Jason Wardrop’s SMMA Client Onboarding Process for Digital Marketing Agencies

In Jason Wardrop’s SMMA Client Onboarding Process for Digital Marketing Agencies, he shares an effective system to automate the onboarding and client fulfillment process. By using four software tools – Trello, Slack, Zapier, and Stripe – the system ensures accountability and prevents clients from slipping through the cracks. Trello is utilized to organize and track client onboarding, and Stripe triggers the creation of new cards for new clients. The process also includes checklists, notes, due dates, and timelines to guide account reps in setting up client accounts. Account reps are managed by one person who assigns and tracks progress on the cards, and Slack messages are sent to account reps when new cards are assigned. Account reps are paid based on the completion of client accounts, incentivizing them to follow the checklist efficiently. This streamlined process can be scaled by adding more account reps and adapting accordingly, making it recommended for digital marketing agencies looking to improve their client onboarding and fulfillment processes.

The system presented by Jason Wardrop is a simple yet powerful solution for digital marketing agencies seeking to automate their client onboarding and fulfillment processes. With the help of Trello, Slack, Zapier, and Stripe, this system provides organization, communication, integration, and payment processing functionalities. By utilizing Trello’s boards, lists, and cards, the onboarding process can be effectively organized and tracked. Slack messages notify account reps of new tasks, ensuring timely completion. The use of checklists, notes, due dates, and timelines within Trello cards further streamline the process and facilitate accountability. By incentivizing account reps to efficiently complete client accounts, this system proves to be a scalable and efficient solution for agencies looking to improve their processes and ensure client satisfaction. Detailed step-by-step instructions on how to connect Trello, Slack, Zapier, and Stripe are available in Jason Wardrop’s members area.

Client Onboarding Process Overview

Importance of client onboarding

Client onboarding is a crucial process for any digital marketing agency. It is the first interaction a client has with the agency, and it sets the tone for the entire relationship. Effective onboarding ensures that clients feel valued, understood, and confident in the agency’s ability to meet their needs. It helps build trust and fosters long-term partnerships. Neglecting the onboarding process can result in miscommunication, misunderstandings, and client dissatisfaction. Therefore, it is essential to prioritize client onboarding to ensure a smooth and successful working relationship.

Benefits of automating client onboarding

Automating the client onboarding process offers several advantages for digital marketing agencies. First and foremost, it saves time and increases efficiency. By automating repetitive tasks, agencies can streamline the onboarding process and focus on more critical aspects of client management. Additionally, automation eliminates the chances of human errors and ensures consistency in delivering services to clients. It allows for a standardized and scalable approach, enabling agencies to handle a larger volume of clients without compromising quality. Automation also helps in tracking and monitoring progress, allowing agencies to promptly address any issues or delays that may arise. Overall, automating client onboarding can enhance productivity, improve client satisfaction, and contribute to the agency’s growth.

Software tools used in the process

To facilitate the client onboarding process, digital marketing agencies utilize specific software tools. Four primary software tools commonly employed are:

  1. Trello: Trello is a versatile task management tool that enables agencies to organize and track client onboarding. It offers a user-friendly interface with features like boards, lists, and cards that simplify workflow management.

  2. Slack: Slack is a business communication software that facilitates seamless team collaboration. It enhances communication among account reps, allowing for real-time discussions and quick decision-making.

  3. Zapier: Zapier is an integration platform that connects different software tools and automates tasks. It enables data synchronization, triggers actions based on specific events, and eliminates the need for manual data transfer between applications.

  4. Stripe: Stripe is a payment processing platform that simplifies financial transactions. It securely handles payment processing, allowing agencies to focus on delivering services rather than managing payments.

Utilizing these software tools in conjunction with each other streamlines and automates the client onboarding process, ensuring efficiency, accuracy, and client satisfaction.

Trello Setup

Creating Trello boards

Trello boards serve as the foundation for organizing the client onboarding process. Each board represents a different client and contains all relevant information and tasks associated with that client. To create a Trello board, simply click on the “Create a new board” option and name it according to the client’s name or project. Boards can be customized to match the agency’s workflow and preferences.

Organizing boards with lists

Lists on the Trello board represent the different stages or phases of the onboarding process. Common lists include “New Leads,” “Contacted,” “In Progress,” “Pending Approval,” and “Completed.” Account reps move client cards between lists as they progress through the onboarding process, providing transparency and visibility to the entire team.

Creating cards for clients

Each card within a Trello board represents an individual client. Cards contain all relevant information related to the client, such as contact details, project scope, deadlines, and specific tasks. Account reps can add labels, due dates, checklists, and attachments to cards to ensure clear instructions and organized workflows. As the client onboarding progresses, account reps move cards across different lists to reflect the current stage of the process.

Automating Card Creation with Stripe

Integration between Stripe and Trello

To automate card creation in Trello, agencies can integrate Stripe with the Trello board using Zapier. Zapier allows for seamless data transfer between the two platforms, eliminating the need for manual entry. Once integrated, whenever a new client signs up in Stripe, a new card is automatically created in the designated Trello board. This integration ensures that no clients slip through the cracks and that the onboarding process is initiated promptly.

Triggers for new card creation

To trigger the creation of a new card in Trello, agencies can set specific criteria in Stripe. For example, when a new customer signs up and completes the payment process, Stripe can automatically send a signal to Zapier to create a new card in Trello. This trigger ensures that only verified and paid clients are added to the Trello board, minimizing the chances of duplications or incomplete onboarding.

Automatic checklist creation

When a new card is created for a client in Trello, agencies can further automate the process by automatically generating a checklist within that card. The checklist includes all essential tasks and milestones that need to be completed during the onboarding process. This automation saves time and ensures consistency in the onboarding process, preventing account reps from missing any crucial steps. The checklist serves as a guide, ensuring that every client receives a standardized and comprehensive onboarding experience.

Setting Up Client Accounts

Adding notes and due dates to cards

To enhance organization and facilitate progress tracking, account reps can add notes and due dates to each client card in Trello. Notes can contain important information, client preferences, or specific instructions related to the onboarding process. Due dates allow account reps to prioritize tasks and ensure timely completion. These additions provide clarity and eliminate potential confusion or delays during the onboarding process.

Creating timelines for client setup

Trello allows for the creation of timelines within client cards, enabling account reps to visualize and plan the client setup process. Timelines provide an overview of the onboarding journey, highlighting milestones and major events. By incorporating timelines, account reps can manage client expectations, set achievable deadlines, and ensure a smooth and timely onboarding experience.

Assigning account reps to cards

To assign responsibility and ensure accountability, agencies can assign specific account reps to each client card in Trello. By assigning account reps, team members are clear about their roles and responsibilities, and clients know whom to contact for any queries or concerns. Assigning account reps also allows for easy tracking of progress and workload distribution, ensuring a balanced and efficient onboarding process.

Account Rep Management

Tracking progress on cards

With Trello’s intuitive interface and detailed card management, agencies can easily track the progress of each client card. Account reps update cards as they complete tasks, providing real-time visibility for managers and team members. Progress tracking enables managers to identify bottlenecks, address any issues promptly, and ensure that the onboarding process stays on track.

Sending Slack messages to account reps

Slack integration with Trello allows for seamless communication between account reps and managers. Whenever a new card is assigned to an account rep, Slack can automatically send a notification to the respective individual. This feature ensures that account reps are aware of new tasks and can take immediate action. Slack messages promote transparency, encourage collaboration, and facilitate efficient teamwork.

Incentivizing account reps with payment

To incentivize account reps and encourage timely completion of onboarding tasks, agencies can implement a payment structure based on account completion. Instead of hourly wages, account reps are paid based on the number of client accounts they successfully onboard and complete. This payment structure motivates account reps to follow the checklist diligently and ensures that tasks are completed efficiently, benefiting both the agency and the clients.

Promoting High-Performing Account Reps

Determining performance metrics

To identify high-performing account reps, agencies can establish performance metrics and evaluate each individual’s performance regularly. Performance metrics may include the number of successfully completed onboarding tasks, client satisfaction ratings, adherence to timelines, and client retention rates. By analyzing these metrics, agencies can identify the top performers who consistently excel in client onboarding and reward them accordingly.

Promoting account reps to managers

High-performing account reps who consistently demonstrate excellent client onboarding skills can be promoted to the role of managers. Managerial positions provide greater responsibility, decision-making authority, and leadership opportunities. Promoting account reps to managerial positions not only recognizes their achievements but also allows them to contribute to the agency’s growth and mentor other account reps.

Scaling the Process

Adding more account reps

As digital marketing agencies grow, the client base expands, necessitating the addition of more account reps. Scaling the onboarding process involves hiring and training new account reps to handle the increasing workload. By following the established Trello setup and automation system, agencies can easily integrate new account reps into the process and maintain consistency in client onboarding.

Adapting the process for scalability

To ensure the onboarding process remains efficient and effective as the agency scales, it is crucial to adapt and optimize the existing system. Regular evaluation of the current process, identifying potential bottlenecks, and implementing improvements enable agencies to handle larger volumes of clients without compromising quality. Adapting the process for scalability may involve further automation, refinement of checklists, and leveraging additional software tools or integrations.

Step-by-Step Details

Accessing Jason Wardrop’s members area

Jason Wardrop’s members area provides detailed step-by-step instructions for setting up and connecting Trello, Slack, Zapier, and Stripe. Agency owners or team members can access the members area to gain in-depth insights into the specific configuration and integration required for implementing the SMMA client onboarding process.

Connecting Trello, Slack, Zapier, and Stripe

Connecting Trello, Slack, Zapier, and Stripe involves a series of steps that ensure seamless data flow and automation. Agencies can follow the instructions provided in Jason Wardrop’s members area to establish the necessary connections between these software tools. The step-by-step details enable agencies to set up integrations effectively, ensuring that client onboarding and fulfillment are automated and streamlined.

Recommendations for Digital Marketing Agencies

Benefits of using the SMMA client onboarding process

Implementing the SMMA client onboarding process offers numerous benefits for digital marketing agencies. By automating the process, agencies can save time, increase efficiency, and eliminate the chances of errors or omissions. Standardizing the onboarding experience through checklists ensures consistency in delivering services to clients. The integration of Trello, Slack, Zapier, and Stripe enables seamless communication, task management, and payment processing. Overall, the SMMA client onboarding process enhances client satisfaction, builds trust, and contributes to the agency’s growth.

Streamlining client onboarding and fulfillment

Streamlining client onboarding and fulfillment is crucial for digital marketing agencies to provide exceptional service and ensure client satisfaction. By utilizing software tools like Trello, Slack, Zapier, and Stripe, agencies can automate repetitive tasks, organize workflows, facilitate communication, and track progress effectively. Streamlining the onboarding process leads to increased efficiency, reduced errors, and improved client experiences. Following the SMMA client onboarding process enables agencies to effectively manage their clients’ journey from initial contact to successful onboarding and fulfillment.


The SMMA client onboarding process provides digital marketing agencies with a comprehensive and automated system to streamline client onboarding and fulfillment. By utilizing software tools like Trello, Slack, Zapier, and Stripe, agencies can save time, increase efficiency, and enhance client satisfaction. The process ensures accountability, prevents clients from slipping through the cracks, and drives the agency’s growth. Implementing the SMMA client onboarding process enables agencies to provide a consistent and exceptional onboarding experience, setting the foundation for successful long-term client relationships.