Podcast
Questions and Answers
What should be added in the Last Name Field if the contact is labeled as 'Invoicing'?
What should be added in the Last Name Field if the contact is labeled as 'Invoicing'?
Where should international numbers be entered if not recognized as mobile?
Where should international numbers be entered if not recognized as mobile?
Who is designated as the Assigned Lawyer at the contact level?
Who is designated as the Assigned Lawyer at the contact level?
What does the LOCATION tag identify when using client responses in the onboarding form?
What does the LOCATION tag identify when using client responses in the onboarding form?
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Which tag should be used if the client is located in Atlantic Canada?
Which tag should be used if the client is located in Atlantic Canada?
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Under what condition is the CURRENCY tag 'FIREBLOCKS' used?
Under what condition is the CURRENCY tag 'FIREBLOCKS' used?
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What does the LOCATION tag 'INTERNATIONAL' signify?
What does the LOCATION tag 'INTERNATIONAL' signify?
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When is the CURRENCY tag 'USD DOCKET' applied?
When is the CURRENCY tag 'USD DOCKET' applied?
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What is the first step you should take when adding additional invoice recipients?
What is the first step you should take when adding additional invoice recipients?
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What action should be taken if there is no vault on Fireblocks for a client?
What action should be taken if there is no vault on Fireblocks for a client?
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When should you compare your inputs with the onboarding form?
When should you compare your inputs with the onboarding form?
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What should you do if the client is supposed to pay a retainer in crypto and there's an existing vault?
What should you do if the client is supposed to pay a retainer in crypto and there's an existing vault?
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What is the correct method for uploading template folders into the client’s OneDrive?
What is the correct method for uploading template folders into the client’s OneDrive?
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If you added the tag Fireblocks during client creation, what should you do next?
If you added the tag Fireblocks during client creation, what should you do next?
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What should you update the client's status to after completing the onboarding process in Practice Panther?
What should you update the client's status to after completing the onboarding process in Practice Panther?
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Which tab should you access to upload template folders to the client's OneDrive?
Which tab should you access to upload template folders to the client's OneDrive?
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What is the first action to take when onboarding a client in Notion?
What is the first action to take when onboarding a client in Notion?
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What should you do if you are unsure about checking for an existing vault on Fireblocks?
What should you do if you are unsure about checking for an existing vault on Fireblocks?
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Which of the following steps should be followed to copy client information from the Onboarding database?
Which of the following steps should be followed to copy client information from the Onboarding database?
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What should be done if phases 1 and 2 of the onboarding process are not completed?
What should be done if phases 1 and 2 of the onboarding process are not completed?
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How should client information be pasted into the Clients database?
How should client information be pasted into the Clients database?
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What should be avoided when adding a new client in the database?
What should be avoided when adding a new client in the database?
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What is emphasized before proceeding to steps 2 and 3 of the onboarding process?
What is emphasized before proceeding to steps 2 and 3 of the onboarding process?
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What is the first phase of the client onboarding process?
What is the first phase of the client onboarding process?
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After marking the client ready for import, what can be checked?
After marking the client ready for import, what can be checked?
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What must happen after receiving the completed onboarding form for a client?
What must happen after receiving the completed onboarding form for a client?
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Which tool is used for onboarding clients in the second phase?
Which tool is used for onboarding clients in the second phase?
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What should you check daily for updates on submissions related to new clients?
What should you check daily for updates on submissions related to new clients?
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What happens once a client completes their Persona ID check?
What happens once a client completes their Persona ID check?
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When verifying the status of a retainer, which accounts can be checked?
When verifying the status of a retainer, which accounts can be checked?
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Which phase of onboarding is optional?
Which phase of onboarding is optional?
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Which of the following is noted as needing different procedures?
Which of the following is noted as needing different procedures?
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What should the onboarding specialist check concerning daily submissions?
What should the onboarding specialist check concerning daily submissions?
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If an onboarding email indicates a retainer is required, what initial verification step is necessary?
If an onboarding email indicates a retainer is required, what initial verification step is necessary?
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What should be included at the beginning of the title in the new client's page?
What should be included at the beginning of the title in the new client's page?
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When tagging the originating lawyer, which specific lawyers or categories should be noted?
When tagging the originating lawyer, which specific lawyers or categories should be noted?
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What action should be taken if the client has an evergreen retainer?
What action should be taken if the client has an evergreen retainer?
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What should be done with special notes mentioned in the onboarding form?
What should be done with special notes mentioned in the onboarding form?
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If there are special internal comments on the onboarding page, what should be done?
If there are special internal comments on the onboarding page, what should be done?
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What is the best practice for pasting information from Practice Panther?
What is the best practice for pasting information from Practice Panther?
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Which section is relevant for adding multiple UBOs or contacts?
Which section is relevant for adding multiple UBOs or contacts?
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Which piece of information should be included in the comments if the client is a flat fee client?
Which piece of information should be included in the comments if the client is a flat fee client?
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What should be done for generic matters like 'General Corporate Matters' when entering them on Notion?
What should be done for generic matters like 'General Corporate Matters' when entering them on Notion?
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When should client names be added for Fintech matters?
When should client names be added for Fintech matters?
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Where should the onboarding email be moved after processing?
Where should the onboarding email be moved after processing?
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What should be updated after moving the onboarding email?
What should be updated after moving the onboarding email?
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What should be done if there is a fixed fee for a matter?
What should be done if there is a fixed fee for a matter?
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How should monthly fixed fees be recorded?
How should monthly fixed fees be recorded?
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What is the final step in the onboarding process?
What is the final step in the onboarding process?
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Is it mandatory to inform the originating lawyer that onboarding is completed?
Is it mandatory to inform the originating lawyer that onboarding is completed?
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Study Notes
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
Navigation
- 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.
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Description
This quiz covers the essential steps involved in the client onboarding process at Renno & Co. Explore the various phases, from preparation to using tools like Practice Panther and Notion, ensuring a smooth transition for new clients. Enhance your understanding of the protocols and resources available during onboarding.
