Standard Operating Procedure: Customer Onboarding

For: WordPress Masters ([WEBSITE_URL])
Effective Date: [DATE]
Purpose: Ensure a seamless and professional onboarding experience for customers engaging with WordPress Masters to connect with vetted WordPress experts. This SOP aims to establish trust, clarify expectations, and set the foundation for successful project delivery.

1. Purpose

To provide a structured, repeatable process for onboarding customers who seek WordPress development, design, or consulting services through the WordPress Masters platform. This SOP ensures alignment between customer needs, expert capabilities, and project outcomes.

2. Scope

This SOP applies to all new customers who sign up for services on [WEBSITE_URL]. It covers the process from initial contact through the first 90 days of engagement, including needs assessment, account setup, kickoff, and ongoing communication.

3. Definitions

• Customer: Any individual or organization purchasing services through WordPress Masters.
• Expert: A vetted WordPress professional listed on the WordPress Masters platform.
• Account Manager (AM): The primary point of contact for the customer during onboarding.
• Delivery Manager (DM): The individual responsible for overseeing the execution of the customer's project.

4. Responsibilities

5. Procedures

5.1 Initial Contact and Welcome Sequence

Objective: Establish rapport and provide a clear understanding of the onboarding process.

1. Trigger: Customer signs up on [WEBSITE_URL] or contacts sales via [EMAIL] or [PHONE].
2. Action Steps:
3. Sales Team sends a personalized welcome email within 1 business day, including:
   • Introduction to WordPress Masters and its value proposition.
   • Link to the onboarding guide and FAQs.
   • Contact details for the assigned Account Manager.
4. Account Manager follows up with a welcome call or email within 2 business days to:
   • Confirm receipt of the welcome email.
   • Schedule a needs assessment call.

Tools Used:
- CRM (e.g., HubSpot or Salesforce) for tracking customer interactions.
- Email automation tools (e.g., Mailchimp or ActiveCampaign).

5.2 Needs Assessment Process

Objective: Understand the customer's project requirements, budget, and timeline.

1. Action Steps:
2. Conduct a 30-minute needs assessment call. Key questions to address:
   • What is the primary goal of your WordPress project?
   • Do you have an existing WordPress site or are you starting from scratch?
   • What is your budget range? (Typical projects range from $1,500–$15,000.)
   • What is your desired timeline?
   • Are there specific features or integrations required (e.g., WooCommerce, custom plugins)?
3. Document responses in the CRM.
4. Share a summary of the call with the customer for confirmation.

Tools Used:
- Video conferencing (e.g., Zoom or Google Meet).
- CRM for documentation.

5.3 Account Setup Procedures

Objective: Ensure the customer has access to the platform and is ready to engage with experts.

1. Action Steps:
2. Create a customer profile in the WordPress Masters platform.
3. Assign a unique project ID and link it to the customer's profile.
4. Provide login credentials and a brief tutorial on how to use the platform.
5. Verify that the customer has uploaded all necessary project files (e.g., design mockups, content).

Tools Used:
- WordPress Masters platform.
- File-sharing tools (e.g., Google Drive or Dropbox).

5.4 Kickoff Meeting Agenda

Objective: Align on project scope, deliverables, and communication expectations.

1. Duration: 60 minutes.
2. Participants: Customer, Account Manager, Delivery Manager, Assigned Expert(s).
3. Agenda:
   - Introductions (5 minutes).
   - Review of project goals and requirements (15 minutes).
   - Confirmation of deliverables, timeline, and budget (20 minutes).
   - Communication cadence and escalation paths (10 minutes).
   - Q&A and next steps (10 minutes).

Deliverables:
- Finalized project scope document.
- Agreed-upon timeline and milestones.

5.5 Expectations Setting

Objective: Prevent misunderstandings by clearly defining roles, responsibilities, and boundaries.

1. Action Steps:
2. Provide the customer with a written expectations document, including:
   • Response times for inquiries (e.g., 1 business day).
   • Availability of experts (e.g., Monday–Friday, 9 AM–5 PM [TIMEZONE]).
   • Revision policies (e.g., up to 2 rounds of revisions per deliverable).
3. Confirm understanding during the kickoff meeting.

5.6 Communication Cadence

Objective: Maintain consistent and transparent communication throughout the project.

1. Weekly Updates:
   - Account Manager sends a project status email every Friday.
2. Bi-Weekly Calls:
   - Schedule 30-minute progress calls with the customer.
3. Escalation Path:
   - Urgent issues are escalated to the Delivery Manager within 4 hours.

5.7 Handoff Procedures Between Sales and Delivery

Objective: Ensure a seamless transition from sales to project execution.

1. Action Steps:
2. Sales Team provides the Account Manager with a detailed handoff document, including:
   • Customer profile.
   • Summary of initial discussions.
   • Any special requests or concerns.
3. Account Manager reviews the document and schedules an internal handoff meeting with the Delivery Manager.

5.8 30/60/90-Day Check-In Framework

Objective: Monitor customer satisfaction and project progress.

1. 30-Day Check-In:
   - Confirm initial deliverables are on track.
   - Address any early concerns.
2. 60-Day Check-In:
   - Review mid-project milestones.
   - Gather feedback on the expert’s performance.
3. 90-Day Check-In:
   - Conduct a project wrap-up call.
   - Request a testimonial or case study if the customer is satisfied.

6. Success Metrics

• Onboarding Completion Rate: 95% of customers complete onboarding within 7 business days.
• Customer Satisfaction Score (CSAT): Maintain a score of 4.5/5 or higher.
• Project Kickoff Timeliness: 90% of projects start within 5 business days of onboarding completion.
• Retention Rate: 80% of customers engage in repeat projects within 12 months.

7. Escalation Paths

8. Review Cadence

• Quarterly Review: The Operations Manager will review onboarding metrics and customer feedback to identify areas for improvement.
• Annual Review: Comprehensive review of the onboarding process to incorporate new tools, customer insights, and industry best practices.

This SOP is designed to ensure that WordPress Masters delivers a consistent and professional onboarding experience, setting the stage for successful project outcomes and long-term customer relationships.