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Client Onboarding & After-Sales Support Policy

Effective Date: 02 June 2025
Applies To: All employees involved in client engagement, onboarding, and support
Issued By: Customer Service & Sales Departments

1. PURPOSE

To provide a structured and consistent approach to onboarding new clients and delivering reliable after-sales support, ensuring client satisfaction, loyalty, and long-term partnership success.

2. SCOPE

This policy covers the entire client journey from initial onboarding through to after-sales support activities, including product/service delivery, training, issue resolution, and relationship management.

3. CLIENT ONBOARDING

3.1 Welcome and Introduction

  • Assign a dedicated Client Relationship Manager (CRM) for personalized service.

  • Provide the client with a welcome package containing key contacts, service information, and support resources.

3.2 Documentation and Compliance

  • Complete all contractual formalities, compliance checks, and documentation before service commencement.

  • Verify client understanding of terms, service levels, and safety protocols.

3.3 Orientation & Training

  • Provide necessary training or briefings on product use, safety, or operational requirements.

  • Ensure clients know how to access support channels.

3.4 System Setup & Integration

  • Assist clients with any system access, portals, or software integration needed for smooth operations.

4. AFTER-SALES SUPPORT

4.1 Support Availability

  • Offer timely and accessible support via phone, email, or on-site visits.

  • Maintain clear SLAs for response and resolution times.

4.2 Issue Logging and Tracking

  • Record all support requests and complaints in the CRM or support system.

  • Provide clients with reference numbers and status updates.

4.3 Proactive Follow-Up

  • Conduct regular check-ins to review client satisfaction and anticipate needs.

  • Share updates on new products, services, or improvements.

4.4 Continuous Improvement

  • Collect client feedback regularly and use it to enhance service delivery.

  • Address recurring issues through root cause analysis and corrective action.

5. ROLES & RESPONSIBILITIES

  • Client Relationship Manager: Primary contact, manages onboarding and ongoing relationship.

  • Customer Support Team: Handles day-to-day support requests and escalations.

  • Sales Team: Coordinates transition from sale to onboarding and supports account growth.

  • Compliance Officer: Ensures all client onboarding meets regulatory and contractual standards.

6. TRAINING

Staff engaged in onboarding and after-sales must receive periodic training on client engagement best practices, product knowledge, and communication skills.

7. MEASUREMENT & REPORTING

  • Track onboarding completion rates, client satisfaction scores, and support resolution metrics.

  • Report regularly to management and implement improvements based on findings.

8. CONTACT

For onboarding or after-sales support, clients should contact:
📧 support@mplats.co.za
📞 013 516 0549

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