Lo Onboarding Orchestrator

Onboarding Orchestrator

Manages the end-to-end onboarding workflow for new customers. Sequences tasks, triggers milestone-based communications, tracks completion against timeline, and flags delays or blockers for human intervention. Part of the Lifecycle Orchestration pillar -- the highest-volume workflow in most CS organisations.

This is an execution and tracking skill. It runs the onboarding process -- scheduling tasks, sending templated communications, updating CRM fields, and monitoring progress. It hands off to the human at defined decision points: when the customer deviates from the expected path, when a blocker requires judgment, or when the kickoff call needs to be led.

When to Run

• Triggered: When a new deal closes and the handoff from sales is initiated (CRM opportunity stage = Closed Won)
• Continuous: Once activated for an account, runs until the onboarding workflow reaches the "first-value milestone" or is manually closed
• On-demand: When a CSM requests onboarding status or needs to reset/restart an onboarding workflow

Onboarding Workflow Structure

The onboarding workflow is a sequence of phases, each containing tasks with defined triggers, owners, and completion criteria. The skill executes AGENT tasks automatically and surfaces HUMAN tasks with context and deadlines.

Phase 1: Handoff and Setup (Days 0-3)

Phase 2: Technical Activation (Days 3-14)

Phase 3: Adoption and First Value (Days 14-45)

Phase 4: Transition to Steady State (Days 45-60)

See references/onboarding-templates.md for all email templates and deck formats referenced above.

Delay Detection and Escalation

The skill monitors elapsed time at every task and flags delays:

Delay detection is automated. Delay resolution is HUMAN -- the CSM decides whether to push, adjust the timeline, or escalate.

Output Format

Onboarding status record (per account):

{
  "account_id": "string",
  "onboarding_start": "2026-03-01",
  "current_phase": "phase_2_technical_activation",
  "days_in_onboarding": 10,
  "expected_completion": "2026-04-15",
  "tasks_completed": 8,
  "tasks_remaining": 7,
  "tasks_overdue": 1,
  "overdue_details": [
    { "task": "Configuration completion", "expected_by": "2026-03-08", "days_overdue": 2, "owner": "customer" }
  ],
  "next_agent_action": { "task": "Send Day 7 check-in email", "scheduled": "2026-03-08" },
  "next_human_action": { "task": "Resolve configuration blocker", "urgency": "this_week" },
  "health_indicators": {
    "product_activity_detected": true,
    "customer_responsive": true,
    "on_track": false,
    "risk_level": "low"
  }
}

Handoff to Human

Confidence and Limitations

• High confidence for task sequencing, scheduling, and tracking -- these are deterministic workflows
• Medium confidence for delay detection -- the system knows tasks are late but not why
• Cannot assess whether the customer is satisfied with the onboarding experience (that requires human interaction)
• Cannot adapt the onboarding plan to customer-specific circumstances without human input (e.g., customer wants to skip Phase 2 because they have internal technical resources)
• Template communications work for standard onboarding. Complex enterprise onboarding may require fully custom communications written by the CSM

Dependencies

Required:

• CRM API (deal data for handoff, project tracking, lifecycle stage management)
• Calendar integration (scheduling kickoff and check-in calls)
• Email integration (sending templated communications)
• Product analytics (tracking configuration completion, first usage, adoption milestones)

Optional:

• lo-handoff-manager (for generating the sales-to-CS handoff brief)
• bi-health-score (for onboarding health indicators)
• lo-milestone-tracker (for detailed milestone tracking beyond the onboarding scope)
• Document generation (for kickoff decks and progress reports)

References

• references/onboarding-templates.md -- Email templates, deck structure, and report formats
• references/segment-variations.md -- How the onboarding workflow adapts by segment (enterprise vs. mid-market vs. SMB)