Customer Onboarding — InterWeave SmartIntegration Platform

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InterWeave SmartSolutions

Welcome to Customer Onboarding.

InterWeave SmartSolutions offers a structured, 12-step onboarding process to facilitate seamless integration between your CRM and financial applications. This process is designed to be collaborative — involving both your team and InterWeave's Technical Specialists — to ensure the integration aligns precisely with your specific business processes and workflows.

Phase 1 — Initial Engagement (Steps I–VI) Phase 2 — Setup & Go-Live (Steps VII–XII)

I Step 1

Step I

Welcome Call or Meeting

InterWeave starts with a personal welcome call to introduce the platform and understand the unique needs of your organisation. This session establishes the relationship between your team and your dedicated InterWeave Technical Specialist, sets expectations for the onboarding timeline, and identifies any early questions or concerns.

Your Technical Specialist will be your primary point of contact throughout the entire onboarding process — from this welcome call through post-deployment optimisation.

II Step 2

Step II

Data Collection

Gather essential customer information to inform business decisions and tailor services to your specific needs. Three documents are collected at this stage:

Doc 1

Solutions Definition Document — defines the scope, integration objectives, and expected outcomes for your deployment

Doc 2

Solutions Technical Details Document — captures the technical specifications of your CRM, financial application, and connectivity environment

Doc 3

Documents submitted by Customer — any additional context, existing documentation, or requirements your team provides

III Step 3

Step III

Video Meeting — Requirements Review

A structured video meeting is scheduled via Zoom or Google Meet to walk through your requirements in detail. Meetings are recorded using Firefly.ai for accurate transcription and follow-up documentation — ensuring nothing is missed and all agreed requirements are captured.

This session covers integration flows, data object mapping priorities, timeline preferences, and any constraints or dependencies on your side.

Requirements walkthrough with your Technical Specialist

Integration flow prioritisation and scoping

AI-assisted recording via Firefly.ai for accurate follow-up

IV Step 4

Step IV

Customer Verification

Authenticate customer details as a standard security protocol to ensure data integrity and compliance before proceeding with service agreements. Two documents are completed at this stage:

MSA

Master Services Agreement (MSA) — the governing agreement outlining service scope, terms, and responsibilities

INV

Invoice — issued for review prior to payment authorisation at Step V

V Step 5

Step V

Customer Approval

Review and approve customer records, facilitating a smooth transition into the system. This step formally activates the engagement and authorises the InterWeave team to proceed with technical setup.

✓

Master Services Agreement (MSA) signed — executed agreement confirming all parties' commitments

✓

Payment received — confirms the engagement is live and technical work may begin

VI Step 6

Step VI

Plan & Timeline

With the MSA signed and payment received, the InterWeave team builds a detailed project plan and deployment timeline aligned with your go-live target. This plan defines milestones for each subsequent step, assigns responsibilities, and confirms the configuration scope for Phase 2.

Project plan created with milestone dates

Configuration scope confirmed and documented

Technical Specialist assignments confirmed

Go-live target date established

VII Step 7

Step VII

Initial Setup & Customisation

Technical configuration begins with two parallel workstreams — CRM customisation and financial application preparation:

CRM Customisation

Create or update custom fields and objects within your CRM (e.g., Salesforce or Creatio) to support the integration. This ensures all necessary data points are captured and mapped correctly between systems.

Financial Application Prep

Configure your financial application (e.g., QuickBooks) by setting up custom fields such as "AccountID" to bind records between systems and ensure it is ready for integration.

VIII Step 8

Step VIII

Connectivity Setup

Establish the technical connections between your CRM and financial applications. The approach varies by deployment type:

Cloud

Cloud-based applications — configure online connections via secure API credentials and OAuth authentication

On-Prem

On-premises applications — install connectors and configure firewalls to allow secure, controlled data exchange between systems

Your team provides credentials and access permissions to InterWeave's Technical Specialists for setup — including integration users with appropriate administrative capabilities.

IX Step 9

Step IX

Registration & Solution Configuration

Register your company on the InterWeave Solutions Portal by selecting "New Company? Please Register Here" and entering your unique registration information.

Work with your InterWeave Technical Specialist to configure your integration solution — selecting the appropriate flows and settings that align with your business requirements. This is where the integration blueprint defined in Phase 1 becomes a live configuration.

Company registration on the InterWeave Solutions Portal

Solution library selection (CRM to Financial Applications)

Flow configuration: objects, fields, and relationship mapping

Business process and workflow alignment confirmed

X Step 10

Step X

Activation & Testing

This multi-stage step covers flow activation, pilot testing, feedback, and knowledge transfer:

10.1

Flow Activation — activate individual integration flows (e.g., Account to Customer, Opportunity to Invoice) and conduct thorough testing. Create test records and verify information is correctly transferred and mapped between systems.

10.2

Pilot Programme — before full-scale deployment, a pilot allows you to test the platform's features in a real-world environment. A feedback loop ensures any necessary adjustments are made before full rollout.

10.3

Training & Knowledge Transfer — in-depth training sessions for your team, access to user manuals, FAQs, and tutorials. Collaborate with Technical Specialists to resolve any issues identified during testing.

XI Step 11

Step XI

Full Deployment & Go-Live

After successful testing and any necessary adjustments, the system is fully deployed and your team begins using the integration in day-to-day operations.

Final Setup

All configurations confirmed, all flows validated, credentials secured, and the integration is live across your CRM and financial application environments.

Ongoing Monitoring

InterWeave ensures the system continues to run smoothly post-launch — offering support to address any emerging issues or questions during the critical initial period.

XII Step 12

Step XII

Continuous Support & Optimisation

Onboarding doesn't stop at deployment. InterWeave's commitment extends through the life of your integration — ensuring you continue to get maximum value as your business evolves.

12.1

Regular Check-ins — scheduled reviews and optimisation recommendations to ensure your integration remains aligned with changing business needs

12.2

Platform Updates & Enhancements — InterWeave SmartSolutions regularly updates its platform with new features. Customers are kept informed and integrations are maintained to stay compatible with CRM and ERP platform updates.

Following this structured onboarding process, InterWeave ensures a tailored integration that aligns with your organisation's specific business processes — facilitating efficient and accurate data synchronisation across your CRM, financial, payment, ERP, and all connected applications.

Your SmartIntegrations Await

Ready to begin your onboarding journey?

Contact InterWeave now to start the process. Our Technical Specialists are ready to guide your team from welcome call to go-live — and beyond.

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