Standard Operating Procedure (SOP): Customer Onboarding for YourData365

Purpose

To ensure a seamless, professional, and efficient onboarding experience for customers purchasing M365 Backup & Compliance services from YourData365. This SOP outlines the step-by-step process to transition customers from sales to delivery, establish clear expectations, and set the foundation for long-term success.

Scope

This SOP applies to all new customers of YourData365 who have signed contracts for M365 Backup & Compliance services. It covers the onboarding process from initial contact post-sale to the 90-day check-in.

Definitions

• M365: Microsoft 365, a suite of productivity tools including email, file storage, and collaboration tools.
• Backup & Compliance: Services ensuring data protection, retention, and adherence to regulatory requirements for M365 environments.
• Customer Success Manager (CSM): The primary point of contact responsible for customer onboarding and ongoing relationship management.
• Technical Delivery Team (TDT): The team responsible for configuring and deploying M365 backup and compliance solutions.

Responsible Parties

Procedures

1. Initial Contact and Welcome Sequence

Objective: Establish rapport, confirm customer details, and introduce the onboarding process.

1. Trigger: Signed contract received and verified by Sales.
2. Owner: Sales Representative.
3. Steps:
4. Send a personalized welcome email within 24 hours of contract signing. Include:
   • Introduction of the assigned CSM.
   • Overview of the onboarding process and timeline.
   • Link to the onboarding questionnaire ([WEBSITE_URL]/onboarding).
5. Schedule a 30-minute introductory call within 2 business days.
6. Share a digital welcome kit, including:
   • Service overview.
   • Contact directory (CSM, support, billing).
   • SLA terms and escalation process.
7. Tools: HubSpot CRM, Microsoft Teams, DocuSign.
8. Timeline: Complete within 2 business days of contract signing.

2. Needs Assessment Process

Objective: Understand the customer’s M365 environment, compliance requirements, and backup needs.

1. Owner: Customer Success Manager.
2. Steps:
3. Review the completed onboarding questionnaire.
4. Schedule a 60-minute discovery call within 5 business days of initial contact.
5. During the call, confirm:
   • M365 license type and user count.
   • Current backup and compliance challenges.
   • Regulatory requirements (e.g., GDPR, HIPAA, CCPA).
   • Desired recovery time objectives (RTO) and recovery point objectives (RPO).
6. Document findings in the customer profile within HubSpot CRM.
7. Tools: HubSpot CRM, Microsoft Teams, OneNote.
8. Timeline: Complete within 7 business days of contract signing.

3. Account Setup Procedures

Objective: Configure and test the M365 Backup & Compliance solution.

1. Owner: Technical Delivery Team.
2. Steps:
3. Verify customer’s M365 admin credentials and permissions.
4. Configure backup policies in the chosen backup solution (e.g., Veeam Backup for Microsoft 365, AvePoint, or SkyKick).
5. Set up compliance policies for data retention, eDiscovery, and auditing.
6. Perform initial backup and validate data integrity.
7. Provide customer with a summary report of the setup and initial backup status.
8. Tools: Veeam Backup for Microsoft 365, Microsoft Compliance Manager, PowerShell.
9. Timeline: Complete within 10 business days of contract signing.

4. Kickoff Meeting

Objective: Align on goals, review the onboarding process, and set expectations.

1. Owner: Customer Success Manager.
2. Agenda:
3. Welcome and introductions.
4. Review of customer needs and objectives.
5. Overview of backup and compliance setup.
6. SLA terms and escalation paths.
7. Next steps and 30/60/90-day plan.
8. Tools: Microsoft Teams, PowerPoint.
9. Timeline: Schedule within 12 business days of contract signing.

5. Expectations Setting

Objective: Clearly define roles, responsibilities, and timelines.

1. Owner: Customer Success Manager.
2. Steps:
3. Share a detailed onboarding timeline and deliverables.
4. Provide documentation on customer responsibilities (e.g., maintaining M365 admin credentials).
5. Confirm communication cadence (e.g., weekly updates during onboarding).
6. Tools: Email, Microsoft Teams.
7. Timeline: Complete during the kickoff meeting.

6. Communication Cadence

Objective: Maintain consistent and transparent communication.

1. Owner: Customer Success Manager.
2. Cadence:
   - Weekly email updates during onboarding.
   - Bi-weekly check-ins post-onboarding for the first 90 days.
   - Monthly check-ins thereafter.
3. Tools: HubSpot CRM, Microsoft Teams.
4. Escalation Path:
   - Tier 1: CSM.
   - Tier 2: Support Team.
   - Tier 3: Technical Delivery Team Lead.

7. Handoff Procedures Between Sales and Delivery

Objective: Ensure a smooth transition from Sales to Delivery.

1. Owner: Sales Representative and Customer Success Manager.
2. Steps:
3. Conduct a 15-minute internal handoff meeting.
4. Share key customer details:
   • Contract terms.
   • Customer objectives.
   • Special requirements or challenges.
5. Update customer profile in HubSpot CRM.
6. Tools: HubSpot CRM, Microsoft Teams.
7. Timeline: Complete within 2 business days of contract signing.

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

Objective: Monitor progress, address issues, and ensure customer satisfaction.

1. Owner: Customer Success Manager.
2. Steps:
   - 30-Day Check-In:
   • Confirm backup and compliance policies are functioning as expected.
   • Address any initial concerns.
   • 60-Day Check-In:
   • Review SLA performance metrics.
   • Provide training on reporting and self-service tools.
   • 90-Day Check-In:
   • Conduct a satisfaction survey.
   • Discuss long-term goals and potential upsell opportunities.
3. Tools: Microsoft Teams, SurveyMonkey.
4. Timeline: Complete within the first 90 days post-onboarding.

Success Metrics

• Onboarding Completion Rate: 100% of customers onboarded within 15 business days.
• Customer Satisfaction Score (CSAT): ≥ 90% satisfaction at the 90-day mark.
• First Backup Success Rate: ≥ 99% of initial backups completed without errors.
• Escalation Resolution Time: ≤ 48 hours for Tier 1 escalations.

Escalation Paths

1. Tier 1: Customer Success Manager ([EMAIL], [PHONE]).
2. Tier 2: Support Team ([EMAIL], [PHONE]).
3. Tier 3: Technical Delivery Team Lead ([EMAIL], [PHONE]).

Review Cadence

• Monthly: Internal review of onboarding metrics and customer feedback.
• Quarterly: Update SOP based on process improvements and customer insights.

This SOP is effective as of [DATE] and will be reviewed quarterly to ensure alignment with YourData365’s operational goals and customer needs.