Summary / When to Use This
This SOP is your guide to running customer projects in OnRamp with consistency and confidence. It helps Customer Success teams:
Reduce confusion across accounts and projects
Communicate clearly with customers and internal teammates
Scale processes without sacrificing personalization
Keep onboarding timelines predictable and friction-free
Use this SOP whenever you are managing customer projects, auditing playbooks, or troubleshooting customer responsiveness.
Before You Begin
Make sure you have CSM or Admin permissions in OnRamp.
Confirm your team is aligned on CRM naming conventions (Salesforce, HubSpot, etc.).
Review your team’s escalation and communication standards so you know when to apply them.
Steps to Follow
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 LaunchPlaybooks: Keep prefixes consistent. Use customer-friendly titles externally and clear, standardized labels internally.
2. Follow the 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 and send a formal email (cc the CS Lead if risk is high).
Day 21+ – Optionally pause the project or reset milestones.
Tip: 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
Project Owners – Assigned automatically from Lanes logic or manually at kickoff.
Role Assignments – Align with CRM ownership whenever possible.
Task Mapping – Always include a fallback role (Project Owner or “Me”).
Project Start Dates – Driven by CRM triggers or kickoff; don’t manually edit unless approved.
Affiliate Accounts – Add at setup if secondary entities are involved.
5. Use OnRamp Communication Tools the Right Way
Internal Notes (Overview tab, right panel): Share context with your team. Never visible to customers.
Nudges: Send email reminders for stalled tasks. Great for quick pokes.
Comments (on tasks): Document instructions or clarifications. Visible in the Activity tab for full history.
@ Mentions: Call attention to a specific customer or teammate within a Comment.
6. Escalate Projects Consistently
Level | Days Inactive | Action |
L1 | 2 days | 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
Use the Playbook Quality Toolkit:
General: Ensure naming standards and task counts match project scope.
Modules: Follow naming formats (“Preparing Database”), group tasks logically, and avoid single-task modules.
Tasks: Start with action verbs, avoid “your/our” phrasing, set dependencies and due dates, check links.
Visuals & UX: Use screenshots or guides sparingly; keep instructions concise.
Automations: Validate entry/exit triggers in Sandbox before publishing.
Maintenance: Version playbooks (v1.3 → v1.4), and review quarterly.
Tips & Troubleshooting
If you’re unsure whether to use a Note or Comment, ask: “Would the customer benefit from seeing this?”
If escalation steps don’t spark a response, consult your CS Lead before pausing or archiving a project.
To streamline communications, pin key messages in the Activity tab so customers never miss critical updates.