VA Onboarding
First Week
- Define outcomes and success metrics
- List daily/weekly tasks with time estimates
- Grant tool access (email, calendar, chat, drive, CRM, help desk)
- Share templates: replies, signatures, tone notes
- Create a single intake channel (requests → ticket/task)
- Schedule daily stand-up (10 min) + end-of-week KPI snapshot
- Confirm SLA targets (response/turnaround) and escalation path
Help Desk SOP
Daily Run
- Channels monitored: email, chat, phone, WhatsApp
- Triage rule: P1 (urgent), P2 (today), P3 (this week)
- Macros loaded (refunds, ETA, scheduling, status)
- First Response Time (FRT) target met (%)
- Escalations logged with owner + deadline
- CSAT survey sent on resolution
- Daily end-of-day summary posted
Law Firm Intake
Daily
- Intake script followed; mandatory fields complete
- Conflict check cleared; file/matter opened
- Consult scheduled; confirmation + reminders sent
- Deadlines entered in central calendar with reminders/ticklers
- Required docs requested and indexed
- Status note + next action recorded in case system
- Weekly matter review completed
Real Estate Transaction Coordination
Key Milestones
- Offer accepted; timeline shared with parties
- Inspections scheduled; results logged; repair requests tracked
- Appraisal ordered; lender updates monitored
- Title/escrow cleared; HOA/condo docs received (if applicable)
- Contingencies removed by dates; reminders confirmed
- Clear to Close; CD confirmed; signing scheduled
Intake & Scheduling
Speed-To-Book
- One number/inbox/form; auto-acknowledge on receipt
- Routing rules by service/location/priority
- Two-way calendar sync + buffers + time zones
- SMS/email reminders; no-show recovery flow
- Optional deposit/payment collected and logged
- Prep notes + attachments added to event
- Show-up rate and time-to-book tracked weekly
Security Baseline
Monthly Review
- Role access reviewed; least-privilege enforced
- 2FA enabled on email, drive, CRM, finance, help desk
- Password manager used; shared vaults audited
- File sharing outside domain reviewed
- Offboarding last-month changes audited (users, tokens, keys)