The way you onboard a new client sets the tone for the entire relationship. A smooth, professional onboarding process signals competence, builds trust, and prevents the miscommunication that derails projects later.
Here's the checklist we recommend for web design and digital agencies.
Before the project starts
- ✓ Send and countersign the project agreement
- ✓ Collect the upfront deposit (50% recommended)
- ✓ Schedule the kickoff call
- ✓ Send the client a welcome email with timeline and next steps
- ✓ Create a shared client portal for the project
Kickoff call agenda
- ✓ Review project scope and deliverables
- ✓ Set communication expectations (response times, update frequency)
- ✓ Identify key stakeholders and decision makers
- ✓ Confirm milestone dates
- ✓ Walk the client through their portal and how to use it
First week setup
- ✓ Set up project management (tasks, timelines)
- ✓ Collect assets from the client (brand files, content, logins)
- ✓ Post the first update to the client portal
- ✓ Confirm file approval process
Ongoing (every project milestone)
- ✓ Post a status update to the portal
- ✓ Upload deliverables for approval
- ✓ Send milestone invoice
- ✓ Collect client feedback
Why client portals make onboarding easier
Instead of sending a dozen different emails, you can centralize everything in one place. New stakeholders can see the full project history. Clients can approve files and pay invoices without switching apps.
BuyerSuite creates a branded client portal in 30 seconds. Try it free →