The first 48 hours after a client signs your service agreement are the most important period in the entire engagement. This is when expectations are set, trust is built (or broken), and the efficiency of everything that follows is determined.
Most migration agents wing this process — sending a few emails, attaching a generic document checklist, and hoping the client figures it out. The result? Weeks of back-and-forth, missing documents, confused clients, and wasted time.
Hour 0-2: Service agreement and payment
Before any work begins, you need a signed service agreement and your first payment. The service agreement must include all requirements under the OMARA Code of Conduct:
- Scope of work (specific visa subclass and services included)
- Total fees and payment schedule
- Your MARN and OMARA complaint details
- Cancellation and refund policy
- Professional indemnity insurance details
Send this digitally with e-signature capability. Waiting for a client to print, sign, scan, and email back a PDF adds days of unnecessary delay. Modern platforms offer built-in e-sign that gets agreements executed in minutes.
Hour 2-4: Welcome and questionnaire
Send a welcome message within hours of engagement — not days. This message should include:
- A thank you and confirmation of what was agreed
- A link to your client questionnaire (personalised for their visa type)
- A clear deadline for completing the questionnaire (e.g., 7 days)
- Your contact details and preferred communication method
- What happens next (timeline overview)
The questionnaire should collect everything you need for the visa application in one sitting. A well-designed questionnaire eliminates 80% of the back-and-forth that plagues most migration practices.
Hour 4-24: Document checklist
Send a tailored document checklist specific to their visa type and circumstances. Not a generic list — a checklist that reflects what you learned during the consultation. Include:
- Every document required, with clear descriptions
- Format requirements (certified copies, translations, file sizes)
- Priority indicators (which documents are critical vs. supporting)
- A deadline for document submission
- A secure upload method (client portal, not email)
Hour 24-48: Follow-up and expectations
Within 48 hours, send a brief follow-up to confirm the client has received everything and knows what to do next. This is also the time to:
- Create the matter in your case management system
- Set up deadline reminders (bridging visa expiry, document expiry dates, etc.)
- Log your initial advice as a file note (OMARA compliance)
- Schedule a check-in call for 7-10 days out (to follow up on questionnaire and documents)
The systems that make this work
You cannot deliver a professional onboarding experience with email and spreadsheets. You need:
- Digital service agreements with e-sign — executed in minutes, not days
- Visa-specific questionnaires — collect the right data the first time
- Client portal — secure document upload, status tracking, messaging
- Automated reminders — follow up on missing documents without manual chasing
- File note system — log your advice contemporaneously for OMARA compliance
LodgeHQ provides all of this in one platform — from e-sign service agreements to visa-specific questionnaires to a client portal where documents are uploaded and tracked automatically. The onboarding workflow that takes most agents 2 weeks of email back-and-forth can be completed in 48 hours.