WF01 · New Client Onboarding — Team Guide
What happens, who does what, and what HubSpot handles automatically during New Client Onboarding.
Audience: PGN team members who take part in onboarding new members. This guide explains what happens after a new client pays a deposit, who does what, and what HubSpot handles automatically.
Version 1.0 · Last reviewed 2026-10-12 · Content owner: Selina Genaro · Source: PGN HubSpot Workflow 1 spec
The journey at a glance
- The client pays a deposit.
- The client receives their membership Agreement to sign. Reminders go out every 2 days until they sign.
- Once the Agreement is signed, the client receives a Welcome Email.
- The client completes their New Member Assessment. Reminders go out every 2 days until they do.
- A mentor is matched and assigned, and the mentor makes a welcome call within 24 hours.
What HubSpot does for you automatically
- Sends the Agreement through DocuSign once the deposit is recorded.
- Sends signing reminders (from Tina Cherry, Accounting) starting 2 hours after the deal closes, then every 2 days until the Agreement is signed.
- Records the signing date as soon as the client signs.
- Sends the Welcome Email (from Luz Sellers, Support) 1 hour after signing. It includes Assessment instructions, a link to book a Structure Call, a PinnPlace invitation, and a request for swag details.
- Sends Assessment reminders starting 1 day after signing, then every 2 days until the Assessment is complete.
- Marks the Assessment complete as soon as the client finishes it in ScaleIt Software, with no manual check needed.
- Notifies the mentor and Payroll as soon as a mentor is assigned, including the member's name, phone, and email.
- Notifies Payroll when a commission is due on a Sales Team sale.
- Adds every new member to the master customer list.
Who does what
| Person / team | Responsibilities |
|---|---|
| Sales Team | Processes the deposit, which creates the deal in HubSpot. |
| Tina Cherry (Accounting) | Adds new client details; sets up the payment plan in Invoiced.com; adds the client to the accrual schedule; uploads the signed agreement to QuickBooks. |
| Luz Sellers (Support) | Sends books to the new member. The Welcome and Assessment emails go out in Luz's name. |
| Inge Bothma | Sends the welcome lunch gift card. |
| Nicole Silva | Checks the start/end dates in ScaleIt Software and adds the External ID. Nicole owns all ScaleIt Software tasks. |
| Jennifer DeWitt | Adds key data in the CRM; assigns and completes the big event welcome call; records the client's birthday (month and day only); checks for a member referral. |
| Megan Martinez | Orders the welcome hoodie; adds the member to PinnPlace (without sending a second invite); checks 14 days later whether they've joined PinnPlace. |
| Desiree Santana (Mentor Team) | Confirms the Assessment is complete before matching; assigns the mentor in HubSpot and in the Software; checks 26 hours later that the welcome call happened. |
| Assigned mentor | Makes the welcome call within 24 hours of being assigned. |
Important rules
- No mentor before the Assessment. A mentor can't be assigned until the New Member Assessment is complete, because the Assessment is used to find the right match.
- Welcome call within 24 hours. The assigned mentor must make the welcome call within 24 hours. Desiree checks it was done.
- Birthdays without the year. Record the month and day only, never the year, to protect member privacy.
- Signed agreements stay in DocuSign. HubSpot only records the signing date, not the document itself.
Frequently asked questions
The client says they never got their login details. Where do they look?
The Assessment is accessed from the email titled "Pinnacle Global Network - Your Login Credentials," which comes from ScaleIt Software.
Why are reminders still going out?
Signing reminders stop once the Agreement is signed. Assessment reminders stop once the Assessment is marked complete. If reminders continue after the client has finished, contact the HubSpot admin.
How do we get the client's hoodie size and address?
The Welcome Email asks the client for these details. The team is considering replacing the email reply with a short form (address, size, and color) to make this more reliable.
Related: WF01 · New Client Onboarding — Technical Reference. Questions or corrections? Contact the content owner listed above.