How We Automated 90% of Our Client Onboarding Process
Client onboarding used to be our biggest bottleneck. Every new client meant juggling email threads, duplicate data entry, and too many steps that relied on memory or manual follow-up.
That’s changed. Today, 90% of our onboarding runs automatically — giving clients a smooth, consistent start and freeing us up to focus on delivering value, not shuffling paperwork.
Here’s a detailed breakdown of how we built it, the tools we used, and how you can do it too — even if you’re not technical.
Why Automate Onboarding?
First impressions matter. A smooth onboarding:
- Builds trust
- Reduces churn
- Speeds up time-to-value
- Lowers support requests
Manual onboarding is slow, inconsistent, and error-prone. Automation makes it reliable, scalable, and personal — at the same time.
The Onboarding Workflow We Built
Here’s the exact flow we implemented — mostly using no-code tools:
1. Proposal Signed (Trigger Event)
- Tool: PandaDoc (could also be HelloSign, Dubsado, etc.)
- When the client signs, it triggers the entire workflow.
2. Contract + Payment
- Tool: Stripe + Zapier
- Client is auto-redirected to pay (deposit or full).
- Upon payment, a record is created in Airtable + Slack alert sent.
3. Welcome Email with Resources
- Tool: Gmail + Zapier
- A branded email with a welcome message, next steps, and a link to the onboarding form goes out instantly.
4. Onboarding Form Submitted
- Tool: Typeform
- Client fills in business info, goals, access credentials, etc.
- Responses auto-feed into Airtable (our central database).
5. Internal Tasks Created
- Tool: ClickUp + Zapier
- Based on form responses, tasks are generated for our team (e.g. set up dashboard, schedule kickoff call).
6. Kickoff Call Booked
- Tool: Calendly
- Client picks a time via a scheduling link in the welcome email.
- Event is synced to our Google Calendar + Slack alert is triggered.
7. Client Folder Auto-Created
- Tool: Google Drive + Make
- A new Drive folder is created with the client’s name and template subfolders (Assets, Notes, Reports).
- Form submissions and uploads get auto-sorted here.
The Results
- Time saved per client: ~2 hours
- Error reduction: Drastically fewer missed steps or miscommunication
- Client feedback: “That was the smoothest onboarding I’ve experienced”
- Team load: Our VA now spends 10 minutes max per client
Lessons Learned
- Automate outcomes, not just actions. Don’t just “send an email” — aim to “prepare the client fully for kickoff.”
- Use tools that integrate well. Zapier, Make, and Airtable are automation gold.
- Maintain a manual override. We built in checkpoints where we can step in if needed (e.g. payment not received).
Start Small: Your Minimum Viable Onboarding Automation
If you’re not ready to automate the full flow, start with:
- ✅ Auto-send a welcome email after payment
- ✅ Use a form to collect intake info
- ✅ Create a client folder with pre-made templates
- ✅ Set task reminders for key team actions
Even that saves you hours and ensures nothing slips through the cracks.
Final Thought: Onboarding Is an Experience
Automation doesn’t mean robotic. With smart triggers and thoughtful content, your onboarding can feel even more personal — because it’s intentional, timely, and consistent.
Want the Template We Use?
Grab our plug-and-play onboarding stack (forms, emails, automations) to customize for your business and onboard clients with ease.