Onboarding and support

Agree the work, test the journey, then hand it over clearly.

CRM onboarding is not a data upload followed by hope. It starts with fit and responsibilities, uses fictional or controlled samples for testing, and ends with an agreed acceptance point.

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Customer Thread

A controlled onboarding path

Illustrative example

Discover
Goals and dependencies
Prepare
Data and workflow inputs
Configure
Account and journeys
Accept
Customer tests the result
Human decision
Handover
Owners and next review

Exact deliverables, timings and support commitments require an agreed scope.

Controlled delivery path

Make progress visible before the system becomes operational.

A useful onboarding view shows inputs, owners, checks and acceptance — not simply a progress bar that hides open decisions.

121 CRM · Onboarding control room

Discover

Goals and dependencies

Prepare

Data and workflow inputs

Configure

Account and journeys

Customer tests the result

Handover

Owners and next review

Open decision

Migration history depth

Customer owner

Operations lead

Acceptance gate

Representative journeys pass

Illustrative exampleSequence only. Deliverables, timings, support and cost require an agreed scope.

Inside the working system

See what each part contributes.

The CRM is easier to plan when contacts, conversations, work, access and automation are treated as separate capabilities with clear responsibilities.

Capability 01

Import and export

Moves supported records through structured files, with mapping and validation needed before relying on the result.

How it works: Stores or organises supported business data under configured fields, permissions and record rules.
Why use it: Supports controlled migration and operational extracts when the data is prepared and reconciled.
Plan for: The platform does not make imported, duplicated or incomplete data accurate without review. Bulk migration requires mapping and reconciliation; do not treat a completed import as proof of accuracy or reversibility.
Your team owns: A data owner must define the record model and resolve quality, ownership and access exceptions.

Capability 02

Users, roles and permissions

Controls whether a user acts at agency or sub-account level and which supported areas they can access.

How it works: Controls agency or sub-account configuration that determines access, packaging, governance or billing.
Why use it: Limits day-to-day access to the work a person actually needs to perform.
Plan for: Availability and control depth depend on agency plan, role and current account configuration.
Your team owns: An authorised administrator must review, approve and audit material changes.

Capability 03

Testing and execution logs

Supports test runs and operational evidence used to diagnose why a record did or did not follow a path.

How it works: Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it: Gives a human a way to verify automation and investigate exceptions.
Plan for: Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns: A process owner must approve, test, monitor and pause or correct faulty automation.

Capability 04

Snapshots

Packages supported configuration assets so they can be applied to eligible sub-accounts.

How it works: Controls agency or sub-account configuration that determines access, packaging, governance or billing.
Why use it: Makes a reviewed starting configuration repeatable without claiming every account is identical.
Plan for: Availability and control depth depend on agency plan, role and current account configuration.
Your team owns: An authorised administrator must review, approve and audit material changes.

Before configuration

Start with what the team needs to see and do.

A useful scope names the customer journey, source data, owners, channels, permissions, connected systems and acceptance checks.

Customer

Provide lawful, relevant data and explain its quality, source and current ownership.

121

Document the proposed configuration and identify dependencies or decisions that remain open.

Connected suppliers

Confirm account ownership, credentials, limits and costs for each enabled service.

Build and acceptance

Test representative journeys before relying on them.

Use sample records to inspect field mapping, permissions, stages, messages, failures, handovers and reporting.

Sample first

Reconcile a controlled sample before any broader migration.

Test exceptions

Include opt-outs, duplicate contacts, missing information and failed handovers.

Human approval

Customer acceptance

A nominated customer owner approves the configured journey and known limitations.

Migration control

Map a sample before moving the whole history.

Source fields, destination fields and exceptions should be reconciled on a controlled sample before broader import work.

121 CRM · Migration mapping

Source fieldCRM fieldStatus

Company nameOrganisationMapped

Primary emailContact emailSampled

Free-text notesHistory notesReview

Legacy stageOpportunity stageDecision

12 mapped4 sampled3 decisions open

Illustrative exampleSample records and field names are fictional. A real migration needs source-specific reconciliation.

Handover and support

Name who owns the next change.

Training, managed operation, monitoring and response targets are not assumed. Record them only where the agreed service includes them.

Operating owners

Name who maintains data, users, workflows, messages and connected accounts.

Change control

Test material workflow or permission changes before live use.

Not yet part of the published service

Support route

Support hours, contact routes and targets remain a commercial decision until confirmed.

Questions about this page

Useful answers, without the sales fog.

1. Is onboarding included in the subscription?

The checkout does not specify onboarding or setup services. Exact onboarding work and cost must be agreed separately.

2. Will 121 migrate all of our existing data?

No general migration commitment has been approved. Source systems, records, volumes, cleaning, history, attachments and reconciliation must be scoped first.

3. What support hours apply?

The subscription does not state support channels, hours or response targets. Confirm the service you need before purchase if those details matter to your decision.

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Continue the journey

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Delegate the work. Keep the human.

Ready to organise the customer journey?

Subscribe through the approved secure checkout, or review pricing and responsibilities before you decide.

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