> For the complete documentation index, see [llms.txt](https://docs.podplay.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.podplay.app/owners-playbook/new-to-podplay/onboarding.md). # Onboarding ### Overview Onboarding follows a similar arc whether you're launching a brand new Club or migrating an existing one off another platform. The sections below walk through how each path works, what the timeline depends on, and where the two diverge. #### How onboarding starts Once the SOW is signed, our Customer Success (CS) team will work with the developers to set up your environment. The CS team will ask for some basic information to get the environment configured according to your desired state. The overall timeline depends on the Club. Some Clients sign on before their venue opens, in which case PodPlay supports the operational and construction needs of the buildout (Pro & Autonomous Tiers). Other Clients come on after the venue is already running, in which case the focus is on training staff to operate the venue efficiently with the PodPlay system and migrating Customer data from the old system to ours. ### Brand new Clubs If you're building a Club from the ground up, PodPlay works on your timeline. Our CS team is available throughout the buildout to answer questions and tailor the environment to your specific setup. You can also explore the live PodPlay setups at our PingPod and Sharks locations to see how a finished Club looks to a Customer (you can also download the App from any of our other Clients to explore their configurations). The environment can be adjusted to match how your Club evolves during buildout. Common changes include logo updates, court count revisions, and new staff additions. All of these changes can be made before you go live. #### New Club onboarding steps 1. Sign the SOW 2. Build your Club's environment 3. Discuss nuances of your Club's business logic 4. Take relevant PodPlay Academy courses 5. Submit the iOS App to Apple and the Android App to Google (if on the Basic+ Tier or higher) 6. Iterate on the environment 7. Receive and install hardware (if on the Pro Tier or higher) 8. Plan the Customer communication 9. Test any hardware installed (if on the Pro Tier or higher) 10. Send the Customer communication 11. Go live ### Existing Club Migration If your Club is already running on another platform, our Customer Success team handles the migration of your programming and Customer data from the old system into PodPlay. The onboarding flow is the same as for a brand new Club, with extra steps for exporting and importing data and for handing off your Customers cleanly to the new App. #### Migrating Customer data If you're transitioning from another platform, share a CSV file of your current Customers with your PodPlay Customer Success Manager (CSM). Once you share the file, our team imports those Customers directly into your environment. The CSV should include the following fields per Customer: * First name * Last name * Email address * Phone number * Date of birth (optional) * Gender (optional) * Membership details, if you're migrating Memberships: Membership name, price, monthly or annual, and next charge date (you will discuss Membership details and perks in step 3 and 8 below) * Credits, if applicable, provided in dollar-value format * On credit card data: migrating Customer credit card information from your old system is not possible unless you're already running on Stripe with your current reservation software. Payment processors will not share card data with one another, and they have a financial incentive to keep Customer charges on their own platform. If you are already on Stripe, let your CSM know so they can start the data exchange with Stripe directly. Two decisions to confirm before we run the import: whether imported Customers should have your Terms of Service marked as signed, and whether they should have your Liability Waiver marked as signed. #### Existing Club migration steps 1. Sign the SOW 2. Build your Club's environment 3. Discuss nuances of your Club's business logic 4. Export existing Customers into PodPlay 5. Take relevant PodPlay Academy courses 6. Import the Customer list from the old system 7. Submit the iOS App to Apple and the Android App to Google (if on the Basic+ Tier or higher) 8. Iterate on the environment 9. Receive and install hardware (if on the Pro Tier or higher) 10. Plan the Customer communication 11. Test any hardware installed (if on the Pro Tier or higher) 12. Send the Customer communication (we have drafted emails for migrating customers with nearly ready-to-send templates) 13. Turn off the old system and notify Customers about the new App 14. 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