Client Onboarding Process Overview

Client Onboarding Process

• Owner: Bianca
• Topic: Client Onboarding
• Type of Knowledge: How to/Playbook
• Last Updated: November 22, 2024, 11:56 AM
• Created On: March 18, 2024, 10:57 AM
• Author: Bianca
• Knowledge Manager: Aaron
• Verification: Verified

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• General Reminders: Check the Onboarding dashboard daily for newly submitted forms. New forms will appear under "New Submissions." A copy of the form is sent to [email protected] and saved to the "Client Onboarding (New)" folder.
• Phase 1: Prepare for onboarding new client.
• Phase 2: Onboard client on Practice Panther.
• Phase 3: Onboard client on Notion.
• Phase 4: (Optional) Onboard client on Telegram.

Related Resources

• Client Checklist: Onboarding with Renno & Co
• Pricing Chart (Hourly Rates)
• How to Review Persona (General Steps and Fintech DD)
• Fintech DD

Due Diligence

• Fintech team process: Client status changes to "Waiting for Due Diligence" after onboarding form completion.
• Client completes Due Diligence: Fintech team notifies via comment on client's page.
• Check Persona daily for updates on submissions with the status "waiting for Retainer/Persona."
• Once client completes Persona ID check, it will appear in Persona under Inquiries.

Retainer

• If onboarding email indicates a retainer is required, verify RBC or Fireblocks account status (instructions below).
• Differentiate one-time retainers from evergreen retainers; evergreen retainers need to be added to the client's Notion page.
• Crypto retainers: Toufic sends instructions directly to clients. If not crypto, clients must create the vault via instructions on how to process crypto payments/retainers.

Phase 1: Prepare for Onboarding the New Client

• Review onboarding email: Check for scope of work, matter name, fees, retainer amount (one-time or evergreen), assigned lawyers, and known conflicts. Note: Fintech clients have two different onboarding emails.
• Look out for the onboarding form: Check the Onboarding dashboard under "New Submissions" daily.
• STOP: If the client has not filled out the form, check again later. If more than two days pass with no response, follow up with the client and lawyer, marking the submission as "Stalled" if it's been a week.
• Client information review: When the form is submitted, review the email for accuracy against the information in the form.
• Prospects database edit: Mark prospects in CRM (if applicable) as won. Check ID in Persona.

Phase 2: Onboard client on Practice Panther

• Create Contact: Check if the client is an individual or an entity. Use the client details from the Onboarding form. NOTE: if this is a Fintech client, include (FINTECH TEAM) at the end of the name.
• Input the Company Information: Click + Add Company in Practice Panther. Ensure correct spelling. Check for KYC. Ensure Canadian companies have required information (and same for non-Canadian). If you can't find foreign company info, contact the client for the Certificate of Incorporation.
• Important Note: If Fintech Client has had Due Diligence, corporate documents are likely with the Fintech Pre-Onboarding Specialist and visible in the Onboarding Form comments.

Phase 3: Onboard client on Notion

• Copy client information: From the Onboarding dashboard, highlight all information (ctrl/cmd + c).
• Paste into Clients database: Navigate to the bottom line, click "New", then paste the information with ctrl/cmd + v Ensure you've identified the type of client, and the correct "assigned lawyer".
• Update the new client's page: Open the client's page in Notion and add the client number as a prefix to the name (e.g., [2131] - Client Name). Copy and paste the Practice Panther details.
• Onboarding status updates: Update the status on the Onboarding dashboard to "Ready For Import".

Phase 4: Onboard client on Telegram (Optional)

• If client selected Telegram as their communication method, follow instructions in the Onboarding Specialists Guide.