1. Procedure Title
Name of the Process: Client Communication
2. Purpose
Brief Description: This procedure aims to ensure effective client communication and a smooth onboarding process by setting up necessary platforms and fostering continuous engagement throughout the project.
3. Scope
Involved Areas: Project Management, SEO Team, Web Development Team, Graphics Team, Content Team, Client
4. Responsibilities
Roles and Responsibilities:
- Project Manager (PM): Responsible for setting up Basecamp, creating client folders, initiating communication, and overseeing onboarding. Handles follow-ups and general communication with clients.
- Team Members (SEO, WebDev, Graphics, Content): Introduce themselves within their respective Basecamp corners, provide project updates, and address technical questions.
5. Definitions and Key Terms
Glossary:
- Basecamp: A project management and communication platform for collaboration with clients and teams.
- Client External Shared Folder: A designated folder for storing and sharing client-related assets and documents.
- Client Internal Folder: A designated folder for storing and internal client-related assets and documents.
6. Procedure Details
6.1. Preparation and Prerequisites
- Ensure access to Basecamp and shared folder systems.
- Collect client email and contact information for onboarding purposes.
6.2 Timeline for Task Completion
Initial setup, including Basecamp creation and client folder access: Completed within 2 business days of project initiation.
6.3. Step-by-Step Procedure
- Step 1: The PM creates a Basecamp project with the following sections:
- Project Management Corner
- SEO Corner
- Web Development Corner
- Graphics Corner
- Content Corner
- Step 2: The PM sets up a client folder in the external client storage system, including a subfolder for shared assets, and creates an internal folder within the Client & Projects directory.
- Step 3: The PM sends a welcome email to the client, introducing Basecamp, the client shared folder, and providing the onboarding form link.
- Step 4: The PM grants the client access by adding their email to the Basecamp project and shared folder.
- Step 5: In Basecamp, the PM sends a welcome message similar to the email content. If necessary, the PM also introduces each team (e.g., Graphics Team) in their respective sections. Team members will then introduce themselves, share updates, and address any technical questions.
- Step 6: For any technical updates or inquiries, team members will communicate directly with the client within their designated Basecamp sections. The PM will oversee follow-ups and ensure smooth communication overall.
- Step 7: Team members are responsible for uploading any assets to the external client-shared folder, organizing subfolders accordingly, before sharing with the client.
- Step 8: Client approvals and feedback should be provided through responses in the relevant Basecamp thread.
6.4. Tools and Resources
- Basecamp for project management and client communication
- External Client shared folder (Google Drive, Dropbox, etc.) for storing and sharing project assets
- Internal Client Folder under Clients & Projects
- Onboarding form for gathering client-specific needs and preferences
7. Safety and Compliance Measures
Applicable Regulations: Ensure compliance with company data protection policies and client confidentiality agreements when sharing data and documents.
8. Quality Control and Evaluation Metrics
Performance Indicators:
- Timely completion of client onboarding.
- Positive feedback on communication and onboarding process.
- Consistent communication and engagement via Basecamp.
9. Exception and Problem Handling
- Address any access issues with Basecamp or shared folders immediately.
- Escalate unresolved client concerns or issues to higher management.
10. Documentation and Record Keeping
Documentation Requirements:
- Record all communication and updates in Basecamp.
- Maintain a record of shared folder access and onboarding form submissions.
11. Procedure Review and Update
Review Frequency: Annually or as needed based on client feedback and project requirements.