Owner: Zimal Aziz — Delivery Support Specialist
Joint Ownership: Andrew Herbert (Founder) · Hamza Tasneem (Head of Development)
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 from the welcome email through to the
formal kickoff call and the shared action log sent to the client within 24 hours after.
It establishes Zimal as the primary point of contact, prepares the client for discovery
or delivery, and creates a shared record of all decisions and next steps agreed at
kickoff.
What triggers it: Welcome email sent and Jira project set up (CS-01 complete).
What it produces: Kickoff call completed + Kickoff Meeting Notes and Action Log
(CS-02-DOC-02) sent to client within 24 hours + all action items loaded into Jira +
CS-03 (Ongoing Client Engagement) triggered.
Why it matters: The kickoff call is where the client relationship formally begins.
Getting the agenda to the client 48 hours before, running a structured session, and
sending a clean action log within 24 hours after sets the tone for every interaction
that follows — and ensures nothing agreed on the call gets lost.
| Role | Department | Responsibility | Andrew? |
|---|---|---|---|
| Zimal — Delivery Support Specialist | D3 Client Support | Sends kickoff and next steps email; coordinates scheduling; sends agenda 48h before; facilitates introductions on the call; sends kickoff notes and action log within 24h; loads action items into Jira | No |
| PM — Project Manager | D4 Delivery | Leads scope confirmation and timeline discussion on the kickoff call | No |
| BA — Business Analyst | D4 Delivery | Leads discovery session scheduling for Roadmap clients on the kickoff call | No |
| Andrew Herbert — CEO | Strategic | Joint owner — escalation authority | Yes |
| Hamza — Head of Development | D4 Delivery | Joint owner — oversight | No |
Step 1 — Send Kickoff and Next Steps Email (CS-01-DOC-04)
Registration note: CS-01-DOC-04 sits between CS-01-DOC-03 and CS-02-DOC-01 in
the client lifecycle. Proposed Doc ID CS-01-DOC-04 — pending Andrew confirmation.
Step 2 — Schedule Kickoff Call
Step 3 — Send Kickoff Meeting Agenda (CS-02-DOC-01)
Step 4 — Run the Kickoff Call
Step 5 — Send Kickoff Meeting Notes and Action Log (CS-02-DOC-02)
Step 6 — Trigger CS-03 — Ongoing Client Engagement
When to send: 1–2 days after the Welcome Email
Variant A — AI Adoption Pathway Clients
Subject: Your AI Adoption Pathway — Kickoff and What Happens Next
Hi [Client Name],
This is Zimal from the REMAP.ai Delivery Support team. I will be your primary point
of contact throughout this journey — please feel free to reach out at any time.
Our next steps: Our Business Analyst will focus on understanding your business
processes and identifying where AI can create the greatest value. Once discovery is
complete, we will move into building your AI Adoption Pathway document, followed by
a presentation session where we walk through the findings together.
Discovery sessions: Our BA will be in touch shortly to schedule a series of short
conversations with key members of your team. No technical preparation is needed.
Your AI Strategy Dashboard: You will receive a separate email with access shortly.
Inside you will find the Friction Points section — where your team can share what
feels repetitive, manual, or slow.
System review: We would like to schedule a short call to walk through your existing
systems. Please let me know a day and time that works.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
Variant B — Embedded AI Engineer Clients
Subject: Your AI Engineer Engagement — Kickoff and What Happens Next
Hi [Client Name],
This is Zimal from the REMAP.ai Delivery Support team. I will be your primary point
of contact throughout this journey.
Our next steps: We will complete access provisioning and environment setup so
[AIe Name] can begin working within your environment as smoothly as possible.
System and access review: We would like to schedule a short call to walk through
your existing systems and confirm the access we will need. Please let me know a time
that works.
How we will work together: We will establish a regular weekly stand-up with you
and [AIe Name] to keep things transparent and address any blockers quickly.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
Variant C — AI Project and AIc Compliance Clients
Subject: Your AI Project — Kickoff and What Happens Next
Hi [Client Name],
This is Zimal from the REMAP.ai Delivery Support team. I will be your primary point
of contact throughout this journey.
Our next steps: We will focus on understanding your business processes, confirming
the full project scope, and defining requirements in detail. Before any build work
begins, we will share a Scope and Acceptance Document for your review and sign-off.
System review: We would like to schedule a short call to walk through your existing
systems. Please let me know a time that works.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
When to send: Exactly 48 hours before the scheduled kickoff call
Internal note — remove before sending: For Roadmap clients, add discovery session
scheduling to item 4. For AIe clients, add stand-up cadence to item 3. For AI Project
and AIc clients, add scope document review to item 2.
Subject: [Client Name] x REMAP.ai — Kickoff Meeting Agenda | [Date]
Hi [Client Name],
We are looking forward to our kickoff call on [Date] at [Time] via [Google Meet or
Zoom]. Sharing the agenda below so you and your team can come prepared. Please feel
free to add any items you would like to cover.
Meeting details
Date: [Day, Date] | Time: [Time] [Time Zone] | Duration: [60 or 90 minutes]
Platform: [Google Meet or Zoom] — [Link]
Attendees REMAP.ai: [Names and Roles]
Attendees your team: [Names and Roles]
Agenda
Looking forward to a great session.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
When to send: Within 24 hours of kickoff call
Important: All action items must be loaded into Jira after sending.
Subject: [Client Name] x REMAP.ai — Kickoff Call Summary and Next Steps
Hi [Client Name],
Thank you for joining us for the kickoff call. Here is a summary of everything we
covered, along with the confirmed action items for both sides. Please let me know
if anything needs to be adjusted or clarified.
Meeting reference
Date: [Date] | Attendees REMAP.ai: [Names] | Attendees client: [Names]
Key decisions made
Scope confirmed
[Brief summary of what was agreed in scope on the call]
Ways of working agreed
Outstanding access and setup items
Action items — your team
Action items — REMAP.ai
Timeline confirmed
Next check-in
Date: [Date] | Format: [Call or async update]
If anything above looks off or you would like to add something, please just reply.
Otherwise, we are good to go.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
| Tool | How it's used | Agent-ready |
|---|---|---|
| Gmail | Kickoff and next steps email; agenda; notes and action log | Yes — API + MCP |
| Google Calendar | Kickoff call scheduling; confirming attendees | Yes — API + MCP |
| Google Meet / Zoom | Kickoff call platform | Yes — API |
| Google Docs | Kickoff notes and action log draft | Yes — API + MCP |
| Jira | Action items loaded after kickoff notes sent; project structure per DEL-08 | Yes — API |
| Wiki.js | SOP reference during kickoff preparation | Yes — native |
| Discord | Internal trigger to PM and BA post-kickoff | Yes — API |
Decision: Kickoff and next steps email variant
| Product type | Variant | Key focus |
|---|---|---|
| AI Adoption Pathway | A | Discovery sessions; AI Strategy Dashboard; friction points |
| Embedded AI Engineer | B | Access provisioning; stand-up cadence confirmation |
| AI Project + AIc Compliance | C | Scope and acceptance document; system review |
Decision: Who attends the kickoff call from REMAP.ai?
| Product type | Attendees |
|---|---|
| AI Adoption Pathway | Zimal + BA |
| Embedded AI Engineer | Zimal + PM |
| AI Project + AIc Compliance | Zimal + PM |
| Scenario | How to handle | Escalation |
|---|---|---|
| Client requests to skip kickoff call | Zimal explains the value of the call — it protects both sides. If client insists, PM and HoD decide whether to proceed without it. | HoD decision |
| Client attendees change after agenda is sent | Resend updated agenda with corrected attendee list. Update Jira. | No escalation — Zimal handles |
| Kickoff call runs over time | PM and Zimal prioritise scope confirmation and action items. Everything else can follow in the action log. | No escalation |
| Action log not sent within 24 hours | Zimal sends as soon as possible with an apology for the delay. Flag to HoD if delay exceeds 48 hours. | HoD if >48h |
| Client disputes something in the action log | Zimal acknowledges, logs the dispute, and coordinates with PM to agree the correct version. Update and resend. | PM decides · HoD if unresolved |
| Jira project not ready at kickoff | PM ensures Jira is set up before kickoff. If not — PM flags to Zimal and HoD immediately. | HoD if not resolved before kickoff |
| Metric | Type | Target |
|---|---|---|
| Kickoff and next steps email sent within 2 days of welcome email | Process | 100% |
| Kickoff meeting agenda sent 48 hours before call | Process | 100% — no exceptions |
| Kickoff notes and action log sent within 24 hours of call | Process | 100% — no exceptions |
| All action items loaded into Jira within 24 hours of action log sent | Process | 100% |
| Client confirms receipt or raises no objections to action log | Lagging | Target: 100% |
| # | Item | Owner |
|---|---|---|
| 1 | CS-01-DOC-04 (Kickoff and Next Steps email) not formally registered in D3 Output Index — proposed Doc ID CS-01-DOC-04, pending confirmation | Andrew |
| 2 | CS-02 shows Role/Owner as Project Manager in master tracker — confirm whether PM or Client Support is primary owner or whether it should be split | Andrew + HoD |
| Direction | Workflow | What flows |
|---|---|---|
| Upstream | CS-01 — Client Onboarding Master | Welcome email completion triggers this workflow |
| Downstream | CS-03 — Ongoing Client Engagement | Kickoff notes and cadence agreement trigger ongoing engagement |
| Downstream | DEL-02 — AIe Delivery | AIe stand-up cadence confirmed at kickoff (pending) |
| Downstream | DEL-03 — AI Project Delivery | Scope and Acceptance Document initiated at kickoff (pending) |
| Downstream | DEL-08 — Task Management | Jira project fully loaded from kickoff action log (pending) |
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | June 2026 | Initial draft — 6-step kickoff process, 3-variant kickoff email, agenda template (CS-02-DOC-01), kickoff notes and action log template (CS-02-DOC-02). Pending Andrew Herbert review. | Zimal Aziz + REMAP Workflow Builder |
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