Customer Onboarding Process Analysis, SOP Design & Operational Toolkit

Simulated Client: BrightPath Web Studio Company Background: Brightpath Web Studio is a growing web design and development agency serving small businesses and professional service firms. As client volume has increased, onboarding has become inconsistent and heavily dependent on individual team members. Project Goal: Analyse the current customer onboarding process, identify gaps and inefficiencies, and create a clear, repeatable system that improves client experience and reduces internal follow-up. Target Audience: Project managers, client-facing team members, web designers/developers, and new operations staff. Tone & Style: Professional, practical, concise, and easy to follow. Documents should be visually organised and written in plain business language.