Customer Onboarding

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To take a new trial signup from first contact to an active, value-realising customer — consistently, within 14 days of signup.

Predrag Tasevski — CEO / Visionary

This process starts when a new trial signup is confirmed — either via the unicis.tech signup form (Mautic notification) or via a direct outreach that results in a trial account being created.

1. Signup confirmation — Mautic sends automated welcome email with getting-started link. Predrag receives notification in Matrix (#sales channel). \\Tool: Mautic, Matrix
2. Account created in Dolibarr — Create a new third-party (Tiers) record in Dolibarr for the organisation. Link the contact to the Mautic subscriber record. \\Tool: Dolibarr
3. Qualification check (day 1–2) — Predrag reviews the signup: company size, country, use case. If the customer fits the Ideal Customer Profile, proceed. If not, note in Dolibarr and continue nurture via Mautic only. \\Tool: Dolibarr, Mautic
4. Welcome call booked (day 2–3) — Send a personal welcome message via email (FreeScout) offering a 30-minute onboarding call. Use the Unicis Nextcloud Calendar link for scheduling. \\Tool: FreeScout, Nextcloud Calendar
5. Onboarding call (day 3–7) — 30-minute call via Jitsi. Cover: their primary compliance need, which framework to start with, how to import controls, how to invite their team. Record the call if the customer consents. \\Tool: Nextcloud Talk
6. Follow-up + resources (within 24h of call) — Send follow-up email via FreeScout with: summary of call, link to relevant documentation, link to the Unicis Docs, and community Discord invite. \\Tool: FreeScout
7. 7-day check-in — Automated Mautic email at day 7: “How is it going?” with link to feedback form. Predrag reviews opens and replies in FreeScout. \\Tool: Mautic, FreeScout
8. Conversion conversation (day 10–14) — If the customer is active (logged in ≥ 3 times, has at least one framework mapped), initiate a conversion conversation. Send Dolibarr quote/proposal with subscription options. \\Tool: Dolibarr
9. Subscription activated — Customer selects a plan. Dolibarr invoice sent. Wise payment link shared. Account upgraded in the platform. Record confirmed in Dolibarr as active customer. \\Tool: Dolibarr, Wise, Unicis Platform
10. Handoff to ongoing success — Add customer to the active customer Matrix channel or Discord. Assign to Alexander for ongoing support and community engagement. \\Tool: Matrix, Discord

The process is complete when:

• The customer has an active paid subscription in Dolibarr
• The customer has at least one framework mapped in the platform
• The customer record is complete in Dolibarr (contact, organisation, plan, notes)
• The customer has a support channel (Matrix or Discord)

• Mautic — automated emails, lead tracking, nurture sequences
• Dolibarr — CRM record, quoting, invoicing, customer lifecycle
• FreeScout — personal outreach and support email
• Jitsi — onboarding call
• Nextcloud Calendar — meeting scheduling
• Wise — payment link for invoice
• Unicis Platform — customer's actual product environment
• Matrix / Discord — ongoing customer community

• EU Projects participants: Organisations joining via OSCRAT, VIC, or other EU projects may have free access. Skip the conversion steps; ensure they are in Dolibarr as a project-linked account.
• Self-hosted customers: Steps 8–9 differ — they receive a licence key from billing.unicis.tech rather than a SaaS upgrade. Document separately once billing.unicis.tech is live.
• Inbound partner referrals: Note the referring partner in Dolibarr for commission tracking.

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