If you’re sick of starting every onboarding project from scratch, you’re not alone. Most teams waste hours copying tasks, typing up the same emails, and fixing little mistakes—every single time. This guide is for anyone who owns onboarding in Rocketlane, whether you're a customer onboarding manager, a project lead, or just the “process person” on your team. We’ll walk through how to make custom project templates that actually fit your workflow, so you can stop reinventing the wheel and focus on the stuff that matters.
Why bother with custom templates?
Before jumping in, let’s get real: Not every template is worth making. But if your team runs the same kind of project—say, customer onboarding, implementation, or client launches—over and over, a well-built template can save you a ton of hassle. You’ll get:
- Consistency: No more “wait, who owns this task?” moments.
- Speed: Kick off projects in minutes, not hours.
- Fewer mistakes: If the process is clear, people don’t skip steps.
- Better handoffs: New hires or fill-ins can follow the plan.
If your projects are always one-of-a-kind or you hate process, skip the template. But for most onboarding teams, it’s a no-brainer.
Step 1: Map out your ideal onboarding process
Don’t open Rocketlane yet. First, sketch out what “good” looks like for your onboarding projects.
What to include:
- The big phases (e.g., Kickoff, Data Collection, Configuration, Go-Live)
- Key tasks under each phase
- Who’s responsible for what
- Common dependencies (what needs to finish before something else starts)
- Any standard docs, emails, or meeting agendas you always use
Pro tip: Ask the team which steps they always forget, or what slows them down. That stuff should go in the template.
Keep it simple. Don’t try to cover every possible scenario—templates aren’t supposed to handle edge cases.
Step 2: Build your base template in Rocketlane
Now open Rocketlane and get ready to put your plan into action.
2.1 Create a new template
- Go to the “Templates” section. (It may be under “Projects” or in a sidebar—Rocketlane sometimes moves stuff.)
- Click “Create Template.”
- Give it a clear, boring name: “Standard Onboarding – SaaS” beats “Welcome Journey 2.0.”
2.2 Set up project phases (or sections)
- Add phases that match your real process—not what you wish it was.
- If you never use a “Discovery” phase, skip it.
- Drag and drop to get the order right.
2.3 Add tasks for each phase
For each phase, add the tasks your team actually does. Keep them specific:
- “Send Welcome Email” is better than “Kickoff.”
- Assign an owner (role or person) to each task if you can.
- Set realistic durations and dependencies. Don’t make every task due “Day 1.”
2.4 Reusable docs, forms, and templates
Rocketlane lets you attach docs, forms, and even email templates to tasks.
- Attach SOPs, checklists, or sample files to tasks where people get stuck.
- Use Rocketlane’s dynamic fields (like {{Client Name}}) in emails or docs where possible—saves time and avoids embarrassing copy-paste mistakes.
2.5 Add task dependencies
If certain steps always follow others, add dependencies so tasks can’t start until prerequisites finish. Don’t overdo it—too many dependencies can make schedules brittle.
Step 3: Customize for your team and clients
A generic template is a good start, but the real win is tailoring it.
3.1 Roles and assignments
- Use roles (“Implementation Specialist,” “Customer Success Manager”) instead of specific names, unless your team is tiny.
- Set default assignees for tasks that are always owned by the same role.
3.2 Task descriptions and guidance
- Write out what “done” looks like for tricky tasks.
- Add links to training videos, FAQs, or sample deliverables.
- If a step always needs client input, note that in the description.
3.3 Client-facing vs. internal tasks
Rocketlane lets you set tasks as “Internal” or “Client-facing.” Use this, or your clients will get confused (or worse, see your messy notes).
- Internal: Stuff only your team needs to do or know.
- Client-facing: Tasks you want the client to see or be assigned.
3.4 Automations (optional)
Rocketlane supports automations (e.g., auto-assigning tasks, sending reminders). Use them for:
- Sending emails when a phase starts or ends
- Nudging clients to fill in forms or upload docs
- Reminding your team if a task is overdue
Just don’t automate everything—overdoing it can annoy clients or create noise people ignore.
Step 4: Test your template (and fix what breaks)
Don’t assume you nailed it. Run a “dummy” project using your new template.
- Invite a teammate (or yourself with a test account) to play the client.
- Walk through every step as you would in a real project.
- Check for missing tasks, unclear instructions, or awkward assignments.
Watch for:
- Tasks with no clear owner
- Steps that don’t make sense in real projects
- Dead ends (tasks with dependencies that don’t unlock properly)
- Annoying notifications or emails
Fix the gaps. Templates don’t have to be perfect, but they shouldn’t slow you down.
Step 5: Roll it out to your team
Once your template actually works:
- Show your team how to use it. (A quick screen-share beats a 10-page doc.)
- Ask for feedback after the first few projects. You’ll find out fast what’s missing.
- Make small tweaks as needed—don’t wait for “template v2.0.”
Pro tip: Make it clear when to use each template. If you have more than one (e.g., “Enterprise Onboarding” vs. “Quick Start”), write down when to pick which.
Step 6: Keep it fresh (but don’t over-engineer)
Templates get stale fast. Every few months, check:
- Are there steps nobody ever uses?
- Are there new bottlenecks?
- Did your process change, but the template didn’t?
Change only what matters. Don’t get sucked into endless tweaking.
What to ignore (for now)
- Edge cases: Don’t build a template that covers every weird scenario. It’ll get messy and harder to use.
- Too much detail: If people start ignoring the template, it’s probably too complicated.
- Over-automation: Only automate stuff you’re sure about. Bad automations are worse than none.
- Client confusion: Don’t show clients your whole checklist—they don’t care about your internal steps.
A few honest takes
- Templates won’t magically fix a broken process. If your onboarding is a mess today, take a step back before templating it.
- Don’t get hung up on “best practices.” Start with what works for your team.
- If your team never uses the template, ask them why—they probably have good reasons.
Wrapping up
Custom templates in Rocketlane can make onboarding faster and less painful, but only if you keep them simple and real. Start with the basics, fix the obvious gaps, and don’t be afraid to update as you learn. The goal isn’t a perfect template—it’s a smoother, faster onboarding that saves everyone time.