Customer Onboarding Checklist
Customer Onboarding Checklist
Quick Summary
A clear customer onboarding process helps construction companies start projects with fewer misunderstandings and better communication. This checklist helps gather important project information, establish expectations, assign contacts, and organize documentation before work begins. It is useful for owners, project managers, estimators, office managers, and customer-facing team members.
When to Use This Checklist
- After a proposal has been accepted.
- Before scheduling project kickoff activities.
- When transitioning a customer from sales to operations.
- Before collecting project documents and approvals.
- Prior to mobilizing crews or ordering materials.
- When starting work with a new customer or client organization.
Before You Start
- Confirm the customer has approved the proposal or contract.
- Gather customer contact information.
- Review the agreed scope of work.
- Identify key decision-makers and approval contacts.
- Prepare onboarding documents and project information forms.
- Assign an internal project contact.
Safety Checks
- Review customer site access requirements.
- Identify known site hazards or restricted areas.
- Determine whether site orientations are required.
- Review customer-specific safety expectations.
- Confirm emergency contact procedures.
- Identify required PPE or access credentials.
Tools, Equipment, and Materials
- Signed contract or approved proposal.
- Customer information form.
- Project plans, drawings, or scope documents.
- Project schedule and milestone information.
- Contact directory and communication plan.
- Project setup and onboarding forms.
Customer Onboarding Checklist
- Confirm signed contract or approved proposal has been received.
- Collect primary and secondary customer contact information.
- Identify project stakeholders and decision-makers.
- Review project scope, expectations, and deliverables.
- Confirm project location and site access requirements.
- Review anticipated project schedule and milestones.
- Discuss communication preferences and update frequency.
- Assign company project manager or customer contact.
- Review material selection, approvals, or customer responsibilities.
- Verify billing contacts and invoicing requirements.
- Review change request and approval procedures.
- Confirm project documentation requirements.
- Provide customer with key project contact information.
- Schedule kickoff meeting or project startup activities.
- Document onboarding discussions and agreed next steps.
Documentation Needed
- Signed contract or approved proposal.
- Customer contact and stakeholder list.
- Project scope documents and drawings.
- Project schedule and milestone information.
- Meeting notes and onboarding records.
- Billing and invoicing information.
Common Mistakes to Avoid
- Starting work without confirming key customer contacts.
- Failing to clearly define project expectations.
- Overlooking billing and approval procedures.
- Not documenting customer decisions and requests.
- Assuming communication preferences are understood.
- Waiting until project startup to resolve unanswered questions.
End-of-Day / Final Review
- Customer information has been collected and verified.
- Project expectations have been reviewed and documented.
- Communication and reporting procedures have been established.
- Required project documents have been organized.
- Kickoff activities have been scheduled.
- The customer onboarding process is complete and ready for project startup.
Checklist Completion
Project / Job Name
Jobsite / Location
Completed By
Role / Title
Completed Date
Completed Time
Signature
Reviewed / Approved By, if needed
Notes / Follow-Up Items
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