Onboarding a customer on day one

Published September 2026

The twenty minutes after a sale decide whether you get a repeat customer or a support problem. Here is the handover that keeps it short.

You have made the sale. What happens in the next twenty minutes decides whether this customer renews next year without a conversation, or becomes the one who messages you every fortnight for the rest of the term.

Most of the difficulty is avoidable, and almost all of it comes from handing over raw credentials and hoping.

Ask one question first

Before you send anything, ask what they are running. Enigma2 with CCcam, Enigma2 with OScam, something else entirely.

This is the question that determines every other part of the handover: which file they need, where it goes, and which guide to send. Asking it first costs you one message. Not asking it costs you the whole troubleshooting conversation that follows when you have sent CCcam instructions to someone running an OScam image.

Send the file, not the four values

A line is a username, a password and two hostnames. Sent as text, that is four values the customer retypes into a config file, and the failure rate is high because a config file is unforgiving about spacing and none of it looks wrong to someone who has never seen one.

Every line in your panel has a ready-made CCcam.cfg and oscam.server available to download, with both endpoints already written in so the receiver fails over on its own. Send that file.

It removes the retyping, it removes the second host being forgotten, and it means what lands on the receiver is what you intended rather than an approximation. Attach the file, say which directory it goes in, and link the relevant setup guide so they have the walkthrough without you writing one.

Make them test it properly, today

Here is the part most resellers skip, and it is the one that saves the most work later.

Ask the customer to watch something they actually care about, that evening, at peak time. Not a quick check on a Tuesday afternoon: nearly everything works on a Tuesday afternoon. The problems that generate support messages are the ones that only appear when the household is watching and the network is busy.

If something is wrong, you want to find it on day one while the conversation is still open, the sale is fresh, and they are inclined to be patient. Finding it in week three, cold, is a much harder conversation.

When they say it does not work

It will happen. Before you troubleshoot, establish which side the problem is on, because that halves the work.

Test the line yourself from the panel. It reports the connect time in milliseconds and whether the credentials were actually accepted. If the line answers and accepts the credentials, the line is fine and the problem is on their receiver, which means you are looking at the config file, the image, or the dish. If it does not, the problem is yours to escalate and you have not wasted an hour asking them to reboot things.

That single check is the difference between debugging with information and debugging by guesswork. The connection history on the line tells you the rest: whether they have connected at all, from where, and how often.

Set the renewal expectation now

The last thing worth doing on day one is telling them when the line ends and what happens next.

Expired lines are blocked rather than deleted, so the account and its history stay in your panel and renewing brings it straight back on the same credentials. Nothing on the customer’s receiver changes and they never reconfigure anything. That is worth saying out loud at the start, because a customer who knows renewal is painless is much easier to renew than one who assumes it means starting again.

The short version

Ask which image. Send the file. Get them to test at peak time tonight. Check the line yourself before you troubleshoot. Tell them how renewal works.

Five steps, most of them one message each, and they prevent the great majority of what would otherwise land in your inbox for the next twelve months.