# Customer onboarding SOP template ## How to use this template - Fields written as `[fill in: ...]` are blanks — replace each one with the value for your process. - Lines starting with `>` are guidance, not part of the SOP — delete them once you've filled in the real content. - Recording this process in Ledgerium generates a filled-in version of this SOP automatically. ## Document control - Process owner: [fill in: process owner] - Version: [fill in: version] - Effective date: [fill in: effective date] - Last reviewed: [fill in: last reviewed date] - Approved by: [fill in: approver name or title] ## Applies to / Use when > Who uses it: Customer success and onboarding specialists, implementation managers, and the ops lead who owns time-to-value. Sales references it at the deal handoff. > When to use it: Use it when onboarding new CS hires, standardizing activation across the team, or reducing time-to-value for new customers. - Applies to: [fill in: who this applies to in your organization] - Use when: [fill in: when your team should follow this procedure] ## Purpose > Why the procedure exists and the activation outcome it drives. [fill in: purpose details] ## Scope > Which customer types and plans the procedure covers. [fill in: scope details] ## Roles > Who provisions, configures, runs kickoff, and confirms activation. [fill in: roles details] ## Procedure > The ordered steps from signed deal to confirmed first value. [fill in: procedure details] ## Exceptions > How to handle delayed access, billing issues, and stalled activations. [fill in: exceptions details] ## Records > What is logged in the CRM and where activation is confirmed. [fill in: records details] ## Worked example — steps from a real recording > Example steps from a real recording — replace with your own. 1. **Receive the signed deal** — Trigger onboarding from the closed opportunity in the CRM. 2. **Provision the account** — Create the account and set up access in the product console. 3. **Configure and bill** — Apply configuration and connect billing to the plan. 4. **Run kickoff and handoff** — Hand from sales to success and confirm the first goal. 5. **Confirm activation** — Verify the customer reached first value and close onboarding. 6. [fill in: step] 7. [fill in: step] ## Review checklist — common mistakes to avoid - [ ] Treating onboarding as one team’s task when it spans several - [ ] Omitting the handoff points where customers wait longest - [ ] Letting the checklist describe a flow nobody follows ## Limitations of this template A template is a starting structure. Your real handoffs and systems are captured best by recording an actual onboarding rather than filling in a blank outline. --- Template: https://ledgerium.ai/sop-templates/customer-onboarding-sop-template · Generated automatically from a real recording, or fill in by hand. Template last updated: June 2026 From Ledgerium recordings: A generated onboarding SOP captures the cross-team handoffs where new customers actually wait, which a template written from one team’s view usually leaves out. See the full recorded workflow: https://ledgerium.ai/workflow-library/customer-onboarding-workflow