Client Journey - Complete Guide
Welcome to the complete client journey documentation. This guide covers everything from initial onboarding through ongoing support.
Journey Phases
┌─────────────────────────────────────────────────────────────────────────────┐
│ CLIENT JOURNEY MAP │
├─────────────────────────────────────────────────────────────────────────────┤
│ │
│ PHASE 1 PHASE 2 PHASE 3 PHASE 4 │
│ ──────── ──────── ──────── ──────── │
│ │
│ ┌──────────┐ ┌──────────┐ ┌──────────┐ ┌──────────┐ │
│ │ PRE- │──────▶│ONBOARDING│──────▶│ ONGOING │──────▶│ OFF- │ │
│ │ONBOARDING│ │ │ │ SUPPORT │ │ BOARDING │ │
│ └──────────┘ └──────────┘ └──────────┘ └──────────┘ │
│ │
│ • Sales handoff • Technical • Maintenance • Data export │
│ • Requirements setup • Updates • Closure │
│ • Contract • Client • Support • Archiving │
│ • Info gathering training requests │
│ │
└─────────────────────────────────────────────────────────────────────────────┘
Document Index
Phase 1: Pre-Onboarding
| Document | Description |
|---|---|
| Pre-Onboarding | Sales handoff, requirements gathering, information collection |
Phase 2: Onboarding
| Document | Description |
|---|---|
| Technical Onboarding | Complete technical setup guide |
| Welcome Guide | Non-technical welcome guide for clients |
Phase 3: Ongoing Support
| Document | Description |
|---|---|
| Ongoing Support | Maintenance, updates, support procedures |
Phase 4: Offboarding
| Document | Description |
|---|---|
| Offboarding | Data export, account closure, archiving |
Quick Reference
Typical Timeline
| Day | Activity |
|---|---|
| 0 | Sales handoff, initial contact |
| 1 | Requirements gathering, info collection |
| 2 | Project setup |
| 3 | Configuration, branding |
| 4 | Testing and QA |
| 5 | Deployment, training |
| 6+ | Go-live, ongoing support |
Getting Started
New to the platform? Start here:
- Read the Pre-Onboarding checklist
- Review the Technical Onboarding guide
- Check out the Welcome Guide for end-users