Purpose
Ensure every new client is fully entered into Scale Pilot — Contact and Company records complete, every facility they own or operate captured, and the client’s 3 main pain points from discovery/onboarding documented.
Scope
Team members responsible for onboarding new clients into Scale Pilot.
Before you start
Research the client’s industry and unique needs (standards, common challenges, requirements from initial discussions).
Gather client information
From Fathom recording/notes or written discovery notes, collect before entry:
Contact first and last name
- Primary company/organization name
- Phone number(s), email(s), website
- Main address (street, city, state, ZIP, country)
- Description (services, size, unique notes)
- 3 pain points (top challenges from the onboarding call)
- List of every facility/location the client owns or operates
Log in
Open Scale Pilot and log in with assigned credentials.
Add a new Contact
Contacts → Smart Lists → + Add.
Enter first/last name, phone, email. Add tags as needed (e.g. discovery call, referral, multi-site owner). Save.
Add Company information
In the contact record, open the Company tab.
If company exists: search and select.
- If new: Add Company — name, phone, email, website, main address. In Description include company details plus the 3 pain points. Save.
Add facilities (if multiple)
For each additional site: Add Company again with location name (e.g. Little Learners – Crest Hill Campus), phone, site-specific email/website if any, and that location’s address. Link all locations back to the main contact. Confirm all facilities appear under Companies.
Link and assign
Connect primary contact to main company and to each facility they oversee.
- Assign an Sr. Project Manager; add Followers for supporting team members.
Client Google Drive folder
Create a dedicated client Google Drive folder for documentation and notes. Paste the folder hyperlink into the Notes section of the clients Scale Pilot account.
Log discovery notes
Paste a short summary into the Activity Timeline: client background, services discussed, the 3 pain points (highlighted), and full facility list.
Confirm activity tracking
Send a test message (email, SMS, or note) and confirm it appears in the Activity Timeline.
Follow-up
Schedule a follow-up call to review account setup, discuss additional services, and confirm satisfaction.
Save and verify
Confirm: all Contact fields filled; all Company and Facility records filled; 3 pain points recorded; client appears under both Contacts and Companies with all facilities listed.
For Scale Pilot issues: https://www.myscalepilot.com/support
Ongoing notes
Keep compiling interaction, feedback, and follow-up notes into the Scale Pilot client record so history stays complete for support and relationship management.
Source: SweetProcess DOCX export (Drive pack). Migrated to Eniston category Allied. Do not treat as dual source of truth with SweetProcess.