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SOP-03: Client Onboarding & Project Delivery Protocol

The AutomationSurgeon's Client-First Treatment Process
Version 3.0
Owner Founder
Purpose This document outlines the complete Client journey from initial consultation through treatment delivery and follow-up care. It ensures a consistent, professional experience that builds trust and maximizes Client satisfaction.

1. Phase 1: Client Onboarding (Pre-Treatment Preparation)

Objective: To efficiently gather all necessary information and set proper expectations for a smooth treatment process.

1.1. Treatment Confirmation & Onboarding

Trigger: Client approves treatment plan and pays 50% deposit.

Actions: - [ ] Send automated "Treatment Confirmed" email. - [ ] Create Client record in CRM. - [ ] Send link to the Client Onboarding Questionnaire. - [ ] Schedule kickoff call (or Proposal Meeting for Tier 2+ projects).

1.2. Secure Credential Handling

Critical Security Protocol: Never accept passwords or sensitive credentials via email.

Method: Use a secure, one-time secret sharing tool (as mandated in SOP-04).

Instructions: Provide clear instructions to the Client on how to use the secure portal.

1.3. Treatment Kickoff Call / Proposal Meeting

  • Tier 1 Treatments (Direct Kickoff): 30-minute call to confirm scope and technical details.
  • Tier 2+ Projects (Proposal Meeting): This is the second, dedicated meeting defined in SOP-02 to finalize the scope, answer questions, and secure the contract.

Agenda: - Welcome & Treatment Overview (5 min): Confirm treatment plan and timeline. - Symptom Deep-Dive (15 min): Review questionnaire and discuss operational challenges and growth bottlenecks. - Technical & Security Discovery (10 min): Review integration points and security protocols, reinforcing the enterprise-grade approach mentioned in SOP-00_Core_Principles.md. - Growth Impact Assessment (5 min): Discuss expected revenue impact and competitive advantages the treatment will deliver.

Deliverables: Confirmed scope, timeline, system access, and success metrics.

2. Phase 2: Treatment Development (5-Business-Day Promise)

Objective: To deliver the prescribed automation solution within the promised timeline while maintaining high quality and Client communication.

2.1. Development & Mid-Treatment Update

Process: The development follows a structured 5-day plan, including system analysis, workflow design, integration, and testing.

Mid-Treatment Update (Day 3): A crucial touchpoint to build trust and prevent scope creep. A Loom video and email are sent from Anton to demonstrate progress and request feedback.

2.2. Acceptance Criteria

  • Testing: Pass/fail tests on all trigger, input, and output paths.
  • Error Handling: Graceful retry logic or alert notifications are implemented.
  • Metrics: Baseline and success metrics are captured or documented.
  • Rollback: The prior state (if any) is exported and stored securely.

3. Phase 3: Treatment Delivery & Handoff

Objective: To provide a comprehensive delivery package that ensures the Client can successfully implement and maintain their new automation.

3.1. Final Delivery Package

Components: - Comprehensive Loom Video Walkthrough: 5-10 minute detailed explanation from Anton - Written Documentation: Step-by-step user guide - System Access Information: All necessary credentials - n8n Workflow JSON Export(s) - (Optional) Enterprise Assets: Link to Azure DevOps Repo, Security Hardening Report, etc.

3.2. 14-Day Support Window

Scope: The 14-day support period is strictly for bug fixes, not enhancements. This boundary is critical to maintaining the productized service model.

  • Bug Fixes (Included): Workflow failures, credential issues, configuration problems.
  • Enhancements (Not Included): New features, additional integrations, process modifications. These require a new proposal or the use of SOP-44: Change Management Protocol (to be created).

Protocol: A clear protocol is followed to assess whether a request is a bug or an enhancement, ensuring scope is managed effectively.

4. Phase 4: Follow-up Care & Long-Term Value

Objective: To ensure long-term success and build the foundation for future treatments.

4.1. Proactive Check-ins

  • Day 7: An automated email with a performance report is sent to demonstrate ongoing care and highlight growth impact achieved.
  • Day 14: A final check-in email includes a satisfaction survey, growth impact assessment, and a request for a testimonial.

4.2. Day 14 Final Support Check-in

Purpose: Ensure complete satisfaction, gather testimonials, and introduce the referral program.

Method: Personal email from Anton

Content: - Final performance report - Satisfaction survey request - Testimonial request - A brief note introducing the Client Referral Program (as detailed in SOP-28_Referral_Program_Protocol.md). - Future treatment recommendations

5. Quality Assurance & Risk Management

  • Success Metrics: Treatment success is measured against predefined metrics for Client satisfaction, on-time delivery, and system uptime.
  • Process Improvement: A weekly, monthly, and quarterly review cycle is used to analyze metrics and identify opportunities for process optimization.
  • Risk Management: Common technical and Client-related risks are identified, with clear mitigation strategies and emergency procedures in place.