Purpose


This procedure outlines the coordinated process between the Onboarding, Development, and Support teams for setting up a new client, ensuring a smooth transition from project kickoff through go-live.


Scope


Applies to all new client implementations, including both standard onboarding and those requiring new ERP integrations.


Procedure Steps


  1. Project Status Update
    Upon completion of the client kickoff, the client’s Trello card is moved from “Kickoff” to “New/Awaiting” by the Onboarding Coordinator.

  2. Onboarding Ticket Creation
    Glynis creates a Freshdesk Onboarding Ticket for the client and assigns it to JJ for coordination and initial setup.

  3. Backend Setup
    When all prerequisites are complete, the Implementation Specialist (JJ) proceeds with backend setup, including configuring Client, Locations, Carriers, and any other required system parameters.
    • During this step, JJ determines whether the client will require a New ERP Integration or will use an Existing Integration.
    • JJ will attempt to further Spec out the Technical Side of the Integration in order to provide a more thorough view of the needed Connections (Server/IP Addresses; Credentials; Methods of Connection; Testing/Workstation Connections; API Documentations; Text/Video Processing Information as is possible; and any pertinent Details that will shortcut the Dev Time involved).
  4. Integration Assignment (if applicable)
    • If a New ERP Integration is required:
      JJ creates and assigns a New Integration Ticket to Hans for development work.
      In parallel, JJ assigns the Client Onboarding Ticket to Mark for client-facing assistance and coordination.
      Hans and Mark will collaborate throughout the integration process, with Hans leading development and Mark managing client communication and information flow.
    • If using an Existing Integration:
      JJ skips the integration ticket creation and proceeds directly to Step 5.

  5. Onboarding Continuation and Testing
    JJ assigns the Onboarding Ticket to Mark for completion of the remaining implementation steps.

  6. Client Configuration and Go-Live
    Mark performs the following activities:
    • Adds necessary Business Rules.
    • Conducts testing of various scenarios.
    • Provides client training.
    • Finalizes all details according to the Registration Specification.
    • Pushes the client to Go-Live status upon successful completion.

Notes

  • Collaboration between Hans (Development) and Mark (Onboarding/Client Liaison) is critical for new ERP integrations.
  • This joint effort should continue, as it ensures effective communication, technical accuracy, and client satisfaction.