# SOP: Customer Onboarding (Crewly Pro)

This SOP outlines the standardized steps to onboard new Crewly Pro customers, ensuring a seamless transition from sales to active operations.

## Mandatory Procedures

### 1. Initiation & Welcome (T+0 Hours)
- Auto-generate and send the "Welcome Kit" via email/Slack.
- Synchronize with the customer's calendar to propose a Kickoff call.

### 2. Discovery & Brand Alignment (T+24 Hours)
- Trigger the `brand-onboarding` questionnaire to collect business objectives and tone preferences.
- Perform a manual audit of the customer's existing social handles and content assets.

### 3. Team & Infrastructure Provisioning (T+48 Hours)
- Setup a dedicated Crewly project directory.
- Deploy the "Expert Innovation Team" or "AI Video Social Team" templates based on the customer's tier.
- Configure API keys and Slack integrations for the new workspace.

### 4. First Value Delivery (T+7 Days)
- Deliver the first "Quick Win" (e.g., a 7-day content roadmap or initial competitor audit).
- Request feedback on the initial output quality via the `customer-feedback-analyzer`.

### 5. Transition to Steady-State (T+14 Days)
- Lock the 90-day Roadmap (OKR alignment).
- Establish recurring weekly status meetings (automated through Orchestrator).

## Quality Checks
1. **Response Time**: Onboarding initiation must happen within 4 hours of contract signing.
2. **Data Integrity**: All customer credentials must be stored in encrypted vaults.
3. **Engagement**: Customer must have completed the `brand-onboarding` by Day 3.

## Quality Score
- **Seamless**: 100% completion of Day 1-7 milestones within the first week.
- **Delayed**: Day 3 milestones completed after Day 5 (Requires TL check).
- **At Risk**: No customer response by Day 7 (Escalate to Sales/Victor).

## Escalation Rules
- Escalate to Sales (Steve) if onboarding data contradicts initial contract terms.
- Escalate to TL (Victor) if provisioning errors block the team setup for >24h.
