A new company arriving on Monday
A five-person team signs for a private office starting Monday. The sales manager sends the agreement through an e-signature tool. Once signed, someone creates the company in the membership platform, adds five members, sets up the direct debit, orders fobs, adds them to the access system, creates wifi logins, adds the company name to the mail list and the directory board, and books a welcome.
On Monday, two fobs do not work, the direct debit mandate has not been sent, one member's wifi login was created with a typo, and the office has not been cleaned since the last occupant left. The team lead's first impression is of chaos.
Why onboarding depends on who is on shift
- The signed agreement does not trigger anything; someone has to notice it is signed.
- Member details are retyped from the agreement into the platform, access system and wifi.
- Payment set-up is a separate step that is easy to forget until the first invoice fails.
- Office preparation, cleaning and furniture are not linked to the start date.
- Each community manager has their own way of doing it.
Membership platforms and access systems often integrate, but the integration covers only part of the list, and the rest is manual.
What a messy first day costs
New members' first impression shapes whether they renew. Access and wifi problems on day one mean the community manager spends the morning fixing them. Payment set-up missed at the start becomes arrears later. Mail arriving for a new company has nowhere to go. And the more members join at the start of the month, the worse the first working day gets.
Where your procedures require identity or company checks for new members, for example for virtual office or mail services, missing them at onboarding creates a risk that is hard to fix later.
The onboarding flow we build
- When the agreement is signed in your e-signature tool, the flow starts automatically with the details from the agreement.
- The company and members are created in your membership platform, such as Nexudus or OfficeRnD, from the agreement data, not retyped.
- Payment set-up is sent straight away, for example a GoCardless mandate or a Stripe card link, and the flow watches for completion.
- Members receive a form to confirm their details, upload a photo for their access profile, and complete any identity checks your procedures require.
- Access is issued in your access control system for the right doors and hours, and personal wifi credentials are created.
- Mail handling, directory listing and any phone answering are set up for the company.
- The community team gets a checklist for the start date: office cleaned and checked, furniture right, welcome booked, with each item ticked off.
- On day one, members receive a welcome message with access, wifi, house rules and who to ask for help.
| Task | Done by hand today | Done by the flow |
|---|---|---|
| Create members | Retyped | From the signed agreement |
| Payment set-up | Often forgotten | Sent on signature, tracked |
| Access and wifi | Set up separately | Issued together |
| Mail and directory | Remembered sometimes | Set up automatically |
| Office preparation | Ad hoc | Checklist tied to the start date |
Day one, after
New members walk in on Monday with working fobs and wifi, a cleaned office and a welcome message. The community manager spends the morning meeting them rather than fixing things. Payment is in place before the first invoice. And every site onboards members the same way, whoever is on shift.
Busy months are no longer a crisis. Ten companies starting on the first of the month means ten flows running, each with its own checklist, rather than a week of catching up.
Does this sound like your onboarding?
- New members' fobs or wifi do not work on day one.
- Member details are typed into several systems.
- Direct debits are set up late or forgotten.
- Offices are not ready on the start date.
- Each community manager onboards differently.