If you’re onboarding clients the same way over and over, the last thing you want is to start from scratch each time. This guide is for anyone who’s tired of copy-pasting project plans, manually assigning tasks, or hunting through old projects to remember what worked last time. If you’re using GuideCX, you’ve got tools to make this easier—templates. Here’s how to actually use them to cut the busywork, avoid mistakes, and keep your onboarding process tight.
Why Templates Matter (and Where They Fall Short)
Templates aren’t new or flashy, but when you’re onboarding customers, they’re one of the few things that actually save you time. Here’s what they get right:
- Consistency: Everyone gets the same treatment, so things don’t slip through the cracks.
- Speed: No more reinventing the wheel for every new client.
- Less Human Error: Fewer “oops, forgot that step” moments.
But let’s be honest: Templates only help if you set them up right and keep them updated. If you’re just cloning old projects, you’ll drag your old mistakes forward too. And if your onboarding process changes a lot, rigid templates can slow you down instead of helping.
Step 1: Map Out Your Repeatable Onboarding Process
Before you touch GuideCX, get your onboarding steps down on paper (or a doc, or a whiteboard—whatever works). This isn’t busywork; it’s how you keep your templates from turning into a dumpster fire.
- List every step: What happens every time you onboard a customer? Be specific.
- Note who does what: Is it your team, the customer, or both?
- Call out dependencies: Some tasks need to happen before others.
- Look for exceptions: Where do things change for certain types of customers?
Pro Tip: Don’t try to cover every edge case. Templates are for the 80% that’s repeatable. Handle the weird stuff manually.
Step 2: Build Your First Template in GuideCX
Now you’re ready to move into GuideCX. Here’s how to set up your first onboarding template:
- Go to Templates: In GuideCX, find the “Templates” section (usually in the main menu).
- Create a New Template: Hit “New Template.” Give it a name you’ll recognize in six months.
- Add Projects Phases: Break your onboarding into logical phases (like “Kickoff,” “Implementation,” “Training,” etc.). Don’t overthink it—three to five phases is plenty for most setups.
- Add Tasks to Each Phase: For each phase, add the specific tasks you mapped out earlier. Be clear with task names—“Send welcome email” beats “Communicate.”
- Assign Owners: Assign tasks to the right roles (internal team, customer, etc.). If you don’t know who exactly will do it yet, assign to a role instead of a person.
- Set Due Dates/Dependencies: If tasks need to be done in a certain order, set dependencies. Due dates can be relative (e.g., “3 days after project start”).
What to Ignore: Don’t get caught up making the template perfect on the first try. You’ll tweak it after you use it a few times.
Step 3: Add Details That Actually Matter
Details make or break a template. Here’s where to focus—and where not to waste time:
- Task Descriptions: Spell out what a “done” task looks like. This cuts down on back-and-forth.
- Attachments/Links: Add sample documents, meeting links, or FAQs as needed.
- Automation: Use GuideCX’s automation features sparingly. Automated reminders for overdue tasks? Great. Overcomplicated branching logic? Probably not worth it unless you’ve got a ton of volume.
Skip: Custom branding, color-coding, or anything that doesn’t actually save time or prevent mistakes.
Step 4: Test Your Template (and Don’t Be Precious)
Before you unleash your template on real customers, run a mock project:
- Pick a friendly customer or internal team: Someone who’ll give honest feedback.
- Go through the motions: Create a project from your template, assign tasks, and see what breaks.
- Note what’s confusing: Are task names unclear? Are there too many reminders? Did you forget to assign someone?
Adjust the template as you go. Don’t worry about making it perfect—just make it good enough that you’re not embarrassed to use it.
Step 5: Launch and Use (But Don’t Set and Forget)
Now you’re ready for prime time. When a new customer comes in:
- Create a new project in GuideCX using your template.
- Fill in any custom details: Names, dates, anything unique for this customer.
- Kick off the project and let GuideCX do its thing.
But here’s the thing: Don’t treat templates like stone tablets. Every few months, check in:
- Did you add new steps to your real process that aren’t in the template?
- Are teammates skipping tasks or marking things “done” too soon?
- Any feedback from customers about confusing steps?
Update your template as your real process changes. If you wait a year, it’ll be such a mess you’ll want to start over.
Pro Tips for Keeping Templates Useful
- Name templates clearly: “Standard SaaS Onboarding – 2024” beats “Template 1.”
- Version control: When you make major changes, save a new copy or note the date. Roll back if you break something.
- Limit the number of templates: One for each truly different process. Don’t make a new template for every little tweak.
- Train your team: Make sure everyone knows how to use and suggest changes to templates.
- Collect feedback: Ask the people running projects what’s working and what’s not.
What to Watch Out For
- Template bloat: It’s tempting to put every possible task in, “just in case.” Don’t. You’ll overwhelm your team and your customers.
- Outdated steps: If something changes (new software, new policy), update the template immediately. Old instructions can cause real headaches.
- Over-automation: Automate recurring reminders, but don’t build Rube Goldberg machines. If you need a flowchart to explain your template, it’s too complicated.
Wrapping Up
Templates in GuideCX are supposed to save you time, not add another layer of admin. Build your first version, use it, and tweak as you go. Keep it simple, listen to feedback, and don’t be afraid to cut steps that aren’t pulling their weight. You’ll end up with an onboarding process that’s less error-prone, less stressful, and (dare I say) kind of satisfying to run.
Now, stop reading articles about onboarding and go build your template. The only way to get this right is to start and improve as you go.