Owner: Zimal Aziz — Delivery Support Specialist
Joint Ownership: Hamza Tasneem (Head of Development) · Andrew Herbert (co-owner)
Department: D3 — Client Support
Entity: REMAP.ai
Status: v0.9 · Reviewing
Version: 0.9 | Last updated: June 2026 | Classification: Confidential
What this workflow does: Covers everything that happens in the first 24 hours after
a client signs a contract and confirms payment. It is the first impression Delivery makes
on every client. The goal is to make the client feel supported, informed, and confident
they made the right decision — before any actual work begins.
What triggers it: Contract signed AND invoice confirmed (Gate G2 — output of
SAL-01e). Both must be confirmed before this workflow begins.
What it produces: Welcome email sent to the client within 24 hours + Jira project
set up + CS-02 (Kickoff and Project Initiation) triggered.
Why it matters: The handoff from Sales to Delivery is the most vulnerable point in
the client relationship. A fast, warm, professional welcome — built on the Sales Handoff
Pack — removes the post-purchase anxiety every client feels and sets the tone for
everything that follows.
| Code | Name | Product type | Joint owner |
|---|---|---|---|
| CS-01a | Onboarding — Roadmap Clients | AI Adoption Pathway | BA |
| CS-01b | Onboarding — AIe Clients | Embedded AI Engineer | Head of Delivery |
| CS-01c | Onboarding — AI Project and AIc Clients | AI Project + AIc Compliance | Head of Delivery |
| Role | Department | Responsibility | Andrew? |
|---|---|---|---|
| Zimal — Delivery Support Specialist | D3 Client Support | Receives Sales Handoff Pack, creates client record, completes checklist, sends welcome email, coordinates Jira setup, triggers CS-02 | No |
| Hamza — Head of Development | D4 Delivery | Joint ownership — oversight and escalation | No |
| Andrew Herbert — CEO | Strategic | Co-owner — escalation authority | Yes |
| PM — Project Manager | D4 Delivery | Coordinates Jira project setup per DEL-08 standards | No |
Step 1 — Receive Sales Handoff
Step 2 — Create Client Master Record
Step 3 — Complete Onboarding Checklist
Step 4 — Send Welcome Email
Step 5 — Set Up Jira Project
Step 6 — Trigger Kickoff Workflow
Internal rule before sending: Review the Sales Handoff Pack (SAL-01e-DOC-03)
before sending. Nothing in this email should require re-asking the client about
information already gathered during the sales process.
Subject: Welcome to REMAP.ai — Your AI Adoption Pathway Journey Starts Here
Hi [Client Name],
I hope you are doing well.
Introduction
My name is Zimal, and I am your dedicated point of contact from the REMAP.ai Delivery
Support team. On behalf of everyone at REMAP.ai, welcome — we are genuinely excited
to be working with you and to begin your AI Adoption Pathway engagement.
What Happens Next
Over the coming days, our Business Analyst will begin preparing for your discovery
sessions. These sessions are the foundation of your Pathway — they are designed to
understand your business processes, identify where AI can create the most value, and
ensure every recommendation we make is practical and specific to you.
Discovery Sessions
We will be scheduling a series of short conversations with key members of your team.
You do not need to prepare anything technical — we simply want to hear how your
business operates today. Our BA will reach out shortly to confirm dates and attendees.
Your AI Strategy Dashboard
You will shortly receive a separate email with access to your AI Strategy Dashboard.
Inside, you will find the Friction Points section — this is where your team can begin
sharing what feels repetitive, slow, or manual in their daily work.
System Review Call
We would also like to schedule a short introductory call with you to walk through your
existing systems. Please let me know a day and time that works best and I will arrange
everything.
Thank you again for choosing REMAP.ai. We look forward to building something meaningful
together.
Warm regards,
Zimal
Delivery Support Specialist | REMAP.ai
Subject: Welcome to REMAP.ai — Your Embedded AI Engineer is Ready
Hi [Client Name],
I hope you are doing well.
Introduction
My name is Zimal, and I will be your point of contact from the REMAP.ai Delivery
Support team throughout your engagement. Welcome — we are very much looking forward
to getting started.
Your Embedded AI Engineer
We have confirmed your dedicated AI Engineer, [AIe Name], who will be joining your
team for this engagement. They will be embedded directly within your environment and
will focus on [agreed scope summary from sales handoff]. Our Head of Delivery will
maintain oversight throughout.
What Happens Next
Over the next few days, we will complete the access provisioning and environment setup
so [AIe Name] can hit the ground running on day one.
System Review Call
Before we begin, I would like to schedule a short call to walk through your existing
environment and confirm our setup requirements. Please let me know a time that works
and I will take care of the rest.
Thank you for the opportunity to work with you. We are excited to get started.
Warm regards,
Zimal
Delivery Support Specialist | REMAP.ai
Subject: Welcome to REMAP.ai — Let's Get Your Project Started
Hi [Client Name],
I hope you are doing well.
Introduction
My name is Zimal, and I am your dedicated point of contact from the REMAP.ai Delivery
Support team. It is a pleasure to welcome you.
What We Are Working Toward
Our team will be working with you on [AI Project or AIc Compliance engagement — brief
description from sales handoff]. Before we begin the build, we will confirm the full
scope, acceptance criteria, and any access or technical requirements with you.
What Happens Next
Our Project Manager will be reaching out shortly to arrange a kickoff call and walk
through the project structure, timeline, and ways of working.
Data Gathering
The early stage of gathering information and access can sometimes feel detailed. We
appreciate your patience during this phase — once everything is in place, the process
becomes much faster and smoother.
Thank you for choosing REMAP.ai. We look forward to a successful project together.
Warm regards,
Zimal
Delivery Support Specialist | REMAP.ai
| Tool | How it's used | Agent-ready |
|---|---|---|
| Gmail | Receiving Sales Handoff Pack; sending welcome email | Yes — API + MCP |
| Google Drive | CS-01-DOC-01 Client Master Record; CS-01-DOC-02 Onboarding Checklist | Yes — API + MCP |
| Jira | Client project setup per DEL-08 standards | Yes — API |
| Wiki.js | SOP reference for Zimal during onboarding | Yes — native |
| Discord | Internal trigger to PM and BA for CS-02 | Yes — API |
Decision: Which welcome email variant?
| Product type | Variant | Key difference |
|---|---|---|
| AI Adoption Pathway | A | BA-led discovery sessions; AI Strategy Dashboard access |
| Embedded AI Engineer | B | AIe name confirmed; access provisioning focus |
| AI Project + AIc Compliance | C | PM-led kickoff; scope and acceptance document |
| Scenario | How to handle | Escalation |
|---|---|---|
| Sales Handoff Pack incomplete or missing at trigger | Do not send welcome email until pack is received and reviewed. Chase Umar immediately. | Umar → Zimal within 24h of payment confirmed |
| Payment confirmed but contract not yet signed | Do not trigger CS-01. Both must be confirmed. Flag to Umar and Andrew. | Andrew — decides whether to proceed or hold |
| Client contact details in handoff pack are incorrect | Confirm correct details with Umar before sending any client communication | Umar corrects and resends handoff pack |
| Welcome email must be sent outside Zimal's working hours | Zimal sends during next business hours. If urgent — confirm delegation path with HoD. | HoD to confirm backup (open item) |
| Jira project setup delayed by PM | Zimal chases PM. CS-02 does not trigger until Jira is set up. | HoD if delay exceeds 24 hours |
| Metric | Type | Target |
|---|---|---|
| Welcome email sent within 24h of contract + payment confirmed | Process | 100% — no exceptions |
| Client Master Record created before welcome email sent | Process | 100% |
| Onboarding checklist complete before CS-02 triggered | Process | 100% |
| Jira project live within 24h of welcome email sent | Process | 100% |
| # | Item | Owner |
|---|---|---|
| 1 | CS-01-DOC-04 (Kickoff and Next Steps email) not yet formally registered in D3 Output Index — proposed Doc ID CS-01-DOC-04, pending confirmation | Andrew |
| 2 | Jira confirmed as task management tool replacing ClickUp — OPS-O02 (Tech Stack) needs to be built to formally confirm | OPS-O02 |
| 3 | CS-01a, CS-01b, CS-01c sub-workflow pages not yet created | BA + Head of Delivery |
| Direction | Workflow | What flows |
|---|---|---|
| Upstream | SAL-01e — Proposal, Contract & Close | Sales Handoff Pack triggers this workflow |
| Downstream | CS-02 — Kickoff and Project Initiation | Welcome email sent triggers kickoff |
| Downstream | DEL-02 — AIe Delivery | For AIe clients, placement confirmed here (pending) |
| Downstream | DEL-03 — AI Project Delivery | For AI Project clients, scope prep begins (pending) |
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | June 2026 | Initial draft — 6-step onboarding process, 3-variant welcome email templates, Jira project setup. Pending Andrew Herbert review. | Zimal Aziz + REMAP Workflow Builder |
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