SOP — New Customer Onboarding

Internal only

This document contains protected Ikamet operational intelligence. Access restricted to Ikamet team via Cloudflare Access.

Note

This SOP covers the operational steps after a customer signs up or places their first order. It does not cover the marketing or sales process.

Trigger

A new customer record appears in the system — either via the app-web onboarding flow, or created manually by a staff member.

Steps

1. Review the customer profile

Open the customer workspace (/customers/cus_xxx). Verify:

• Name matches the passport (check spelling, middle names)
• Phone number is complete with country code and WhatsApp-capable
• Email is valid
• Nationality is recorded

If any field is missing or suspicious, flag it before proceeding.

2. Assign an agent

Assign the customer to the appropriate agent based on:

• Service type (insurance customers → insurance agent; immigration → immigration agent)
• Language (match agent language capability to customer)
• Workload (distribute evenly)

Use the “Assign Agent” function in the customer workspace. This writes an AGENT_ASSIGNED timeline event.

3. Send welcome WhatsApp

Send an introductory WhatsApp message from the customer workspace communications tab:

“Merhaba [Name], Ikamet’e hoş geldiniz! Ben [Agent Name], size yardımcı olacak uzmanınızım. Bir sorunuz olursa buradan ulaşabilirsiniz.”

(Adjust language to customer’s preference. English version available.)

Log the message via the communications tab (type: WHATSAPP, direction: OUTBOUND).

4. Create the first task

Create an intake task:

• Title: “Review [Customer Name] — initial document check”
• Priority: MEDIUM (raise to HIGH if a deadline is approaching)
• Due: within 2 business days
• Assign to yourself or the designated agent

5. Review the order (if applicable)

If the customer placed an order:

• Open the order from the workspace
• Confirm the service type and any notes from the intake form
• Check if documents were already uploaded via app-web

6. Request missing documents

Identify required documents for the service type (see workflow docs). For each missing document:

• Note what is needed in the task description
• Send a WhatsApp listing the required documents clearly, one per line

7. Set document expectations

Communicate the timeline to the customer:

• How long document collection typically takes
• What happens after they submit
• Who to contact if they have questions

Quality checks

Before marking the intake task complete:

• Agent assigned
• Welcome message sent
• Required documents listed and communicated
• Order reviewed and service type confirmed
• Next follow-up task created