Client Onboarding Playbook for WiFi Marketing Resellers
Key Takeaways: Clients who go live within 7 days of signing have 40% lower 90-day churn than clients who take 30+ days (Totango, 2025). The onboarding process has 5 phases: welcome, survey, configuration, launch, and first-results review. Total reseller effort per client: 3-5 hours. The onboarding experience sets the tone for the entire client relationship — a fast, smooth deployment creates confidence; a delayed, disorganized one creates doubt. Use this playbook as a repeatable process that scales across your client portfolio.
Onboarding is where client relationships are made or broken. A WiFi marketing client who signs the contract, waits three weeks for deployment, receives a generic portal that does not match their brand, and never gets a results call is going to churn within 90 days. A client who signs, goes live in 5 days, sees their brand on the portal, captures their first contacts, and gets a call showing the results is going to stay for years.
This playbook covers every step of the onboarding process, from contract signature to first-results review, with checklists, timelines, and templates you can adapt for your business.
Onboarding timeline overview
| Phase | Timeline | Key deliverable |
|---|---|---|
| Phase 1: Welcome | Day 0-1 | Welcome email sent, setup call scheduled |
| Phase 2: Survey | Day 1-2 | Hardware and branding information collected |
| Phase 3: Configuration | Day 2-5 | Portal designed, campaigns configured, hardware connected |
| Phase 4: Launch | Day 5-6 | Portal live on guest SSID, first contacts captured |
| Phase 5: First results | Day 7-10 | Results call with client, performance baseline established |
Target: Contract signed to portal live in 7 business days or fewer.
Phase 1: Welcome (Day 0-1)
The welcome phase sets expectations and collects the information you need to proceed.
Day 0: Welcome email
Send immediately after the contract is signed. This email should include:
Template:
Subject: Welcome to [Your Company Name] WiFi Marketing — next steps
Hi [Client Name],
Welcome to [Your Company Name]! We are excited to launch your WiFi marketing service.
Here is what happens next:
- •We will schedule a 15-minute setup call to collect your branding details and WiFi hardware information
- •We design your branded captive portal and set up your automation campaigns
- •We connect the portal to your guest WiFi network
- •Your portal goes live and starts capturing guest contacts
Target go-live date: [7 business days from today]
To get started, please:
- •Reply with 2-3 available times for a 15-minute call this week
- •Share your logo file (PNG or SVG, transparent background preferred)
- •Share your brand colors (hex codes if available, or examples)
Looking forward to getting you live!
[Your Name] [Your Company]
Day 1: Setup call (15 minutes)
The setup call collects the technical and branding information needed for configuration.
Setup call agenda:
- •Confirm venue details — name, address, number of locations
- •WiFi hardware — what access points, controllers, or routers are installed? (brand, model, firmware version if available)
- •Guest SSID — what is the current SSID name for guest WiFi?
- •Current portal — is there an existing splash page or login method?
- •Branding — logo, colors, any specific imagery or messaging preferences
- •Login method preference — WhatsApp, email, social login, or combination
- •Campaign preferences — what offers or promotions should the welcome message include?
- •Access credentials — admin access to the WiFi controller (for remote configuration)
After the call: Send a confirmation email summarizing what was discussed and confirming the go-live target date.
Phase 2: Survey (Day 1-2)
If the setup call did not cover all technical details, conduct a remote WiFi survey.
Remote survey checklist
| Item | How to check | Notes |
|---|---|---|
| Access point vendor and model | Ask client or check controller remotely | Verify against MyWiFi supported hardware list |
| Firmware version | Controller dashboard | Some firmware versions have known integration issues |
| Current captive portal configuration | Controller → guest SSID settings | Document the current state for rollback if needed |
| Internet bandwidth | Speed test from the venue | Minimum 10 Mbps recommended for portal + guest traffic |
| Network segmentation | Controller → VLAN settings | Guest SSID should be on a separate VLAN from business traffic |
| Admin access | Test credentials | Verify you can access the controller remotely |
If hardware is not supported
If the venue's access points are not on MyWiFi Networks' supported list:
- •Recommend a supported access point (Ubiquiti U6 Lite ~$99 is the most cost-effective option)
- •Quote the hardware at a markup plus installation
- •Adjust the onboarding timeline by 3-5 days for hardware procurement and installation
- •Do not delay unnecessarily — order the hardware immediately
Phase 3: Configuration (Day 2-5)
This is the core of the onboarding: building the portal, configuring campaigns, and connecting to the hardware.
Step 1: Build the captive portal (30-60 minutes)
In MyWiFi Networks' portal builder:
- •Create a new portal for the venue
- •Upload the venue's logo
- •Set brand colors (background, text, button colors)
- •Configure login methods:
- •Primary: WhatsApp (if WhatsApp tier) or Email
- •Secondary: Email (if WhatsApp primary) or Social Login
- •Add welcome text (venue name, brief greeting)
- •Add compliance language (privacy notice, terms link, consent statement)
- •Set the portal to mobile-first layout
- •Preview on mobile viewport (375px width)
Step 2: Configure automation campaigns (30-45 minutes)
Set up the three core campaigns:
Welcome campaign:
- •Trigger: New guest login
- •Delay: 5 minutes after login
- •Content: Welcome message with offer/discount and venue information
- •Channel: WhatsApp (if enabled) or email
Re-visit trigger:
- •Trigger: Guest absent for [7-14 days depending on vertical]
- •Content: "We miss you" message with incentive
- •Channel: WhatsApp or email
- •Cap: Maximum 1 re-visit message per trigger period
Promotional broadcast (if included in tier):
- •Schedule: Weekly or biweekly
- •Content: Venue promotions, events, specials
- •Channel: WhatsApp or email
- •Segment: Active contacts (visited in last 90 days)
Step 3: Configure WhatsApp (if applicable, 30-60 minutes)
If the client is on the WhatsApp tier:
- •Verify the venue's WhatsApp Business account is set up in Meta Business Manager
- •Connect the WhatsApp Business API to MyWiFi Networks
- •Submit message templates for Meta approval (allow 24-48 hours)
- •Configure OTP settings (6-digit code, 5-minute expiry)
- •Set up the WhatsApp deep link on the portal
Note: Template approval can take up to 48 hours. Submit templates on Day 2 so they are approved by Day 4-5.
Step 4: Connect the hardware (15-30 minutes)
Configure the venue's access point to redirect guest traffic to the MyWiFi Networks captive portal:
- •Log in to the access point controller (remotely or on-site)
- •Navigate to guest SSID settings
- •Configure external captive portal redirect to MyWiFi Networks' URL
- •Add walled garden entries (MyWiFi Networks domains, WhatsApp domains if applicable)
- •Save and apply configuration
Step 5: Internal testing (15-30 minutes)
Before launching, test the complete flow:
- •Connect to the guest SSID from a mobile device
- •Verify the portal loads correctly (branding, layout, buttons)
- •Complete the login flow (WhatsApp OTP or email)
- •Verify the contact appears in the MyWiFi Networks CRM
- •Verify the welcome message is sent and received
- •Test the fallback login method (email if WhatsApp is primary)
- •Test on both iOS and Android if possible
Step 6: Client review and approval (15 minutes)
Share portal screenshots and campaign previews with the client for approval:
- •Portal screenshot (mobile viewport)
- •Welcome message preview
- •Re-visit trigger message preview
Most clients approve immediately if the branding matches their expectations. If changes are requested, implement within 24 hours.
Phase 4: Launch (Day 5-6)
Go-live checklist
- • Portal approved by client
- • All automation campaigns active
- • WhatsApp templates approved by Meta (if applicable)
- • Hardware configuration applied to live guest SSID
- • Test login completed on live network
- • First contact captured and verified in CRM
- • Welcome message received from test login
Go-live notification email
Send the client a notification when the portal is live:
Template:
Subject: Your WiFi marketing portal is LIVE
Hi [Client Name],
Your branded captive portal is now live on your guest WiFi network. Here is what is happening:
- •Guests who connect to your WiFi will see your branded login portal
- •Every guest who logs in becomes a marketing contact in your database
- •Welcome messages are going out automatically
- •Re-visit campaigns are armed and will trigger for guests who do not return within [X] days
Your dashboard is available at [dashboard URL]. You can log in to see contacts captured, campaign performance, and analytics at any time.
I will call you in [5-7 days] to walk through your first week's results.
Welcome to WiFi marketing!
[Your Name]
Phase 5: First results review (Day 7-10)
The first-results call is critical. It anchors the client's perception of value and sets the baseline for ongoing reporting.
First-results call agenda (15-20 minutes)
- •Share first-week numbers: "You captured [X] contacts in your first week. That is a [Y]% opt-in rate."
- •Show campaign metrics: "Your welcome messages are getting [Z]% open rates."
- •Set expectations: "Based on your traffic, we expect to capture [projected monthly contacts] per month."
- •Explain the monthly report: "You will receive a report on the [Xth] of every month showing contacts, campaigns, and repeat visits."
- •Ask for feedback: "Is there anything you would like to adjust on the portal or campaigns?"
- •Introduce expansion opportunities: "When you are ready, we can add [WhatsApp / additional locations / managed campaigns]."
Documenting the baseline
After the first-results call, record the baseline metrics in your CRM:
- •First-week contacts captured
- •First-week opt-in rate
- •First-week campaign engagement rates
These baselines are the reference point for all future reporting and optimization conversations.
Scaling onboarding across multiple clients
Process standardization
As your client base grows, standardize every onboarding step:
- •Use templates for every email (welcome, go-live notification, first-results follow-up)
- •Use portal templates for each vertical (restaurant template, hotel template, retail template) — clone and customize rather than building from scratch
- •Use campaign templates with variable substitution (venue name, offers, timing)
- •Use a checklist tool to track each client's onboarding progress
Onboarding capacity
| Team size | Onboarding capacity | Notes |
|---|---|---|
| Solo operator | 2-4 clients/month | All onboarding done personally |
| 1 operator + 1 tech | 5-8 clients/month | Tech handles configuration, operator handles client calls |
| 2 operators + 1 tech | 10-15 clients/month | Parallel onboarding |
Multi-location onboarding
For clients with 5+ locations, batch the onboarding:
- •Day 1-2: Survey all locations (can often be done remotely in parallel)
- •Day 2-3: Build one portal template, clone for each location
- •Day 3-5: Configure hardware at all locations (parallel if remote, sequential if on-site)
- •Day 5-6: Test all locations
- •Day 6-7: Go live simultaneously across all locations
- •Day 10: First-results call with aggregate data across all locations
Common onboarding problems and solutions
| Problem | Cause | Solution |
|---|---|---|
| Client does not respond to welcome email | Email buried in inbox | Follow up with a phone call on Day 2 |
| Cannot access the WiFi controller | Wrong credentials or no remote access | Request updated credentials or schedule an on-site visit |
| Portal loads slowly | Large images or slow CDN | Compress all images under 200KB |
| WhatsApp templates rejected by Meta | Policy violation | Revise per Meta's feedback and resubmit |
| Client wants changes after going live | Normal — rarely is the first version perfect | Implement within 24 hours of feedback |
| Low opt-in rate in first week | Portal design or login method issue | A/B test login methods, simplify the portal |
FAQ
What if the client does not have admin access to their WiFi?
This happens with clients whose WiFi was set up by a previous IT provider. Options: (1) contact the previous provider for a credential handover, (2) factory reset the access point and reconfigure (with client permission), or (3) add a secondary access point configured for your portal.
How do I handle onboarding for a client in a different city?
90%+ of onboarding can be done remotely. Hardware configuration is typically done through cloud-based controllers (UniFi, Meraki Dashboard, Cambium cnMaestro). If on-site access is required, partner with a local IT technician for the hardware configuration step.
Should I charge for onboarding separately?
Yes, unless the client is on an annual contract (where the setup fee is typically waived). A setup fee of $200-$500 covers your onboarding labor and creates a small barrier to immediate cancellation.
What if the client wants to change everything after the first week?
This is normal. Be accommodating for the first round of changes — it builds goodwill and ensures the client is satisfied with the final portal. If the client requests changes more than twice per month going forward, consider a "managed changes" add-on for $50-$100/month.
How do I track onboarding progress across multiple clients?
Use a project management tool (Trello, Asana, Monday.com) with a board for each onboarding phase. Each client gets a card that moves through the phases: Welcome → Survey → Configuration → Launch → First Results. This gives you a visual pipeline of onboarding status.
Internal resources
- •How to Start a WiFi Marketing Business — complete startup guide
- •Reducing Client Churn — retention strategies that start at onboarding
- •WiFi Marketing Pricing Guide — pricing and contract structure