BM-BD-P-25-002
1. Purpose #
1.1 Streamline client onboarding to seamlessly integrate new clients and internal projects, ensuring clear expectations, boosting satisfaction, and aligning the internal team.
2. Scope of Application #
2.1 This onboarding procedure applies to all newly signed external clients and to all internal Blih projects that require coordination across multiple departments, including:- Branding and visual identity design, Digital marketing (SEO, social media, content strategy), Advertising (TV, radio, print, and online media buying), Strategic communications and PR campaigns, Internal Blih marketing posts and related projects and Other marketing or communication consultancy services
2.2 The procedure is mandatory for all departments that directly or indirectly interact with clients or internal projects during execution.
3. Definition #
3.1 Client – A person or organization that has entered a service agreement with the company for marketing or communication services.
3.2 Onboarding – A structured process to introduce the client or internal stakeholder to systems, personnel, workflows, and expectations, ensuring a productive relationship.
3.3 Client Brief – A comprehensive document summarizing the client’s or internal stakeholder’s background, project objectives, brand guidelines, communication tone, timelines, and other relevant instructions.
3.4 CRM (Client Relationship Management System) – The internal system developed by the IT department to manage client or internal project data, tasks, meetings, contracts, and performance tracking.
3.5 Project Kickoff – The formal meeting at which project stakeholders agree on scope, objectives, timelines, roles, and the communication plan.
4. Responsibility #
4.1 Business Development Executive/Officer
4.1.1 Accurately input, track, and manage all lead information, interactions, and progress within the CRM system.
4.1.2 Develop and maintain strong relationships with clients through consistent and valuable communication, aiming to build trust and credibility.
4.1.3 Finalize the contract or agreement outlining the scope of work, deliverables, and terms of service. Finally, secure necessary signatures and announce to the finance department on collecting any initial payments.
4.1.4 Update CRM system to reflect the closed-won project status, including all contract details, project scope, and key client information.
4.1.5 Facilitate a smooth and comprehensive internal handover of the new client/project to the Account Manager ensuring all necessary information and context are transferred including a thorough brief on client expectations, historical interactions, and agreed-upon deliverables.
4.1.6 Formally initiate the client onboarding process by providing all necessary documentation and context to the Account Manager, ensuring seamless integration into the company’s workflow.
4.1.7 Maintain a supportive role during the initial onboarding phase, addressing any high-level client concerns or clarifications that may arise directly related to the provided services.
4.1.8 Gather initial feedback from the client on the onboarding experience to inform continuous improvement of the business development process.
4.2 Account Manager
4.2.1 Leads and manages the onboarding process for external clients and internal projects.
4.2.2 Gather all necessary documentation including the signed agreement or internal approval.
4.2.3 Collect client information through questionnaires or intake forms to understand their needs, goals, and expectations.
4.2.4 Gather all necessary documentation, access credentials, and any other relevant information.
4.2.5 Conducts the project kickoff meeting with the General Manager.
4.2.6 Prepares and delivers a Client/Project Brief to relevant departments.
4.2.7 Assign team members to the client’s project and set up necessary tools, accounts, and access permissions.
4.2.9 Provide any necessary training or knowledge transfer according to past project experiences.
4.2.10 Updates all relevant information in the CRM and schedules follow-ups. 4.2.11Conduct regular check-in meetings, provide ongoing support and Address any concerns or questions promptly.
4.3 Creative/Technology Department Head
4.3.1 Reviews the client Project Brief and translates it into internal creative tasks within own department.
4.3.2 Ensure that all resource including skills, tools and manpower is available to provide the client request on specific timeline i.e. eliminating overestimating deadlines to clients
4.3.3 Participates in onboarding meetings to clarify requirements.
4.3.4 Start the project based on agreed objectives and deadlines.
4.4 General Manager
4.4.1 Participates in strategic onboarding or kickoff sessions
4.4.2 Provides company-level alignment and establishes trust.
4.4.3 Approves escalated onboarding challenges or exceptions.
4.5 Finance Department
4.5.1 Reviews billing, invoicing, payment schedules for accuracy and according to the agreement and payment schedules request payments from clients. 4.5.2 Ensures all necessary resources and services are available by approving budgets related to onboarding clients. 4.5.3 Ensure client payment terms are understood and logged in the CRM and task management system.
4.6 IT Department 4.6.1 Ensure appropriate periodic maintenance is given to clients on boarding tools such as CRM and Task management. 4.6.2 Sets appropriate permissions, folder structures, and document versioning. 4.6.3 Ensures data security and compliance requirements are met.
5. Work flow #
5.1 Handoff and System Intake
5.1.1 For external clients, the Business Development Officer formally hands over the signed agreement, along with a comprehensive client brief and all relevant background information conducted during the client acquisition process to the Account Manager.
5.1.2 For internal projects, the Business Development Officer provides the Account Manager with the approved project brief and all supporting research and documentation.
5.1.3 The Account Manager shall access the client/internal project profile uploaded contracts, contacts, and initial project notes on the CRM.
5.1.4 Collect client information through questionnaire forms depending on the project scope(such as IRF) to understand their needs, goals, and expectations.
5.1.5 The Account Manager notifies the General Manager and relevant teams (Creative, Finance, IT) about the onboarding schedule and the upcoming project.
5.2 Project Kickoff Meeting
5.2.1 The Project Kickoff Meeting is a crucial step to integrating all stakeholders and ensure a clear understanding of the project’s foundation. 5.2.2 The meeting shall be conducted formally according to the meeting minute procedure.
Scheduling and Attendees
5.2.3 The Business Development Officer (BDO) shall schedule the Project Kickoff Meeting.
5.2.4 Attendees include the client/internal stakeholder, Account Manager, and General Manager.
5.2.5 The meeting shall adhere to the company’s meeting minute procedure guidelines to ensure standardized documentation and adherence.
5.2.6 Meeting Agenda:
* Company introduction and team overview
* Project scope, objectives, and milestones
* Communication plan and reporting frequency
* Roles and responsibilities
* Risks, constraints, and escalation processes
5.3 Internal Briefing Session
5.3.1 The account manager shall schedule an internal onboarding session with all stakeholders.
5.3.2 The account manager shall also prepare a detailed Client/Project brief to the internal team reviewing objectives, deliverables, brand guidelines, KPIs, deadlines, and budgets.
5.3.2 Break down the client requirement into tasks and integrate the assigned tasks with the task management system.
5.4 Client or Internal Welcome Packet
5.4.1 The account manager shall send a welcome email with team member names, roles Project timeline or Gantt chart, agreed communication tools, document sharing instructions and reporting schedule
5.5 Documentation and CRM Update
5.5.1 The account manager shall upload all onboarding materials to the CRM or shared server.
5.5.2 Mark the client/project status as “Onboarded” and assign task owners.
5.6 Ongoing Monitoring and Support
5.6.1 The account manager shall schedule weekly or biweekly follow-ups depending on project size.
5.6.2 The Monitoring shall progress via project management systems (CRM and Task management) and the designated communication channels.
5.6.3 The Business Development Officer shall gather feedback throughout the onboarding process to identify areas for improvement.
5.6.2.Escalate issues shall be reported to the General Manager as required.
6. Generating records #
6.1 << Client welcoming pockets>> 6.2 <<Client request forms>>
7. Reference documents #
7.1 <<Kick off meeting minutes>> 7.2 << Generated Records (meeting notes, design approvals, feedback reports) 7.3 <<CRM records>>
8. Relevant documents #
8.1 << BM-BD-P-001 Client acquisition procedure>>