OnRamp CS Standard Operating Procedures (SOP)

Last updated: March 13, 2026

This SOP helps Customer Success teams run OnRamp projects with consistency, clarity, and speed — reducing confusion, keeping timelines predictable, and scaling processes without sacrificing personalization.

Before You Begin

  • Confirm you have CSM or Admin permissions in OnRamp.
  • Align with your team on CRM naming conventions (Salesforce, HubSpot, etc.).
  • Review your team’s escalation and communication standards.

1. Use Clear Naming Conventions

  • Customer Accounts — use the official company name from the CRM (no nicknames).
  • Project Names — format as: [Customer] | [Product/Workflow] | [Launch Type/Date]
    Example: Acme Corp | Tier 1 Onboarding | Q3 2025 Launch
  • Playbooks — use consistent prefixes; keep titles customer-friendly externally and standardized internally.

2. Escalation Process for Non-Responsive Customers

  • Day 5 — Add an Internal Note and send a gentle Nudge email.
  • Day 10 — Post an External Comment reminding the customer of the deadline.
  • Day 15+ — Tag the Executive Sponsor; cc the CS Lead if risk is high.
  • Day 21+ — Optionally pause the project or reset milestones.

Use OnRamp’s comment macros and templated nudges for speed and consistency.

3. Keep Internal Notes Separate from Customer Comments

  • Comments (visible to customer) — use for instructions, deadlines, and requests.
  • Internal Notes (private) — use for risks, blockers, and strategy.
  • Quick rule: If it’s for the customer, make a Comment. If it’s about the customer, leave a Note.

4. Standardize Project Setup

  • Assign Project Owners automatically via Lanes logic or manually at kickoff.
  • Align Role Assignments with CRM ownership whenever possible.
  • Always include a fallback role in task mapping (Project Owner or “Me”).
  • Project Start Dates should be driven by CRM triggers or kickoff — don’t manually edit unless approved.
  • Add Affiliate Accounts at setup if secondary entities are involved.

5. Use Communication Tools Correctly

  • Internal Notes (Overview tab, right panel) — share context with your team; never visible to customers.
  • Nudges — send email reminders for stalled tasks.
  • Comments (on tasks) — document instructions or clarifications; visible in the Activity tab.
  • @ Mentions — call attention to a specific customer or teammate within a Comment.

6. Escalation Levels

  • L1 (2 days inactive) — Send Nudge (cc all customer users)
  • L2 (7 days) — Post Comment in project
  • L3 (14 days) — Notify Sales Manager if no activity from Sales
  • L4 (30 days) — Archive project

7. Audit and Improve Playbooks Regularly

  • General — ensure naming standards and task counts match scope.
  • Modules — follow naming formats, group tasks logically, avoid single-task modules.
  • Tasks — start with action verbs, set dependencies and due dates, validate all links.
  • Visuals & UX — use screenshots sparingly; keep instructions concise.
  • Automations — validate triggers in Sandbox before publishing.
  • Maintenance — version Playbooks (v1.3 → v1.4) and review quarterly.

Tips & Troubleshooting

  • Unsure whether to use a Note or Comment? Ask: “Would the customer benefit from seeing this?”
  • If escalation steps don’t get a response, consult your CS Lead before pausing or archiving.
  • Pin key messages in the Activity tab so customers never miss critical updates.