Why IT Onboarding and Offboarding Makes or Breaks Creative Agencies

IT onboarding for creative agencies is often treated as an admin task. In reality, it directly affects productivity, security and client delivery.

In creative, comms, PR and marketing agencies, people join and leave frequently. Freelancers come in for campaigns. Contractors support busy periods. New hires are expected to contribute quickly. If their technology is not ready, the impact is immediate.

At the same time, when someone leaves and access is not removed properly, the risk is quiet but serious. Old logins, shared drives and cloud tools can remain open longer than anyone realises.

Onboarding and offboarding are not just IT tasks. They are operational controls that protect time, revenue and client trust.

The real cost of slow IT setup

When a new starter joins an agency, they need access to email, project management tools, file storage, software and internal systems from day one. If their laptop arrives late or their accounts are not configured, they cannot bill time.

Losing even one or two days of productivity has a measurable cost. Campaigns slow down. Other team members spend time covering. Ops managers chase IT for urgent fixes instead of focusing on delivery.

IT support for new starter setup needs to be planned before the person walks through the door. Devices should be prepared in advance. Accounts created and tested. Security settings applied. This is not about being technical. It is about being organised.

A well managed onboarding process means a new hire logs in on their first morning and can start contributing straight away.

Freelancers and contractors create hidden security risks

Agencies rely on freelancers and contractors. That flexibility is a strength, but it creates complexity.

Each contractor may be given access to shared drives, client folders, Slack channels, creative tools and cloud platforms. When the contract ends, every one of those access points must be reviewed and removed.

Offboarding freelancers and IT security go hand in hand. If accounts are left active, they become what are often called dormant or orphan accounts. They may never be used again, but they still exist. If credentials are compromised or reused elsewhere, they can provide an easy entry point.

There is also a data protection risk. Former contractors may still be able to view client information long after a project ends. Even if there is no malicious intent, the exposure is unnecessary.

Offboarding should happen on the final working day, not weeks later when someone remembers to tidy up.

What good looks like in a creative agency

Good IT onboarding for creative agencies is structured and documented. It does not rely on memory or informal emails.

A strong process usually includes:

A documented checklist that covers devices, accounts, software licences and security settings.

Pre staged devices with required applications installed and tested before day one.

Centralised account management so access can be granted and removed quickly from one place.

Clear ownership of the process between HR, operations and IT so nothing falls between teams.

Good offboarding mirrors this structure. There is a defined trigger when someone resigns or a contract ends. Access is revoked across email, cloud storage, collaboration tools and remote access systems. Shared passwords are rotated. Devices are returned and wiped. Licences are reassigned to avoid unnecessary cost.

This is where partnerships matter. When IT and operations communicate early, onboarding becomes predictable rather than reactive.

The difference in practice

Consider two scenarios.

In the first, a designer joins on Monday. Their laptop arrives on Tuesday afternoon. Adobe licences are added on Wednesday. They spend the first two days reading documents and waiting for access. The team absorbs the delay. No one tracks the cost, but it exists.

In the second, the designer’s device is configured the week before. Email, file storage and creative tools are ready. Multi factor authentication is enabled. They join on Monday and start working within the hour.

The same contrast applies to offboarding.

Without a process, a freelancer leaves and keeps access to shared folders for months. With a process, all accounts are disabled on the final day and a record is kept of what was removed.

The difference is not technical complexity. It is discipline and clarity.

A simple five step guide for ops managers

If you are responsible for operations in a creative agency, start with these five steps.

1. Plan onboarding early. As soon as a start date is agreed, confirm required devices, software and access.
2. Prepare and test. Configure the laptop, install applications and check logins before day one.
3. Apply security controls. Enable multi factor authentication and assign access based on role, not convenience.
4. Trigger offboarding formally. When someone leaves, notify IT immediately with a clear end date.
5. Revoke and review. Disable accounts, rotate shared passwords, recover devices and update your access records.

These steps reduce lost time and close common security gaps.

Why this matters for agency growth

Agencies grow through reputation and delivery. Both depend on people being productive and client data being protected.

Strong onboarding means new hires feel supported and can contribute quickly. Strong offboarding protects your systems and demonstrates professionalism to clients who increasingly ask about security and controls.

IT onboarding and offboarding may sit behind the scenes, but they shape how smoothly your agency runs.

If you would like a structured onboarding and offboarding guide tailored to creative agencies, download our IT Onboarding Guide or speak with one of our team to review your current process.

Or book a call with Ralph to discuss next steps