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Beagle Software
All topics 35

Guided onboarding workflow

Customer onboarding

Wizard, checklist, success plan

Onboarding turns customer setup into a guided, measurable workflow. Every customer moves through five statuses — Draft, Needs contacts, Needs billing, Needs success plan, and Onboarded — and BeagleCRM automatically tracks where each one is up to.

Onboarding panel on the customer profile

Open any customer and look for the Onboarding panel in the right column. It surfaces the current status pill, a progress bar, the missing-information checklist (decision-maker contact, billing email, billing address, and an open onboarding task), the next three open customer tasks, and any active risk indicators such as overdue onboarding tasks, no decision-maker contact, unclear success criteria, or no recent onboarding progress. Admins and agents can click Start onboarding to launch the wizard.

The onboarding wizard

The wizard walks an account owner through six steps. Each step writes incrementally, so closing the browser mid-flow leaves a partially-completed customer rather than losing the work.

  1. Confirm profile — sanity-check the basics.
  2. Contacts — open the contacts page and add the right customer contacts. A decision-maker contact clears the checklist risk.
  3. Billing — capture or correct the billing email, address, and postcode.
  4. Goals — record what the customer wants to achieve in the success plan or a customer note, then continue the wizard.
  5. Checklist — review the auto-generated onboarding tasks and assign owners.
  6. Done — flip status to Onboarded and stamp the completion time.

Where the checklist comes from

Every organisation is seeded with a Default Onboarding template when the organisation is created. The template lists the steps a new customer can follow: confirm profile, add core contacts, confirm billing, capture success goals, schedule the kickoff call, and a final completion check.

When the Customer Onboarding automation rule is enabled, a newly-created customer receives real tasks from the current default template. Required template tasks become required onboarding tasks, optional template tasks remain optional, due dates are calculated from each task's due offset, and assignees are set to either the account manager or the creator, depending on the template task. The import flow skips onboarding by default and marks imported customers as onboarded; choose Run onboarding for imported customers only when the imported records should receive checklist tasks.

Editing the template

Admins and agents can edit templates from the Onboarding card in Organisation Settings, or directly at /orgs/:org/onboarding/templates. From there you can rename the default template, add or remove tasks, mark tasks as required or optional, set a default due offset for each task (for example, "due 3 days after customer creation"), choose whether the task goes to the account manager or the user who created the customer, and reorder tasks with the up/down arrows. You can also create additional templates and promote one of them to default. Only one template is default at a time, and the default template cannot be deleted.

Status updates automatically

Onboarding status is recomputed when customer details, contacts, and success-plan details change. A customer moves out of Draft as the required pieces are added: contacts first, then billing email, billing address, and postcode, then a success plan with a goal. Each transition is recorded as a customer event, so the activity timeline shows how the customer progressed.

The customer can become Onboarded in either of two ways: an admin or agent completes the wizard's final step, or the customer already has the required contact, billing, and success-plan data when those records are saved. Onboarding then stamps the completion time and stops nudges.

Customer success plan

Below the onboarding panel, every customer profile has a Success plan section. Capture the goal, the success criteria, and a target date, then add milestones and tick them off as you go. The plan records who last updated it, and the success-plan goal is one of the gates used to complete onboarding. The success plan stays with the customer beyond onboarding so account owners can keep tracking outcomes long after the customer is live.

Reporting dashboard

Open the onboarding dashboard from the Onboarding dashboard button on the Customers page, beside the Onboarding filter (direct URL: /orgs/:org/onboarding/dashboard). Everyone in the organisation — Viewers, Agents and Admins — can view it. It summarises the whole organisation: total customers, how many are onboarded, draft count, in-progress count, overdue required onboarding tasks, average days from customer creation to onboarded over the last 30 days, and a live list of overdue onboarding tasks across customers. The dashboard reads from a daily snapshot computed at 01:00 UTC and recomputes on demand if no snapshot exists yet.

Filtering by onboarding status

On the customer index, the Onboarding filter at the top of the page lets you narrow the list to a single status — useful for spotting every customer still stuck in Needs billing, for example. The filter is reflected in the URL so you can bookmark or share the view.

Automatic nudges

Customers older than seven days that are not yet onboarded receive a daily nudge note on their profile, summarising the missing pieces. The nudge runs at 08:00 UTC and stops the moment the customer is marked onboarded — it will never spam a customer that is already complete.