Agency Client Onboarding SOP Template

Send the signed contract and deposit invoice

Confirm with finance that the deposit has been received (or the payment link has been sent). Send the client a welcome email with the fully executed contract as a PDF, a brief timeline overview, and what to expect in the next 48 hours. Do not begin any discovery or project work until the deposit is confirmed — ambiguity here sets a bad precedent.

Create the client folder in shared storage

In Google Drive (or SharePoint), create a new client folder using your agency's standard naming convention (e.g., ClientName_YYYYMM). Inside, create the standard subfolders: Contracts, Deliverables, Assets, Meeting Notes, Invoices. Set sharing permissions so only team members and the client contact have access.

Set up the project in your PM tool

Create a new project from your agency's project template. Add all relevant team members with correct roles and notification settings. Set up the milestone timeline based on the contracted deliverable dates. Link the client folder to the project. This is the operational nerve center — everything should be traceable from here.

Send the onboarding questionnaire

Send the client your standard onboarding questionnaire covering: brand guidelines, target audience, competitors, goals for this engagement, internal stakeholders, and approval processes. Give them a 3-business-day deadline to return it. This document drives discovery and protects you when scope questions arise — if the brief changed after the questionnaire, that's a scope conversation.

Schedule the kickoff call

Send a calendar invite for a 45–60 minute kickoff within 5 business days of contract signing. Include an agenda covering: introductions, project scope and timeline review, communication cadence, deliverable approval process, and Q&A. Share the agenda in the invite so the client arrives prepared.

Add the client to Slack or your comms channel

Create a dedicated Slack channel (or equivalent) named with the client name. Invite the client's primary contact and all internal team members. Send a brief welcome message in the channel establishing: how you'll use the channel, response time expectations, and who to tag for what. Establishing comms norms upfront prevents miscommunications later.

Conduct the kickoff call and confirm deliverables

Run the kickoff call using your agenda. During the call: confirm deliverables and timeline, establish the approval process (who signs off, how many revision rounds), and clarify any open questions from the questionnaire. Record the call if the client consents. The most important outcome is written agreement on scope — verbal alignment is not enough.

Share the project timeline with the client

After the kickoff, share a written project timeline document with milestones, deliverable due dates, and client review deadlines. This document prevents the "I didn't know when that was due" conversation. Send it as a shared Google Doc so any timeline changes are visible to both parties with edit history.

Record and file kickoff notes in the shared folder

Write up the kickoff notes within 24 hours while memory is fresh. Include: key decisions made, open questions with owners and due dates, any scope clarifications, and next steps. Save to the client's Meeting Notes folder and share with the client for confirmation. These notes are your paper trail if disputes arise later.