Account onboarding playbook

The account onboarding playbook guides account teams through the structured steps required to set up a new account, from initial configuration to activation. Use it to standardize onboarding and reduce setup errors across accounts.

• Initial setup
  This phase is meant to gather the initial information required onboard a customer. For example, gathering core information like onboarding manager name, key customer contact, internal and external stakeholders, their responsibilities, and so on.
• Data capture and validation
  This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements.
• Development and automation
  This phase is used to track and complete critical activities including account relationship management, maintenance scheduling, Service Level Agreement (SLA) definition, and Service Exchange installation (when required).
• Testing, training
  These phases are designed to involve customers in testing and confirm that they have received adequate training before the go-live date.
• Go-live and post support
  This phase addresses issues that arise at go-live and coordinates resolution across the relevant teams to complete the account onboarding process.