Template Best Practices

Day 1: Welcome email + Form 1 + Form 2 + Doc request
Day 1: Training invite + Setup guide + Meeting request
Day 2: Reminder email + Follow-up email
Day 2: Another form + Another doc request
(Customer feels overwhelmed and disengaged)

Day 1: Welcome email with clear next steps
Day 3: Single form for technical requirements
Day 5: Document request with examples
Day 7: Training invite (plenty of time to prepare)
(Customer feels guided, not bombarded)

Hi, we're excited to get started with your implementation.
In this phase we'll be working on technical setup which
includes platform configuration, integration setup, and data
migration. You'll need to provide us with your API credentials,
logo files, and user list. We'll also schedule a training
session and... (300 more words)

Hi {{name}}! Let's get started with your technical setup.

**This week, we'll handle:**
- Platform configuration
- Integration setup
- Data migration

**You'll need to provide:**
- API credentials (via secure form)
- Logo files (min 500x500px)
- User list (CSV template attached)

**Next steps:**
1. Complete the technical form [link]
2. Upload logo [link]
3. Schedule training [link]

Questions? Reply to this email or schedule time: [calendar link]

**Implementation Phase (2-3 weeks)**

During this phase, our technical team will configure your platform
and integrate with your existing tools.

**What you'll do:**
- Provide technical requirements (form below)
- Grant API access for integrations
- Review and approve configuration

**What we'll do:**
- Set up your platform instance
- Configure integrations
- Test all functionality
- Prepare for training

**Timeline:**
- Week 1: Technical setup
- Week 2: Integration testing
- Week 3: Final configuration and approval

We'll send you updates every Monday. Have questions?
Contact {{csm_name}} at {{csm_email}}

Action 1: Welcome Email (Day 0, immediate)
├── Personalized greeting
├── What to expect in onboarding
├── Link to customer portal
├── CSM introduction and contact info
└── Clear CTA: "View your implementation timeline"

Action 2: Portal Introduction (Day 0, immediate)
├── Portal appears in customer account
├── All milestones visible
└── First action ready (form or doc request)

Action 3: Kickoff Meeting Invite (Day 0, 24hr delay)
├── Calendar link for scheduling
├── Agenda for kickoff call
├── Pre-work if any
└── Duration: 60 minutes

Action 4: Pre-Kickoff Form (Day 1, 48hr delay)
├── Gather key info before call
├── Use case, goals, stakeholders
└── Due before kickoff call

Action 5: Kickoff Call (Day 3-5, manual)
├── CSM-led call
├── Review timeline
└── Answer questions

Action 1: Technical Requirements Form (Day 0, immediate)
├── Integration details
├── API credentials
├── Configuration preferences
└── Auto-complete on submission

Action 2: Setup Instructions Email (Day 2, 48hr delay)
├── Sent after form submission
├── Next steps based on their answers
├── Documentation links
└── Expected timeline

Action 3: Integration Testing Document (Day 5, manual)
├── CSM completes platform setup
├── Requests customer validation
└── Upload test results

Action 4: Setup Review Call (Day 7, manual)
├── Walk through configuration
├── Answer technical questions
└── Get sign-off to proceed

Action 1: Training Schedule Email (Day 0, immediate)
├── All training session dates
├── Who should attend each
├── Pre-training materials
└── Calendar invites

Action 2: Pre-Training Materials (Day 2, 48hr delay)
├── Video tutorials
├── Documentation links
├── Hands-on exercises
└── What to prepare

Action 3: Training Session 1 (Day 7, manual)
├── Admin training (60-90 min)
├── Platform navigation
├── Core features
└── Q&A

Action 4: Training Homework (Day 8, 24hr delay)
├── Practice exercises
├── Scenarios to complete
└── Due before next session

Action 5: Training Session 2 (Day 14, manual)
├── Advanced features (60-90 min)
├── Best practices
├── Use case walkthroughs
└── Q&A

Action 6: Certification Assessment (Day 15, 24hr delay)
├── Optional certification quiz
├── Validates knowledge
└── Badge for completion

Action 1: Pre-Launch Checklist (Day 0, immediate)
├── All prerequisites listed
├── Customer marks items complete
├── Gate for launch approval
└── Form with checkboxes

Action 2: Launch Readiness Review (Day 3, manual)
├── CSM validates checklist
├── Discusses any gaps
├── Sets launch date
└── Meeting (30-45 min)

Action 3: Go-Live Communication (Day 5, manual)
├── Sent 24hrs before launch
├── What to expect on launch day
├── Support escalation process
└── Celebration tone!

Action 4: Launch Day Support (Day 6, manual)
├── CSM available all day
├── Monitor for issues
├── Quick response time
└── Internal action (not customer-facing)

Action 5: Post-Launch Check-in (Day 7, 24hr delay)
├── "How did launch go?" email
├── Collect feedback
├── Address any issues
└── Celebrate success

Action 6: 30-Day Success Review (Day 36, 30-day delay)
├── Review metrics and usage
├── Discuss wins and challenges
├── Plan for optimization
└── Meeting (45-60 min)

Template: Standard SaaS Onboarding
Version: 3.2
Last Updated: 2024-03-15
Owner: Sarah Johnson (CS Ops)

Changelog:
- v3.2 (2024-03-15): Added pre-kickoff form, reduced training from 3→2 sessions
- v3.1 (2024-02-01): Adjusted delays based on Q1 data
- v3.0 (2024-01-01): Major restructure - split setup into two milestones