Standard Operating Procedure: Customer Onboarding for Archive Compass

Effective Date: [DATE]
Prepared By: [REPRESENTATIVE_NAME], [REPRESENTATIVE_TITLE]
Approved By: [REPRESENTATIVE_NAME], [REPRESENTATIVE_TITLE]

Purpose

The purpose of this SOP is to establish a structured and repeatable process for onboarding new customers at Archive Compass, ensuring a seamless experience from initial contact through the first 90 days of service. This process is designed to build trust, clarify expectations, and set the foundation for long-term customer satisfaction and retention.

Scope

This SOP applies to all new customers who engage Archive Compass for records and archive finding services. It includes steps from initial contact to the 90-day check-in, covering internal handoffs, communication protocols, and escalation paths.

Definitions

• Customer Onboarding: The process of guiding new customers through the initial stages of their engagement with Archive Compass, including account setup, needs assessment, and service initiation.
• Kickoff Meeting: A structured meeting to align on goals, timelines, and deliverables.
• Escalation Path: A predefined process for addressing customer concerns or issues that arise during onboarding.

Responsibilities

Procedures

1. Initial Contact and Welcome Sequence

1. Trigger: Customer signs up via [WEBSITE_URL] or contacts [COMPANY_NAME] directly.
2. Sales Team Actions:
   - Send a personalized welcome email within 24 hours of sign-up, introducing the assigned Sales Representative. Use the email template stored in the CRM ([TOOL_NAME], e.g., HubSpot or Salesforce).
   - Schedule a 15-minute introductory call within 48 hours to confirm the customer's interest and gather preliminary information.
3. Tools Used: CRM system, email automation tool, scheduling software (e.g., Calendly).

2. Needs Assessment Process

1. Objective: Understand the customer's specific genealogy research needs and goals.
2. Sales Team Actions:
   - Conduct a 30-minute needs assessment call using the "Customer Discovery Questionnaire" (stored in the shared drive).
   - Key questions to address:
   • What specific records or archives are they seeking (e.g., birth certificates, immigration records)?
   • What is the geographic scope of their search (e.g., U.S., Europe, global)?
   • Are there any known challenges (e.g., language barriers, restricted archives)?
   • What is their budget range? (Typical price points: $500–$2,500 per project.)
   • Document responses in the CRM and flag any potential challenges for the Delivery Team.
3. Output: Completed Customer Discovery Questionnaire.

3. Account Setup Procedures

1. Trigger: Completion of the needs assessment.
2. Delivery Team Actions:
   - Create a customer profile in the CRM, including all information from the needs assessment.
   - Set up a shared project folder in [TOOL_NAME] (e.g., Google Drive, Dropbox) with the following subfolders:
   • "Customer Documents" (for any records provided by the customer).
   • "Research Updates" (for ongoing status reports).
   • "Final Deliverables."
   • Assign a dedicated Research Specialist to the account.
3. Timeline: Complete within 2 business days of needs assessment.
4. Tools Used: CRM system, file-sharing platform.

4. Kickoff Meeting Agenda

1. Objective: Align on goals, timelines, and deliverables.
2. Delivery Team Actions:
   - Schedule a 60-minute kickoff meeting within 5 business days of account setup.
   - Use the following agenda:
   1. Welcome and introductions (5 minutes).
   2. Review of customer goals and priorities (10 minutes).
   3. Overview of the research process and expected timelines (15 minutes).
   4. Explanation of deliverables (e.g., digital copies of records, research summaries) (10 minutes).
   5. Communication protocols and escalation process (10 minutes).
   6. Q&A and next steps (10 minutes).
      - Share meeting notes and action items within 24 hours.
3. Tools Used: Video conferencing platform (e.g., Zoom), project management software (e.g., Asana).

5. Expectations Setting

1. Delivery Team Actions:
   - Provide a written Service Agreement outlining:
   • Scope of work.
   • Estimated timelines (e.g., 4–6 weeks for U.S. records, 6–8 weeks for international records).
   • Pricing and payment terms.
   • Customer responsibilities (e.g., providing initial documents or information).
   • Ensure the customer signs the agreement before initiating research.
2. Tools Used: E-signature platform (e.g., DocuSign).

6. Communication Cadence

1. Delivery Team Actions:
   - Send bi-weekly email updates summarizing progress and any challenges.
   - Schedule monthly check-in calls to discuss updates and gather feedback.
2. Customer Success Actions:
   - Monitor customer satisfaction through periodic surveys (e.g., post-kickoff, 30/60/90-day check-ins).
3. Tools Used: Email, CRM system, survey tool (e.g., Typeform).

7. Handoff Procedures Between Sales and Delivery

1. Sales Team Actions:
   - Conduct a 15-minute internal handoff meeting with the Delivery Team to review the customer's profile and needs.
   - Provide all relevant documentation, including the Customer Discovery Questionnaire and any additional notes.
2. Delivery Team Actions:
   - Confirm receipt of all documentation and clarify any outstanding questions.
   - Notify the customer of the handoff and introduce the assigned Research Specialist.

8. 30/60/90-Day Check-In Framework

1. Customer Success Actions:
   - 30-Day Check-In:
   • Confirm that initial deliverables meet expectations.
   • Address any early concerns or questions.
   • 60-Day Check-In:
   • Review progress against timelines and goals.
   • Identify any adjustments needed to the research plan.
   • 90-Day Check-In:
   • Conduct a satisfaction survey.
   • Discuss potential follow-up projects or additional services.
2. Tools Used: CRM system, survey tool.

9. Success Metrics

• Customer Satisfaction Score (CSAT): Target score of 90% or higher.
• Onboarding Completion Rate: 100% of customers onboarded within 10 business days.
• Customer Retention Rate: 85% or higher after 90 days.
• Escalation Resolution Time: All escalations resolved within 3 business days.

10. Escalation Paths

1. Trigger: Customer expresses dissatisfaction or raises a significant issue.
2. Customer Success Actions:
   - Log the issue in the CRM and notify the Operations Manager within 1 business day.
   - Schedule a call with the customer to gather details and propose a resolution.
3. Operations Manager Actions:
   - Review the issue and determine corrective actions.
   - Escalate to senior management if unresolved within 3 business days.

Review Cadence

• This SOP will be reviewed quarterly by the Operations Manager to ensure it remains effective and aligned with business goals.
• Updates will be communicated to all relevant teams via email and documented in the shared drive.

Prepared By: [REPRESENTATIVE_NAME]
Approved By: [REPRESENTATIVE_NAME]
Date: [DATE]