Goals
- •Standardised onboarding (same baseline training every time)
- •Role-based onboarding (quick access to what is relevant)
- •Measurable onboarding (checklists + criteria for "ready")
- •Easy maintenance (single source, clear ownership)
Work Example
Onboarding Guides
Fictitious case: PakkePilot AS (logistics/fulfilment with high seasonal staffing)
Main content
Overview
Background: PakkePilot AS provides warehouse/fulfilment and last-mile distribution for online stores. During peak seasons (Black Week, Christmas, summer sales) staffing scales up rapidly. Turnover is high because many workers are temporary, part-time, or students.
Target audiences
- •Employees: seasonal workers in terminal/warehouse and couriers/drivers
- •Customers: online stores setting up warehouse/fulfilment and/or shipping with PakkePilot
Getting started at a glance
- •Typical lead time: 5–10 business days (depends on integration and data quality)
- •Two main tracks: (A) Fulfilment (warehouse) and/or (B) Shipping/delivery
- •Dedicated Customer Success contact + access to the customer portal
Timeline (example)
Typical launch: 5–10 business days. Actual time depends on integration and data quality.
| When | What happens | What the customer does |
|---|---|---|
| Day 0 | Kick-off meeting + scope confirmation | Sends volume estimate, product categories, desired shipping methods |
| Day 1–2 | Account & access setup | Adds users and billing info in customer portal |
| Day 2–4 | Integration (API / plugin) + data mapping | Activates integration, shares test orders |
| Day 4–6 | Testing (labels, pick/pack, shipping flow) | Approves test results and SLA |
| Day 6–7 | Training (30–45 min) + go-live plan | Attends training, sets go-live date |
| Week 1 after go-live | Hypercare: close follow-up | Reports issues via support, provides feedback |
Step-by-step launch guide
Step 1: Kick-off meeting
Clarify scope, volume, cut-off times, and special requirements.
Step 2: Customer portal access
Create users and add billing information.
Step 3: Integration and order data
Activate plugin/API, send test orders.
Step 4: Warehouse/fulfilment (if applicable)
Send product list, agree on delivery and labelling.
Step 5: Testing and quality
Test label/shipping flow and approve SLA.
Step 6: Go-live
Open for regular order processing with close follow-up.
Checklist: What we need from you
- •Volume estimate per week (orders and seasonal peaks)
- •Product data (SKU, weight, dimensions, hazardous goods marking if applicable)
- •Return policies and return solution
- •Shipping methods you offer at checkout
- •Contact persons (technical, operations, finance)
- •SLA requirements (delivery time, cut-off, packaging standard)
Contact information and escalation
| Topic | Contact | When | How |
|---|---|---|---|
| Launch/project | Customer Success – Elise H. | Weekdays 09–16 | cs@pakkepilot.no |
| Day-to-day operations/questions | Support | Weekdays 08–20 | support@pakkepilot.no / 999 99 999 |
| Critical outage | Operations on-call | Every day 08–22 | 999 99 999 |
| Invoicing/finance | Finance | Weekdays 09–15 | faktura@pakkepilot.no |
FAQ (customers)
- When can we go live?
- Once test orders are approved and shipping methods, cut-off times, and product data are confirmed. Typically 5–10 business days.
- What if our volume doubles during a campaign?
- Notify us at least 5 business days before the campaign. We will adjust staffing and capacity and agree on temporary measures.
- How do we report issues?
- Use the customer portal (preferred) or email support with the order number and a description. Critical issues can be called in to the on-call phone.
Maintenance and checklist
Ownership and updates
- •Ownership: People Ops owns the employee guide, Customer Success owns the customer guide.
- •Update cadence: at least quarterly + immediately when systems/processes change.
- •Feedback: 3-question survey after the first week (employees) and after go-live week 1 (customers).
- •Source: one main page/portal. PDF is used only as an export for sharing.
Checklist: Before go-live
- •Customer portal access has been created for the right people
- •Integration is activated and test orders have been completed
- •Shipping methods and cut-off times are agreed upon
- •Return process is agreed upon
- •Contact points and escalation paths are known internally
Download example documents
