Customer onboarding

Owner: Abhijit Mukherjee. Reviewed December 2025.

Before the first load

1. Signed service agreement and the temperature annex. The annex is not optional and is not the agreement.
2. Credit check cleared by Finance.
3. Site contact list including an out-of-hours number that reaches a person, not a gate.
4. Agreed notification class, written into the annex, matching the customer notification matrix.
5. Agreed disposition authority: who at the customer may accept a conditional release.

Systems

Create the customer in billing first; the slot calendar reads the code from billing. A customer created only in the calendar will book slots that nobody can invoice, and we have done this twice.

Annex pricing

If the customer negotiates annex pricing, Finance holds the list. Do not quote the standard rate card to an annex customer and do not guess from the customer's name.

Handover

The sales owner hands over to customer service at the first delivery, not at signature. Anything agreed verbally before that is written into the annex or it does not exist.

Ninety-day review

Every new customer is reviewed at ninety days: volumes against forecast, exceptions raised, invoices disputed, and whether the notification class we agreed is the one they actually want.