Post-Onboarding FAQs
After onboarding, clients sometimes have questions. Here are answers to the most commonly asked.
What happens after onboarding?
In short, Graphite moves from getting started to getting results.
Here’s what to expect next:
- Daily Work: The dedicated Service Lead begins working as a seamless extension of the client’s internal team.
- Predictable Rhythm: Communication matures into a reliable, documented cadence.
- Quarterly Business Reviews: Graphite hosts QBRs to stay proactive on major milestones like fundraising or shifts in strategy, and to check on how things are going from the client perspective.
What’s the best way to communicate with the Graphite team?
Of course there are regularly scheduled meetings, but clients can still contact Graphite outside of those. Choose the best way depending on the situation.
Slack
Slack is Graphite’s go-to platform for real-time, informal communication. Expect a response to Slack messages no later than one business day, often sooner.
- Ideal use: Easy questions (like a payment inquiry) and brief updates
- The benefit: Faster response times and less clutter in inboxes
Tip: Don't send sensitive information via Slack — use SafeSend instead.
During onboarding, you’re assigned a Graphite email address. Client messages are routed and triaged internally so the right person picks it up and responds without you having to figure out who to address it to.
Using this dedicated address makes the process work. Graphite can track and archive client requests properly, ensure coverage when someone is out, and give the entire team and the client visibility into what's happening on the account. Per the SLA, Graphite acknowledges emails within two business days.
- Ideal use: General communications, follow-ups, open items, and scheduling meetings
- The benefit: The full team sees what's coming in, the right person responds, and nothing gets stuck in one inbox
Uncertain about the right channel or the right person? The Customer Success Specialist (CSS) is always a safe starting point.
What if I have an urgent matter?
Use your assigned Graphite email to reach us, which allows us to route it to the right person for quick resolution. You can also email your Service Lead about the actual work, but copy the CSS on the email in case your Service Lead is out of the office.
Tip: Add URGENT to the subject line for time-sensitive requests so the team can prioritize them.
How do I send sensitive documents?
For anything sensitive—financial documents, tax forms, identifying information, or anything else that shouldn't move over Slack or standard email—use SafeSend. It's a secure file-sharing tool Graphite will set you up with during onboarding.
How do I let Graphite know that one of my employees you work with is leaving?
Let Graphite know as soon as possible about staffing changes on your company’s accounting, finance, tax, payroll, or HR teams so Graphite knows who's involved and what's shifting on your side. Tell your CSS or Service Lead who can cascade the news to other team members, or email Graphite using your Graphite assigned email address.
When should I expect my first deliverable?
When you receive your first deliverable varies by the service Graphite is providing and how quickly Graphite receives your documentation and access to your systems. Your CSS can provide a more specific date based on how the onboarding process is progressing and the service(s) you purchased.
What if I need my financials delivered sooner?
Graphite offers earlier close times, for an additional fee. Talk to your CSS for pricing and timing.
What happens if our needs change over time?
Graphite is built to scale with you. As a company grows, the work sometimes becomes more complex. If the scope of work changes, Graphite will review the engagement with you and recommend any updates needed to keep service quality and expectations aligned.
Several Graphite clients have started with one service, and as they grow, add others. When your growth comes, you can discuss any Graphite services with your CSS.