Initial Client Contact Handoff Call
Purpose
The purpose of the Initial Client Contact (Soft Handoff) is to introduce the client to their assigned Project Manager and Implementation team, establish communication, set expectations for the implementation journey, and outline the next steps before the official Kickoff Meeting.
This meeting is intended to build rapport with the client and ensure they know who their primary contacts will be throughout implementation.
Participants
Required Attendees
- Sales Representative
- Assigned Project Manager
- Implementation Manager
- Implementation Admin
Timing
The Initial Client Contact should occur after the internal Sales to Implementation Handoff Meeting has been completed and after the implementation ticket has been submitted, but before the Kickoff Meeting.
Step 1 – Welcome & Introductions
The Project Manager should:
- Welcome the client to HR Butler.
- Thank them for choosing HR Butler.
- Introduce everyone attending the meeting.
- Explain each team member's role.
- Establish the Project Manager as the client's primary point of contact throughout implementation.
Objective:
Build an early relationship with the client and establish a clear line of communication.
Step 2 – Project Plan Overview
Provide the client with a brief overview of the implementation process.
Explain that:
- A detailed Project Plan will be created and maintained throughout implementation.
- The Project Plan will outline:
- Major milestones
- Key deliverables
- Responsibilities
- Estimated implementation timeline
- The Project Plan will be reviewed together during the Kickoff Meeting and updated throughout the project as needed.
Objective:
Help the client understand that implementation will be structured, organized, and proactively managed.
Step 3 – Welcome Email
Inform the client that following the meeting they will receive a Welcome Email.
The Welcome Email will include:
- Project Manager contact information
- Implementation resources
- Next steps
- Kickoff Meeting scheduling information
- Any documentation needed prior to kickoff
Objective:
Set expectations for upcoming communication.
Step 4 – Kickoff Meeting
Discuss scheduling the official Kickoff Meeting.
Explain that during the Kickoff Meeting the team will:
- Review the implementation timeline
- Review the Project Plan
- Discuss implementation milestones
- Introduce the Payroll team
- Review responsibilities and expectations
- Begin implementation activities
Objective:
Prepare the client for the formal start of implementation.
Step 5 – Prior Payroll Authorization
Advise the client that HR Butler will begin gathering prior payroll information as part of implementation.
Ask the client to:
- Watch for authorization requests from their previous payroll provider.
- Complete any authorization codes, verification requests, or approval emails promptly.
Explain that these authorizations allow HR Butler to retrieve prior payroll data and help keep the implementation on schedule.
Objective:
Prevent delays in obtaining prior payroll information.
Step 6 – Questions
Allow the client time to ask any initial questions.
Clarify:
- Immediate next steps
- Expected communication
- Upcoming meetings
- Implementation timeline
Step 7 – Closing
Before ending the meeting:
- Thank the client for their time.
- Express excitement about partnering with them.
- Confirm the client will receive the Welcome Email.
- Confirm the Kickoff Meeting will be scheduled.
- Reinforce that the Project Manager is their primary point of contact.
Deliverables
Following the Initial Client Contact, the Project Manager will:
- Send the Welcome Email.
- Schedule the Kickoff Meeting.
- Begin or continue building the Project Plan.
- Document meeting notes.
- Follow up on any outstanding action items.
- Monitor prior payroll authorization requests.
Success Criteria
The Initial Client Contact is considered successful when:
- The client has been introduced to their Project Manager and Implementation team.
- Communication channels have been established.
- The client understands the implementation process and next steps.
- Expectations have been set for the Kickoff Meeting.
- The client is aware of any upcoming authorization requests from their prior payroll provider.
- The Welcome Email and Kickoff Meeting have been initiated.