Standard Operating Procedure (SOP): Customer Onboarding for Carmel One

Purpose:
To establish a structured, repeatable, and customer-centric onboarding process that ensures a seamless experience for clients using Carmel One’s travel guide services. This SOP is designed to build trust, set clear expectations, and maximize customer satisfaction and retention.

Scope:
This SOP applies to all new customers who purchase travel planning services or packages through [WEBSITE_URL]. It covers the process from initial contact through the first 90 days of engagement, ensuring a smooth transition from sales to delivery and ongoing client satisfaction.

Responsible Parties:
- Sales Team: Responsible for initial contact, needs assessment, and handoff to the delivery team.
- Customer Success Manager (CSM): Primary point of contact for onboarding, account setup, and ongoing communication.
- Delivery Team: Responsible for executing the travel planning services and delivering itineraries.
- Escalation Manager: Handles any issues that cannot be resolved by the CSM or Delivery Team.

1. Initial Contact and Welcome Sequence

Objective:
To create a positive first impression and establish a foundation of trust and professionalism.

Steps:

1. Welcome Email:
   - Send a personalized welcome email within 24 hours of purchase.
   - Include:

   • A thank-you message.
   • Overview of the onboarding process.
   • Introduction to the Customer Success Manager (CSM).
   • Link to schedule the kickoff meeting.

2. Welcome Call (Optional for Premium Packages):
   - Schedule a 15-minute welcome call to introduce the CSM and answer any immediate questions.
   - Use this opportunity to confirm the client’s preferred communication method (email, phone, or video).

Tools:
- Email automation platform (e.g., Mailchimp, HubSpot).
- Scheduling tool (e.g., Calendly).

2. Needs Assessment Process

Objective:
To gather detailed information about the client’s travel preferences, goals, and constraints to tailor the service.

Steps:

1. Send Needs Assessment Form:
   - Email a digital form (e.g., Google Forms, Typeform) within 24 hours of the welcome email.
   - Include questions on:

   • Travel dates and duration.
   • Budget range (e.g., $2,000–$5,000, $5,000–$10,000).
   • Interests (e.g., wine tours, art galleries, hiking).
   • Accommodation preferences (e.g., boutique hotels, vacation rentals).
   • Dietary restrictions or special needs.

2. Review Form Responses:
   - The CSM reviews the form within 48 hours of submission.
   - Flag any special requests or potential challenges for discussion during the kickoff meeting.

Tools:
- Digital form platform (e.g., Typeform).
- CRM system (e.g., Salesforce, Zoho) for storing client data.

3. Account Setup Procedures

Objective:
To ensure all client information is accurately recorded and accessible to the delivery team.

Steps:

1. Create Client Profile in CRM:
   - Input all collected data into the CRM system.
   - Assign the client to the appropriate service tier (e.g., Basic, Premium, VIP).

2. Set Up Payment and Billing:
   - Verify payment details and confirm the billing schedule.
   - Send a receipt and payment confirmation email.

3. Assign Delivery Team:
   - Notify the delivery team of the new client and share the client profile.

Tools:
- CRM system.
- Payment processing platform (e.g., Stripe, Square).

4. Kickoff Meeting Agenda Template

Objective:
To align expectations, clarify deliverables, and establish a communication plan.

Agenda:

1. Welcome and Introductions:
   - Introduce the CSM and Delivery Team (if applicable).

2. Review Needs Assessment:
   - Confirm travel dates, budget, and preferences.

3. Outline Deliverables:
   - Discuss the timeline for itinerary drafts and finalization.
   - Explain what is included in the package (e.g., 3-day itinerary, dining reservations).

4. Set Expectations:
   - Clarify response times (e.g., 24-hour email response).
   - Discuss any limitations (e.g., availability of certain activities).

5. Next Steps:
   - Confirm the date for the first itinerary draft.
   - Provide contact information for the CSM.

Duration: 30–45 minutes.
Tools: Video conferencing platform (e.g., Zoom).

5. Communication Cadence

Objective:
To maintain consistent and proactive communication throughout the onboarding process.

Schedule:

• Weekly Updates (First 30 Days):

• Send a brief email update every Friday summarizing progress and next steps.

• Bi-Weekly Updates (Day 31–90):

• Transition to bi-weekly updates after the first month.

• Ad-Hoc Communication:

• Respond to client inquiries within 24 hours.

Tools:
- Email platform.
- Project management tool (e.g., Asana, Trello) for tracking deliverables.

6. Handoff Procedures Between Sales and Delivery

Objective:
To ensure a seamless transition from the Sales Team to the Delivery Team.

Steps:

1. Internal Handoff Meeting:
   - Schedule a 15-minute meeting between the Sales Team and CSM.
   - Review the client’s profile, preferences, and any flagged issues.

2. Handoff Email to Client:
   - Send an email introducing the Delivery Team.
   - Include a summary of the kickoff meeting and next steps.

7. 30/60/90-Day Check-In Framework

Objective:
To ensure client satisfaction and address any concerns at key milestones.

Schedule:

• 30-Day Check-In:
• Confirm the client has received the first itinerary draft.

• Gather feedback and make adjustments as needed.

• 60-Day Check-In:

• Ensure all deliverables are on track.

• Address any additional requests or changes.

• 90-Day Check-In:

• Conduct a satisfaction survey.
• Discuss renewal or upsell opportunities (e.g., additional services).

Tools:
- Survey platform (e.g., SurveyMonkey).

8. Success Metrics

Objective:
To measure the effectiveness of the onboarding process.

Metrics:

• Client Satisfaction Score (CSAT): Target: 90% or higher.
• Onboarding Completion Rate: Target: 100% within 14 days.
• Response Time: Target: 24 hours for all client inquiries.
• Renewal Rate: Target: 80% for Premium and VIP clients.

9. Escalation Paths

Objective:
To resolve issues promptly and minimize client dissatisfaction.

Steps:

1. First-Level Escalation:
   - The CSM addresses the issue within 24 hours.

2. Second-Level Escalation:
   - If unresolved, escalate to the Escalation Manager.
   - Schedule a call with the client within 48 hours.

3. Final Escalation:
   - If the issue remains unresolved, escalate to the Operations Manager.

10. Review Schedule

Objective:
To continuously improve the onboarding process.

Schedule:

• Monthly Review:

• The Customer Success Team reviews onboarding metrics and client feedback.

• Quarterly Update:

• Update the SOP based on trends and feedback.

This SOP is designed to ensure a seamless and professional onboarding experience for clients of Carmel One. By following these steps, [COMPANY_NAME] can build lasting relationships and maintain a high standard of service.