Client Onboarding Solution Accelerator

Introduction

Business Context

When a new client is to be onboarded, several activities need to be carried out, including: 

General set-up of the client.
Due diligence and compliance activities, such as AML and conflict checking.
Define and agree on the commercial parameters for each of the services ShareDo provides to them, including Fees/Rates, Reporting Requirements, and SLA/processing requirements.
Potentially provisioning/setting up the client in other systems, such as the finance/PMS system.

These processes will vary based on whether the client is a Business (B2B) or a Consumer (B2C), and possibly on whether the client is a large corporation or a Small to Medium Enterprise (SME).

The Client Onboarding Accelerator is designed to accelerate the configuration of ShareDo client onboarding solutions by offering a package that includes:

Design documents that can be used to review and define requirements with your stakeholders.
Workflow designs that can be used to facilitate process design workshops.
ShareDo configuration export pack, including configuration elements such as work types, workflows, portals and data capture.

These are designed to expedite the delivery of a Client Onboarding solution for scenarios such as:

Setting up, checking and managing B2C clients.
Setting up, checking and managing B2B clients.

The aim of the accelerator is twofold:

Streamline and standardise the client onboarding process, integrate the process for setting up new clients, manage the risk and compliance activities, consider the commercial and operational aspects, and, if required, create the client in third-party systems, such as a finance system/PMS.
Enable effective visibility and management of clients by providing a holistic view of the client’s portfolio of cases, and the ability to proactively manage client risk and compliance requirements, such as iterative compliance checks.

Solution Components

The following diagrams illustrate the overall solution components for the Client Onboarding Accelerator. There is a slight variation between B2B and B2C due to the difference in related work types. For example, in a B2B scenario, new work is referred to as an ‘Instruction’, whereas in a B2C scenario, new work is referred to as an ‘Enquiry’.

The following solution context model is for a B2B scenario:

The following solution context model is for a B2C scenario:

The following table describes the solution elements for the above solution design.

Element	Description
Client (work type)	This is the work type (container) for the client (not to be confused with the client ODS/entity or participant role). The work type includes: A customised portal to visualise information and activities about the client A phase plan to track the status of the client, such as whether it is in the process of being onboarded, or if it is activated or deactivated Ability to store documents in relation to the client outside of the scope of a matter/case Ability to time record in relation to the client, for example, to capture non-billable value-add time spent, e.g. training.
B2B Contracts & Mandates (aka Statements of Work)	In ShareDo, B2B matters (and indeed instructions) are performed under the control of a mandate (also known as a Statement of Work or SoW). The mandate will define items such as: The SLA or processing variables. The commercial terms – such as the fees/rates that are to be charged. The security or processing teams – who is allowed access to the matters under a mandate. The use of processing variables is particularly prevalent in the insurance sector and enables the specification of items such as client SLA variables or specific document templates to be used.
B2C Products & Product Lines	In ShareDo, B2C matters (and indeed enquiries) are performed under the control of a product line. The product lines can be used to categorise work and define items such as: Processing variables. The commercial terms – such as the fees/rates that are to be charged. The security or processing teams – who are allowed access to the matters under a mandate.
Instruction (B2B)	Instructions are the primary container for processing inbound instructions for services to B2B clients. Just like any other item of work in ShareDo, they can be specialised to meet specific processing requirements. Using instructions, you can model the different data and processing requirements for different work types, such as commercial or disputes.
Enquiry (B2C)	Enquiries are the primary container for processing inbound instructions for services to B2C clients. Just like any other item of work in ShareDo, they can be specialised to meet specific processing requirements. Using enquiries, you can model the different data and processing requirements for different work types, such as real estate or disputes.
Matters	When an enquiry or instruction is converted, it becomes a matter.  Matters are the primary container for managing legal cases throughout their lifecycle. The matter container provides all the tools and processes to facilitate efficient case management while supporting compliance with relevant regulatory and business protocols.
Integrations	ShareDo isn't an island and will typically plug into several internal or external services, such as document management systems, reporting tools, or third-party services, such as court or address services.
Organisational	Managing work requires people, users, and teams. Within ShareDo, you model these together with their permissions and the rules by which they are allocated.
Personas	When users view ShareDo, what they see is determined by their persona. Key personas are Case Handlers, Case Supervisors, Clients. For example, different personas can be configured to see different portals or widgets within the ShareDo application.
Proceedings	ShareDo provides a specialist work type for managing litigation with dedicated accelerators for different jurisdictions.

ShareDo's accelerators are designed to be componentised, with common accelerators being referenced by other accelerators. The Client Onboarding Solution accelerator should be implemented with reference to the following accelerators.

Solution Accelerator	Description
B2C Enquiries	Accelerator for creating and managing the B2C client enquiry process.

Generally B2B Instructions and Matters are defined in the respective work type accelerators, e.g. dispute – defendant, as are products/product lines and contracts/mandates.

Solution Highlights

The following table lists some of the highlights of the solution from the Client Onboarding accelerator.

Highlight	Description
Standardised onboarding process	Defining a standardised onboarding process for clients, ensuring that tasks are completed consistently, whilst recognising the variation between B2C and B2B clients. This approach leads to more consistent results, helping to maintain the same level of quality across the business, and making it easier to meet customer expectations. Streamlined design and automated workflows mean that employees don’t have to figure out the best way to do something each time, reducing risk and waste, and increasing productivity.
Improved client management	The Accelerator will provide a centralised ‘hub’ for each client, including client lifecycle tracking, client information capture, contact management, and much more. It can be used to provide a centralised, user-friendly interface that consolidates all related work activities associated with a client. It enables users to efficiently monitor, organise, and interact with tasks, updates, and documentation linked to the client. The view dynamically displays activities such as pending tasks, completed milestones, scheduled meetings, and key deadlines. It incorporates filtering and sorting options to allow customisation based on categories, priority, or timeline. Additionally, the hub integrates real-time updates and visual indicators to highlight progress and any actions requiring immediate attention, ensuring a seamless work management experience.
Risk management dashboard	A dedicated risk management portal page provides a summarised view of risk management-related key dates, risk scorecard metrics and profiling, and an example method for capturing risk management strategy information. An example use case is for Risk & Compliance. They would be able to easily manage and track compliance activities, including audit information, for new and existing clients to proactively manage risk.
360° view of client of portfolio	Ability for users to see related contracts/products, instructions/enquiries, and matter for a specific client, providing a 360° view of client activity. An example use case is for Client Partners to have easy access to their client information and activity.
Document management	Ability to create and store client documentation and communication in a dedicated client document repository.
Time recording against the client	Ability to record non-billable, value add time, such as training and case clinics against specific client records, making it easier to produce client value-add activity reporting to feed into client relationship management and re-tendering activities.

Solution Workflows

The following table lists some pre-configured starter workflows in the Client Onboarding accelerator. These can then be extended to meet your needs – see the following article to understand workflow automation in ShareDo.

Workflow	Description
Core - Client Work Type - Query Client Exists	Workflow designed to check if a client work type already exists when a user creates a new enquiry or instruction, minimising the risk of duplicating client instances.
Core - Client Work Type - Create Client Container	Workflow designed to automate the creation of a client work type instance and trigger the client onboarding process.