Pre-Onboarding Checklist

COMPLETE THIS CHECKLIST BEFORE YOUR OFFICE CUSTOMER’S START DATE. THEN FILE IN CUSTOMER E-FILE.

COMPANY NAME: _________________________________________

COMPANY ACCOUNT NUMBER: _________________________________________

HANDOVER FROM SALES

❑ Check with the team member who did the sale to understand if there is important information, furniture layout
or services to be aware of before speaking to the customer.

WELCOME CALL

❑ After a few days, check the customer’s online account to ensure that they have added their team. If not, then
follow up with the customer by a call/email. Getting their team’s information is extremely important as you
can’t set up the customer without it and you need this completed prior to the move in date.

❑ Ask the customer for their approximate arrival time on move in day, so you can schedule a time to meet.

PAYMENT

❑ Check the customer’s online account to confirm payment has been received.
If not contact the customer to help them make payment (payment must be processed prior to ordering
services or giving access to the office).

INFORM THE TEAM

❑ Inform the Community Team of the upcoming start date

❑ Inform building management (where applicable)

OFFICE READINESS

❑ Remove the show office items

❑ Has the DYO furniture been ordered and delivered (if applicable)? If not, set expectations with the customer
on the timeline and provide temporary furniture if necessary to allow a timely move in.

❑ Check all lockable furniture has working keys and ensure office is clean

❑ Set up the number of telephone lines/handsets requested and check the line and voicemail is working.

AFTER INITIAL INVOICE IS PAID

❑ Prepare the Welcome envelope.

Get a plain white A4/Letter 9”x12” envelope (without window) and add the following:
▪
Printed copies of the Customer Help Sheets and Service Order Form.
▪
IWG Cards/tags (Salto access /Nayax coffee) for customers to activate in their online account or keys/other
system access cards.
▪ Completed Inventory sheet (with tags/keys/cards/furniture etc).
▪ Phone user guide – provide if telephone lines are requested
▪ For centres with cloud printing - Print the user guide here for your printer/ copier.
Internet & Telephony services: If the customer has specific IT requirements, you can contact the IT Sales Support team by
submitting your request via the 'Customer Network Services’ form in TeamHub > Help (or click IT Sales Form
(office.com) to directly access the form)

July-2022 version