Decision
Standardize the post-kickoff client onboarding packet to always include: a Loom video walkthrough of the dashboard (recorded against a fake client account), Tatum’s 4-item equipment recommendation list, and any other assets Hermes has outlined for the client lifecycle.
Context
Rob Miller (Manse) struggled to navigate the dashboard; Blake sent him a one-off Loom but it wasn’t part of a standard process. The JOLT team sync on Oct 7 surfaced that no standard packet existed and that this gap would recur with every new client.
Options considered
- Continue ad-hoc: send materials only when a client surfaces confusion. Lost: doesn’t scale, creates uneven experience.
- Standardize: create a reusable packet with Loom + equipment guide + lifecycle assets. Won: one-time effort, Hermes can fill the doc per client, consistent experience.
Consequences
- Blake to create a generic Loom walkthrough using a fake client account (Hermes can enrich fake data if needed).
- Hermes to compile the packet template from existing lifecycle assets.
- Standard packet becomes part of every JOLT onboarding from this point forward.
Meeting reference: JOLT! Team Meeting: Client Pipeline Status and Partnership Outreach Strategy