications.	Understand the rules for submitting new requests.

Team Introductions: Your Dedicated Support Structure

Client friction often arises from dealing with siloed teams. We define clear, specialized roles so you always know whom to contact for specific issues.

Role	Primary Responsibility	Contact Point
Key Account Manager	Strategic Lead: Manages the overall client relationship, Quarterly Business Reviews (QBRs), and high-level strategy.	High-Level Strategy, Contract Review
Project Manager	Operational Lead: Handles day-to-day communications, ticket coordination, scheduling, and ensuring task completion.	Daily Questions, Task Status
Campaign Manager	Execution Lead: Manages all paid media campaign setup, optimization, and budget control.	Campaign Performance, Optimization Questions
Creative Director	Brand Lead: Oversees all visual and copy direction to ensure brand consistency and performance optimization.	Creative Approvals, Asset Feedback

Critical Milestones in the First 90 Days

The first three months are broken down into specific phases, with the initial days focused entirely on gathering data and establishing a baseline.

Timeline	Milestone Focus	Key Deliverable
Days 1-30	The Learning Phase: Technical setup, baseline data collection, and initial ad spend to gather performance data.	MyPortal Insights Dashboard is live and populated with initial data; Asset Previews are approved.
Days 31-60	Optimization & Adjustment: Implementing changes based on the data learned in the first month to optimize campaigns for efficiency.	First major campaign optimization cycle complete.
Days 61-90	Stabilization & Review: Campaigns stabilize; focus shifts to scaling efficiency and preparing for the first Quarterly Business Review.	Preparation for QBR and long-term goal alignment.