Stuart Neal
Director of Operations at Nextgen Marketing
We have worked with Vitalli and his team for well over a year now and will continue to do so in the future.
Having the confidence in an agency that allowed us to scale up and down development resources, as and when needed, has really made a positive difference to our agency.
Home / Blog / WordPress / What does the onboarding process look like for new white label partners?
When outsourcing, especially for the first time, it really makes sense to understand how the process works and what to expect. As you understand, white-label should feel like you just extended your agency with a remote office or a tech department. So, let’s make a list of the most important things you need to expect.
Understanding working hours is key to successful collaboration. Our clients know that we’re an EU-based team and working from 9 to 17 ( 9 a.m. to 5 p.m ) CET so our calls with US based clients is scheduled on client’s mornings and for Australian client’s for evenings.
That said, the typical turnaround for small requests is the same day or the next day.
To understand turnaround time for big projects like landing page development, website development etc – I recommend to check out the pricing page with rough timeline for each typical project type.
You agency already has preferred communication channel:
This will be the main communication channel. For everything, except email, the recommended structure is:
I strongly believe that it’s the point that requires the biggest attention from both sides. Skills do not equal efficiency, and that’s where task management can turn any successful project into a trash or mediocre project into an amazing client experience for your agency.
When your agency creates strategy for client’s marketing and shares project specs with white-label agency – first 50% – 75% of the project are very smooth – it’s a Building phase
However, next phase is Quality Assurance and polishing where most agencies lose time, margins, efficiency because of task management.
Here are key things for succesful task management for new agency onboarding:
2. Define rules
3. Share access
If yes – we’ll be using it
If no – start with something basic like trello or asana, don’t make things more difficult than they should be
When websites are being built, they pass the QA phase and are then ready for your agency and your client’s input. Good idea is to avoid any feedback before the page/project is explicitly shared for feedback. This will save your managers’ nerve cells, trust me.
This is the most important thing is to share company-wide access like staging environments, hosting, domain management, etc. For example, having shared hosting access for white-label partner’s email account will allow you to manage access and provide them with instant access to FTP/domain/ Email etc. in case of emergency without the requirement to wait for 2FA access if you just share credentials issued for one of your agency memebers.
Define what the deadline is and what’s redline. Some agencies say ex: the website should be ready in 8 weeks. Does it mean in 8 weeks it should be launched or fully developed?
Second type means launch not in 8 weeks, but rather in 9-12 weeks, depending on how quickly final content work will be done.
Another important step is setting expectations about things that you usually do. When agency is on the sales call with clients – you’re setting expectations on certain things that your white-label partner does not know yet, and it’s very important to share it. Let me make an example:
10 agencies do this in 10 different ways, and when your white-label partner starts working on the first project, it’s very important to know how to handle all of that and a good brief should help. Usually we build it together with agencies who does not have any and after couple of projects teams are fully aligned.
Agency onboarding takes 1 day, but full SYNC between teams will take a quarter. After first 3 month and at least 3 projects you should be happy with everything or it’s time to look for a new white-label partner
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