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SOP: Customer Onboarding Flow (Sales)

Once you’ve had an initial conversation with the customer and are ready to move forward with an order, you should begin the onboarding process.

Customer Onboarding

Follow the steps in HubSpot to create a new Customer Onboarding deal, this will initiate the onboarding workflow.

Important: No orders can be processed until the customer is fully onboarded. This is especially critical in the United States due to tax compliance requirements.

Contracts

Before initiating onboarding, consider the contractual setup:

  • A customer NDA is not required by default.
  • However, if the customer requests that we sign their NDA, please send it to Daisy or Jon for review.
  • Determine if we have a strategic direct relationship with the customer:
    • If yes, Daisy should send the End User Agreement.
    • If the customer requests we sign their MSA, please send it to Jon/Daisy for review.
  • If the relationship is through a partner, confirm who owns the contractual relationship and billing responsibilities.

We must understand this clearly before starting the onboarding process.

Order Form–Only Deals

If the opportunity is a one-off deal of low value, it may proceed on an Order Form–only basis, provided:

  • The Terms & Conditions are attached to the quote,
  • The customer signs off on the quote and T&Cs, and
  • Both Daisy and Jon are informed.

Even in this scenario, Finance must still onboard the customer before any order can be processed.

If this applies, skip directly to “Request Information” as the first onboarding stage in HubSpot.

HubSpot Workflow Stages

Ensure you select the correct stage in HubSpot to trigger the onboarding workflow.

The process will not progress until one of the following stages is selected:

  • Qualified & Send mNDA (optional for customers)
  • Request Information (always required)

At the Request Information stage:

  • Sonal will send the onboarding form (unless Sales specifies otherwise).
  • You may receive an automated HubSpot reminder to send the onboarding link, this can be ignored unless you intend to manage onboarding yourself.
    • If you choose to send it directly, please notify Daisy/Sonal that you’re handling onboarding, so no duplicate actions occur.

Information Required by Finance

Once the customer completes the onboarding link, the form is automatically sent to Sonal and Daisy.

Sonal will update HubSpot with the submitted details.

Finance requires the following to complete onboarding:

  • Sales Contact – Name, Email, Phone, Job Title
  • Finance Contact – Name, Email, Phone, Job Title
  • Physical Address
  • Billing Address
  • Payment Terms
  • Invoicing Currency
  • Business Registration Number
  • Tax ID / VAT
  • W9 Form
  • Bank Details
  • Credit Report (Finance will perform a credit check)

Once all required information is received, Sonal will mark the deal as “Onboarding Complete.”

Note: Until Finance completes onboarding and marks the customer as “Onboarded,” no deals can be closed and no orders processed.