1. Procedure Title
Name of the Process: Client Offboarding Process at Authority Solutions
2. Purpose
Brief Description: To establish a standardized process for efficiently handling the offboarding of clients, whether they choose to cancel or pause their services with Authority Solutions.
3. Scope
Involved Areas: Customer Relationship Management (CRM), Executive Leadership, Project Management, and Technical Teams.
4. Responsibilities
Roles and Responsibilities:
- CRM/Executive Leadership: Receive and acknowledge client notifications regarding service cancellation or pausing.
- Project Manager (PM): Coordinate the offboarding process, including informing relevant teams and overseeing task completion.
- Technical Team: Handle the turnover of files, assets, and access rights.
- Mitchell: Oversees the client offboarding procedures and ensures compliance with the established process.
5. Definitions and Key Terms
Glossary:
- Cancellation: The client’s decision to permanently stop all services with AS.
- Pause: A temporary suspension of services as requested by the client, with the intention to resume in the future.
6. Procedure Details
6.1. Preparation and Prerequisites
- Ensure all teams are trained on the offboarding protocols.
- Maintain updated client records for reference during the offboarding process.
6.2 Timeline for Task Completion
Detail: Complete offboarding tasks within 5 business days of receiving the client’s notification.
Frequency: As required, based on client requests.
Review Schedule: Reassess the offboarding process annually or upon significant changes in client management policies.
6.3. Step-by-Step Procedure
Cancellation of Services:
- Client notifies CRM/Executive Leadership of their intention to cancel.
- CRM sends an acknowledgement email to the client.
- PM is informed and creates a ClickUp task named “Offboarding Template” for the tech team to handle file/assets/access turnover.
Pausing of Service:
- Client informs CRM/Executive Leadership of their desire to pause services.
- PM informs the team and manages the pausing procedure accordingly.
6.4. Tools and Resources
- Client Management Software
- ClickUp for task management
- Company email system for communications
7. Safety and Compliance Measures
Applicable Regulations: Ensure all data handling during offboarding complies with GDPR and other relevant data protection laws.
8. Quality Control and Evaluation Metrics
Performance Indicators:
- Timeliness of the offboarding process.
- Client satisfaction with the offboarding process.
- Compliance with data protection standards during asset and access turnover.
9. Exception and Problem Handling
- Address any client complaints or issues during offboarding promptly.
- In case of discrepancies in asset or information handling, escalate to the Executive Leadership immediately.
10. Documentation and Record Keeping
Documentation Requirements:
- Document all client offboarding interactions and steps in the client management system.
- Maintain records of all communications and tasks related to offboarding in ClickUp.
11. Procedure Review and Update
Review Frequency: Annually, or sooner if client feedback or internal evaluations suggest improvements are needed.