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Agencies

Client operations for agencies: ready before you start, closed when you finish

A new client signs, the team is excited, and the first two weeks go on chasing logins, missing briefs and a kickoff with half the information. When a client leaves, nobody's quite sure who still has access to what. We build client operations with an owner for every onboarding item, a clear “ready to start”, and offboarding that removes every access when the work ends.
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New client C-31 · retainerownerstatusAgreement and scope signedagency principaldoneBrief and goals agreedaccount leaddoneAds account accessclient marketing leadchased day 2doneAnalytics accessclient marketing leaddoneBilling contact on filefinancedoneNot ready: work can't start✓ Ready to startKickoff booked, team assignedMonths later · engagement endsAll 4 accesses removed, files archived

What “ready to start” means

Agreed with you, the same for every new client, and visible to everyone who needs it.

  1. 01

    Scope signed

    What's in, what isn't

    The team starts from the agreed scope, not from what someone remembers from the sales call.

  2. 02

    Brief and goals agreed

    What success looks like

    Written down before work begins, so reports later measure the right thing.

  3. 03

    Access confirmed

    Every account the work needs

    Each one with an owner on the client side, chased until it's done.

  4. 04

    Team assigned

    One owner for the client

    Everyone knows who leads, who delivers and who the client calls.

An owner for everything

Agreement and scopeagency principalnothing starts
Brief and goalsaccount leadkickoff waits
Platform accessclient's named contactreminders, then the account lead calls
Billing contactfinanceflagged before the first invoice
Offboardingaccount leadaccess removal checked by operations

A scramble, or a routine

Every client a scramble

  1. 01Logins chased by email for weeks
  2. 02Kickoffs with half the information
  3. 03Scope remembered differently by sales and delivery
  4. 04Old clients still able to log in

The first month sets the tone, and it's set by chasing.

Every client a routine

  1. 01A checklist with owners and dates
  2. 02Work starts when the client is ready
  3. 03Scope and brief on file from day one
  4. 04Access removed when the work ends

New clients feel looked after from the first week.

A good fit if you onboard clients often

Good fit

  • You start with new clients every month.
  • Onboarding depends on one person's checklist.
  • You're not certain who still has access to former clients' accounts.

Not the right fit yet

  • A few long-term clients and new ones rarely.
  • Your project tool's built-in template already covers it.

Related

Make the first month the best month

Tell us how a new client gets started with you today. We'll show you the onboarding we'd build, and how offboarding would close it out.

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