05_client_offboarding_process

Client Offboarding Process

A professional and organized offboarding process ensures a smooth transition at the end of a project and leaves a lasting positive impression on the client.

The Offboarding Phase

This process begins when the project has been completed, deployed to production, and the client has provided their final sign-off.

1. Final Project Handover

• Goal: To ensure the client has everything they need to manage the application going forward.
• Handover Meeting:
  • Schedule a final meeting with the client.
  • During the meeting, conduct a full handover of the project.
• Handover Checklist:
  • Final Code: Ensure the latest version of the code is in the main branch of the Git repository.
  • Access & Credentials:
    • Transfer ownership of or provide administrative access to all project-related accounts:
      • Cloudflare account
      • DNS registrar
      • Any third-party service accounts (e.g., email marketing, analytics)
    • Ensure all shared credentials have been updated and stored in the client’s own password management system.
  • Documentation:
    • Compile a final documentation package, including:
      • Technical documentation (how to run the project, architecture overview).
      • User guides for any CMS or admin features.
      • A link to the final, approved designs.
    • Ensure the documentation is stored in a location accessible to the client.
  • Training:
    • Provide a final training session for the client’s team on how to use and manage the application, if applicable.

2. Transition to a Maintenance Plan (if applicable)

• If the client has signed up for an ongoing maintenance or support contract, this is the time to transition them to that process.
• Introduce the Maintenance Team: If it’s a different team, introduce them to the client.
• Explain the Support Process:
  • How to submit a support request.
  • The expected response times (SLA).
  • The process for future updates and enhancements.

3. Final Invoicing and Project Closure

• Final Invoice: The Project Manager ensures that the final invoice is sent to the client, covering all remaining project costs and any approved Change Orders.
• Internal Project Archiving:
  • Once the project is fully complete and paid for, we archive it internally.
  • The project is marked as “Closed” in our task management tool.
  • The internal Slack channel is archived.
  • The project’s document folder is moved to an “Archived Projects” directory.

4. Post-Project Review (Internal Retrospective)

• Goal: To reflect on the project and identify lessons learned.
• Attendees: The internal project team.
• Agenda:
  • What went well?
  • What didn’t go so well?
  • What should we do differently next time?
• The findings from this retrospective should be documented and shared with the wider team to improve our processes for future projects.

5. Request a Testimonial or Case Study

• If the project was a success and we have a good relationship with the client, this is a great time to ask for a testimonial or if they would be willing to participate in a case study.

A thorough offboarding process provides a professional end to the engagement and opens the door for future collaboration.