Onboarding SOPs · Zocket Wiki

Every deal, the spine

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Four phases, every customer, whatever they bought.

Phase 1, Kickoff

NDA signed by both sides
Paid POC signed with success KPIs written down, no platform access before this
Scope agreed in the customer's own units: masters + adaptations for creative, channels for ORM, accounts for paid. Not credits
One SPOC each side named, plus an escalation contact. CS is our SPOC; PM and SA route customer comms through CS
Shared channel created (Slack or email DL) and a weekly call booked for the first 30–60 days
Client Drive folder created: Contracts · Brand Kit · Access · Compliance · Briefs · Reports

Phase 2, Access

Intake templates sent from the master folder
User list with roles collected: admins, approvers, view-only; include the agency if there is one
Platform logins issued: access is organisation-wide, so add every user who'll collaborate, not just the SPOC
Markets, regions and languages in scope confirmed
OAuth / partner access granted for every in-scope platform (Connector Access Checklist)
Security review pack sent if their IT gates access, SOC 2 / ISO / GDPR documentation and data-residency answers. Start this on day one; it is the longest pole in enterpriseRegulated / BFSI

Phase 3, Build

Brand Brain built: run the Brand Brain SOP; 1–2 days once client inputs land
Module SOPs run for what they bought

Phase 4, Go live

Gradual rollout: one account, channel or sub-brand first, expand after it holds
Assisted onboarding delivered: up to a week hands-on; on-site for enterprise
30/60-day review held against the POC KPIs before conversion

Brand Brain setup

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The knowledge graph every agent reads before it acts. Three lanes run in parallel: Crawl (we extract it, zero client effort), Hybrid (we draft, they validate), Client (only they have it). The client lane is the critical path, send that request list on day one.

AI Designer

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Prerequisite: Brand Brain complete. Expectations to set: first cuts in minutes to hours, bulk adaptations typically within a day, video 24–48 hours with an account manager on quality.

AI Paid Media

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Consumer Insights

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The listening layer, and the foundation Brand Moderator builds on, connect here first.

Brand Moderator

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The response layer. The shadow-mode week is non-negotiable, it is what catches appreciation comments creating tickets and over-aggressive privacy masking.

Reporting

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Often the thing the customer is actually buying. Don't leave it to the end.

Checklist

Reporting requirements captured in the customer's format: if they're replacing an incumbent, get a copy of that report and match it first
Dashboards built for the agreed views, including role-based splits where leadership and operators need different things
Reports saved for each recurring analysis
Alerts configured: cadence, recipients, channel, and confirm the first delivery actually arrived
Agency or multi-stakeholder access scoped where relevant
Draft reviewed with the client before finalising the recurring format

Wrap-up

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