Onboarding New Customers
Step-by-step process for bringing a new customer from signed quote to live operation.
Step 1: Quote Signed
Once your customer signs the price quote via BoldSign:
The signed document appears in your Documents section
The customer is automatically added to your Customers list with "pending" status
Synalux creates the customer's Stripe subscription
Step 2: Workspace Setup
Synalux creates the customer's workspace — this happens automatically when the subscription activates
You receive access to configure the workspace on behalf of the customer
Set up the basics:
- Restaurant name, address, timezone
- Tax rates for their jurisdiction
- Business hours
Step 3: Menu Configuration
Import or build the menu in the Menu Builder
- Categories, items, modifiers, prices
- Photos (optional but recommended)
- Allergen and dietary flags
Configure modifier groups — size, temperature, toppings, etc.
Set up menu scheduling if they have different menus (lunch vs dinner)
Step 4: Hardware Setup
Synalux runs on any device with a browser. Typical setup:
Tablets — iPad or Android for front-of-house ordering
Kitchen displays — dedicated screen running the KDS interface
Receipt printers — USB or Bluetooth thermal printers
Cash drawers — USB connected, triggered by POS
No proprietary hardware required. The customer can use their existing devices.
Step 5: Staff Training
Create staff accounts with appropriate roles (manager, server, cashier, kitchen)
Set up PINs for quick login
Walk through the basics:
- Opening/closing the register
- Taking orders (dine-in, takeout, delivery)
- Processing payments
- Voids and refunds
- Running end-of-day reports
Step 6: Go Live
Verify payment processing — run a test transaction
Confirm KDS routing — send a test order and verify it appears on the right station
Test online ordering — scan the QR code, place a test order
Switch customer status to "active" in your portal
Post-Launch Support
Week 1: Daily check-in with the customer
Week 2-4: Weekly check-in
Month 2+: As-needed support
Escalate to Synalux via your Support portal for issues beyond Tier 1
Common Setup Issues
| Issue | Solution |
|---|
| Printer not connecting | Check USB/Bluetooth pairing. Restart browser. |
| Items not showing in KDS | Verify KDS station assignment in Menu Builder |
| Tax calculating wrong | Check tax rate configuration in Settings |
| Staff can't log in | Verify PIN is set and role has register access |
Related Resources
Partner Portal Overview — Full guide to your portal dashboard
Helpdesk & Support — How to submit and track Tier 2 support tickets
How to Demo Products — Sales demo playbook