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HubSpot Customer Onboarding Ticket Pipeline

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Design a pipeline for onboarding tasks.

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Design a ticket pipeline in HubSpot for customer onboarding. Steps in our onboarding: [STEPS]. Teams involved: [TEAMS]. Service levels: [SERVICE_LEVELS]. Information we need from the customer: [CUSTOMER_INFORMATION].

Define each stage with an owner, a service level in working days, entry and exit criteria, the evidence that allows a ticket to move on, ticket properties, automatic tasks and reminders, service level timers, and the customer message sent on entry. Customers should always know the next step and who is helping them. Write three customer email templates. Sample customer who starts on the 3rd with a 21-day target: calculate the dates for each stage. Add the three commonest reasons onboarding stalls and the action that unblocks each.

Reports: time in stage, tickets overdue and onboarding completion rate. Test with the sample customer, then review the pipeline after ten customers. Mark feature names [VERIFY]. Keep the pipeline to no more than six stages, and say what to merge if the team finds it too detailed. Write the customer emails in plain language and under 100 words each.

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Invented pipeline. Stages: New, Kick-off booked, Set-up in progress, Training, Live, Closed. Targets: kick-off within 2 working days, live within 20 working days. Ticket example: Customer Birch, created on the 3rd, kick-off on the 5th, live on the 24th (14 working days). Report for a month: 18 customers started; 12 live within target (66.7 percent); median days to live 17; overdue tickets 3. Customer email on entry to Set-up: 'Your set-up has started. Next step: please send your user list by Friday.'

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