Client Onboarding

The problem

The first thirty days of a new client are run out of an inbox. The MSA is a PDF attached to a thread nobody can find, the signature is chased by whoever remembers, the portal invite goes out weeks later because it was never anyone’s job, and three months on someone notices the client has still never logged in. Nothing is wrong, exactly — it just quietly did not finish. Ask an MSP owner which of their clients are half-onboarded right now and the honest answer is a guess.

What Solidlio does about it

Creating a client creates its onboarding record: seven steps from company created to setup complete, each with a timestamp. The agreements go out for signature from the same action that creates the client, using the document set you configured once. Signatures, activation and first login write themselves back onto the record — the platform watches for them rather than asking anyone to report them. A pipeline view lists every client mid-onboarding and the exact step each one is waiting on, and clients who stop responding are chased automatically on your schedule, then flagged as stalled when chasing stops working.

Capabilities

Built for MSPs and their clients

A managed client is a separate tenant, not a folder in yours. Onboarding crosses that boundary in one direction only.

A managed client can always upgrade its own plan, and every checklist item except those three stays self-serve. Being managed makes fewer decisions for a client, not more.

How it works

1. Create the client — six steps: company, primary contact, services, billing, agreements, review. One transaction: a failure anywhere leaves no half-created client behind.
2. Agreements go out immediately — assembled from your default document set, delivered to the primary contact, each signer with their own link and their own expiry clock.
3. The record updates itself — signatures complete the package, which completes the step. Nobody reports progress.
4. Portal access releases on signature — the invitation you held back is sent the moment the agreements complete, without anyone watching for it.
5. Silence gets chased — a gentle reminder, then a final one, on your cadence; then the client is flagged stalled and appears at the top of your pipeline.
6. The client arrives — activation and first login write themselves onto the record, and the client shows as active.
7. They keep going — their own Getting Started checklist takes over, nudging them through the setup that makes the product stick, with the items you handle marked as yours.

Compliance and audit

• Every step carries its own timestamp — created, sent, signed, invited, activated, first login, complete — so the onboarding can be reconstructed after the fact rather than inferred from a status field.
• Signature capture records the signer, the method, the IP address, the user agent and a tamper-evident fingerprint of the document as signed, and the hash can be re-verified against the stored file to prove the document was not altered afterwards.
• Signing links are bearer credentials and are treated as such: hashed at rest, single-use, expiring on the account’s schedule, rotated on every reminder and resend, and refused outright once the package is cancelled or expired.
• Signer identity is bound to a real membership. A link can only be minted for someone who belongs to your account or to a client you service.
• Completion is derived, not asserted. Checklist progress is recomputed from live system state on every load, so it cannot drift from what is actually configured — and an item with automatic detection cannot be hand-ticked at all.
• Cross-tenant reads are unprobeable. A client organization you do not service answers “not found”, never “forbidden”, so identifiers cannot be enumerated by trial.

Editions

Client onboarding carries no plan gate. Every capability above is available on every tier, including Free.

MSP tiers shown. What varies by tier is what the checklists can unlock, not the checklists themselves — SLA policies, email-to-ticket, roll-up reporting, change management, projects, API access, custom branding, custom domains and SSO each appear as a locked step with the tier that unlocks it and its monthly price, plus a self-serve upgrade where the account allows it.

Integrations

• BoldSign — external e-signature as an alternative to the built-in signing flow, with signed-document and decline events fed back onto the same onboarding record.
• QuickBooks Online — imported customers provision as real managed client tenants, so an accounting import lands in the same onboarding model.