Client Onboarding — Infinite Creatives

1

Meet Your Team

The people working on your projects

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You'll be working with two main points of contact — reach out to either of them any time.

Your Project Manager

Ben Newcombe

Founder & CEO

Your Dedicated Editor

Richard Hendraw

10 years editing

2

Onboarding Video

A quick video walkthrough of the workflow

Watch

Grab a coffee and watch this short video before we dive in — it covers everything you need for a smooth first project.

In this short video, you'll learn

✅ How requests work
✅ Turnaround times
✅ Our revision process
✅ How we use Slack
✅ How we use Frame.io

3

Your Quick Links

Everything you'll need, in one place

Action needed?Bookmark this page, or save the four URLs somewhere you'll be able to access them easily.

Bookmark this section - these are four links you'll use most often.

📋Brand Guidelines FormShare your brand assets & style → 🎬Video Edit Request FormSubmit a new project request → 📊Access ClickUp BoardTrack project status & deadlines → 📹Frame.io FolderReview & leave feedback on edits →

4

Let's Get Aligned

A few quick questions to help us understand your goals and preferences

Action needed?Please take a few minutes to complete the form below, and don't forget to click Submit once you've finished.

Spend five minutes answering a few questions so we can customize our service to match your team, preferences, and goals.

Question 1 of 8

Are you using our service for a one-off project, or are you looking for ongoing monthly editing support?

One-off project Ongoing monthly support Other (please specify)

Approximately how many videos will you need edited each month?

Do you prefer to submit multiple editing requests at once, or send them as you go?

What are your preferred working hours for your editor?

Are there any editing preferences or recurring requests you'd like us to follow on every project? (Optional — e.g. always remove filler words)

What's most important to you when working with a video editing team, and what would your ideal editing experience look like?

Six months from now, what would make you say working with Infinite Creatives has been a huge success?

Is there anything else you'd like your editor or project manager to know before we get started? (Optional)

Thanks — you're all set!

We've saved your answers and will use them to tailor how we work with you.

5

Short Guides & Tutorials

Browse our collection of guides and practical resources.

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These guides are entirely optional to read, and cover a range of topics that you may find useful while working with us.

6

Frequently Asked Questions

Find answers to the questions we're asked most often

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What are your working hours?

At the start of our partnership, we'll agree on a set block of working hours each day when your Editor will be online, available to collaborate, and actively working on your projects. This ensures you know exactly when you can expect the fastest responses and real-time communication.

Can I request urgent or same-day edits?

Yes! If you have an urgent request, simply let your Editor and Project Manager know as early as possible. We'll always do our best to prioritize urgent projects whenever we can.

How many projects can I submit at once?

You can submit as many projects as you'd like. Your Editor will work through them one at a time based on your deadline and priority order, with work completed according to your subscription plan's available editing capacity.

Can I send feedback via Loom or voice notes?

Absolutely! While we typically use Frame.io for a seamless revision process, you're welcome to send feedback in whatever format works best for you, including Loom videos, voice notes, Slack messages, or written comments.

How should I upload large files?

For projects larger than around 200–250 GB, we recommend using a proxy workflow to speed up file transfers and improve editing efficiency. You can find a step-by-step guide under the Short Guides & Tutorials section on this page.

Who do I contact if something is urgent?

Your first point of contact should be your Project Manager. You can also post a message in your shared Slack channel so both your Project Manager and Editor have visibility and can respond as quickly as possible.