SW-QMS-FRM-002
Customer Onboarding Plan Template
Version
1.0
Owner
Quality Lead
Effective Date
TBD
Review Date
TBD
Customer Onboarding Plan Template
Instructions
This form is used to plan and track the onboarding of new customers or new services for existing customers. A well-structured onboarding plan ensures:
- Clear expectations are set with the customer
- All necessary setup activities are completed
- Knowledge transfer is effective
- Customer is prepared for ongoing service/support
- Smooth handoff from sales to delivery
When to Use:
- New customer contracts (implementation projects, SaaS subscriptions, support agreements)
- Major new services for existing customers
- Significant service expansions or migrations
How to Complete:
- Create the plan during contract handoff from sales to delivery
- Customize the standard phases based on the specific service
- Assign clear responsibilities and target dates
- Review weekly with the project team
- Update status as activities are completed
- Conduct sign-off meeting with customer upon completion
Responsible: Project Manager, Account Manager, or Service Delivery Manager
Customer Onboarding Plan
Customer and Service Information
| Field | Details |
|---|---|
| Customer Name* | [Organization Name] |
| Customer Contact* | [Primary Contact Name and Role] |
| Service/Project Name* | [Name] |
| Contract Type* | [ ] Implementation Project [ ] SaaS Subscription [ ] Support & Maintenance [ ] Consulting Services |
| Contract Start Date* | [Date] |
| Planned Onboarding Completion* | [Target Date] |
| Account Manager | [Name] |
| Project Manager / Delivery Lead | [Name] |
| Swedwise Project ID | [Reference Number] |
Onboarding Objectives and Success Criteria
Primary Objectives:
Success Criteria (How will we know onboarding is complete?):
- All technical setup completed and tested
- Customer trained on key workflows
- Customer has access to support resources
- Initial service period successfully delivered
- Customer formally accepts completion
- Handoff to ongoing support/delivery team complete
- Other: _______________________________________
Onboarding Phases and Activities
Phase 1: Kickoff and Planning
Target Completion: [Date]
| Activity | Responsible | Target Date | Status | Actual Date | Notes |
|---|---|---|---|---|---|
| Schedule and conduct kickoff meeting | [ ] Not Started [ ] In Progress [ ] Complete |
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| Confirm project scope and objectives | [ ] Not Started [ ] In Progress [ ] Complete |
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| Confirm customer contacts and roles | [ ] Not Started [ ] In Progress [ ] Complete |
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| Review and sign onboarding plan | [ ] Not Started [ ] In Progress [ ] Complete |
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| Establish communication channels | [ ] Not Started [ ] In Progress [ ] Complete |
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| Set meeting cadence (weekly status, etc.) | [ ] Not Started [ ] In Progress [ ] Complete |
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| Complete customer information form | [ ] Not Started [ ] In Progress [ ] Complete |
Phase 1 Sign-off: _______________________ Date: _______
Phase 2: Technical Setup and Configuration
Target Completion: [Date]
| Activity | Responsible | Target Date | Status | Actual Date | Notes |
|---|---|---|---|---|---|
| Provision user accounts and access | [ ] Not Started [ ] In Progress [ ] Complete |
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| Configure service/system per requirements | [ ] Not Started [ ] In Progress [ ] Complete |
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| Integrate with customer systems (if applicable) | [ ] Not Started [ ] In Progress [ ] Complete |
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| Configure security and data controls | [ ] Not Started [ ] In Progress [ ] Complete |
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| Set up monitoring and alerting | [ ] Not Started [ ] In Progress [ ] Complete |
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| Conduct internal testing | [ ] Not Started [ ] In Progress [ ] Complete |
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| Document configuration as-built | [ ] Not Started [ ] In Progress [ ] Complete |
Phase 2 Sign-off: _______________________ Date: _______
Phase 3: Knowledge Transfer and Training
Target Completion: [Date]
| Activity | Responsible | Target Date | Status | Actual Date | Notes |
|---|---|---|---|---|---|
| Prepare training materials | [ ] Not Started [ ] In Progress [ ] Complete |
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| Conduct administrator training | [ ] Not Started [ ] In Progress [ ] Complete |
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| Conduct end-user training | [ ] Not Started [ ] In Progress [ ] Complete |
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| Provide access to documentation/resources | [ ] Not Started [ ] In Progress [ ] Complete |
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| Conduct hands-on exercises | [ ] Not Started [ ] In Progress [ ] Complete |
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| Answer questions and clarify workflows | [ ] Not Started [ ] In Progress [ ] Complete |
Training Attendees:
- _______________________ (Role: _____________)
- _______________________ (Role: _____________)
- _______________________ (Role: _____________)
Phase 3 Sign-off: _______________________ Date: _______
Phase 4: Pilot/Testing (if applicable)
Target Completion: [Date]
| Activity | Responsible | Target Date | Status | Actual Date | Notes |
|---|---|---|---|---|---|
| Define pilot scope and success criteria | [ ] Not Started [ ] In Progress [ ] Complete |
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| Execute pilot with customer | [ ] Not Started [ ] In Progress [ ] Complete |
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| Monitor pilot performance | [ ] Not Started [ ] In Progress [ ] Complete |
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| Gather customer feedback | [ ] Not Started [ ] In Progress [ ] Complete |
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| Address issues identified | [ ] Not Started [ ] In Progress [ ] Complete |
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| Validate pilot success criteria met | [ ] Not Started [ ] In Progress [ ] Complete |
Phase 4 Sign-off: _______________________ Date: _______
Phase 5: Go-Live and Stabilization
Target Completion: [Date]
| Activity | Responsible | Target Date | Status | Actual Date | Notes |
|---|---|---|---|---|---|
| Execute go-live plan | [ ] Not Started [ ] In Progress [ ] Complete |
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| Provide hypercare support (first week/month) | [ ] Not Started [ ] In Progress [ ] Complete |
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| Monitor initial production usage | [ ] Not Started [ ] In Progress [ ] Complete |
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| Address initial issues/questions | [ ] Not Started [ ] In Progress [ ] Complete |
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| Conduct post-go-live review | [ ] Not Started [ ] In Progress [ ] Complete |
Phase 5 Sign-off: _______________________ Date: _______
Phase 6: Transition to Ongoing Support
Target Completion: [Date]
| Activity | Responsible | Target Date | Status | Actual Date | Notes |
|---|---|---|---|---|---|
| Introduce customer to support team | [ ] Not Started [ ] In Progress [ ] Complete |
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| Explain support process and SLA | [ ] Not Started [ ] In Progress [ ] Complete |
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| Provide support contact information | [ ] Not Started [ ] In Progress [ ] Complete |
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| Transfer knowledge to support team | [ ] Not Started [ ] In Progress [ ] Complete |
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| Schedule first service review meeting | [ ] Not Started [ ] In Progress [ ] Complete |
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| Archive project documentation | [ ] Not Started [ ] In Progress [ ] Complete |
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| Conduct onboarding retrospective (internal) | [ ] Not Started [ ] In Progress [ ] Complete |
Phase 6 Sign-off: _______________________ Date: _______
Milestones
| Milestone | Target Date | Actual Date | Status | Dependencies | Risk Level |
|---|---|---|---|---|---|
| Kickoff Complete | [ ] Not Started [ ] Complete |
[ ] Green [ ] Yellow [ ] Red |
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| Setup Complete | [ ] Not Started [ ] Complete |
[ ] Green [ ] Yellow [ ] Red |
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| Training Complete | [ ] Not Started [ ] Complete |
[ ] Green [ ] Yellow [ ] Red |
|||
| Pilot Complete | [ ] Not Started [ ] Complete |
[ ] Green [ ] Yellow [ ] Red |
|||
| Go-Live | [ ] Not Started [ ] Complete |
[ ] Green [ ] Yellow [ ] Red |
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| Onboarding Complete | [ ] Not Started [ ] Complete |
[ ] Green [ ] Yellow [ ] Red |
Risks and Issues
| ID | Type | Description | Impact | Mitigation/Resolution | Owner | Status |
|---|---|---|---|---|---|---|
| 1 | [ ] Risk [ ] Issue |
[ ] High [ ] Medium [ ] Low |
[ ] Open [ ] Resolved |
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| 2 | [ ] Risk [ ] Issue |
[ ] High [ ] Medium [ ] Low |
[ ] Open [ ] Resolved |
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| 3 | [ ] Risk [ ] Issue |
[ ] High [ ] Medium [ ] Low |
[ ] Open [ ] Resolved |
Customer Feedback
Onboarding Experience Rating (completed at end):
- Excellent - exceeded expectations
- Good - met expectations
- Satisfactory - acceptable but room for improvement
- Poor - did not meet expectations
Customer Comments:
Lessons Learned / Improvement Opportunities:
Formal Sign-off
Customer Acceptance
We confirm that the onboarding activities outlined in this plan have been completed to our satisfaction and we are prepared to proceed with ongoing service.
Customer Representative: _______________________
Title: _______________________
Date: _______________________
Signature: _______________________
Swedwise Completion
We confirm that all onboarding activities have been completed, the customer has been successfully onboarded, and the service has been transitioned to ongoing support.
Project Manager / Delivery Lead: _______________________
Date: _______________________
Account Manager: _______________________
Date: _______________________
Document Control
Original Plan Created: [Date]
Last Updated: [Date]
Storage Location: [Project folder/SharePoint location]
Related Documents:
- Customer Contract: [Reference]
- Project Charter: [Reference]
- Service Level Agreement: [Reference]
- Support Handoff Document: [Reference]
Retention: Retain for duration of customer relationship + 2 years minimum
This form supports Swedwise's Quality Management System (ISO 9001) by ensuring consistent, effective customer onboarding that sets the foundation for long-term service success.
Quality Policy
SW-QMS-POL-001
SW-QMS-PRO-003
Document not found
Project Status Report Template
SW-QMS-FRM-003
Quality Policy
SW-QMS-POL-001
SW-QMS-PRO-003
Document not found
Project Status Report Template
SW-QMS-FRM-003