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.
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