Customer offboarding template

What is a customer offboarding template?

A customer offboarding template is a structured framework designed to help end client relationships professionally and positively.

While offboarding is often overlooked, it’s a critical process in the SaaS industry that allows you to gather feedback, refine services, and leave the door open for future engagements.

This template ensures a smooth transition by covering everything from project closure and data management to billing and client appreciation.

What’s inside the template?

The customer offboarding template includes several key sections to guide you through the offboarding process:

1. Project summary: Fields to document the customer name, project timeline, and a brief description of the work completed.
2. Activities checklist: Steps for contract review, team consultations, and reviewing communication records to ensure all details are accounted for.
3. Communication plan: A timeline for updating customers on deliverables, sending reminders, and scheduling the final meeting to address any outstanding issues.
4. Final handoff meeting: An agenda for reviewing deliverables, capturing testimonials, and ensuring all project documentation is finalized.
5. Final check (housekeeping): Tasks to confirm access to deliverables, transfer login information, and return client files.
6. Appreciation and follow-up: Instructions for sending personalized thank-you notes, requesting testimonials, and highlighting opportunities for future collaboration.
7. Billing and account settlement: A checklist to manage unpaid invoices, process refunds or credits, and ensure final billing is settled.
8. Internal notes for offboarding: Tasks for updating CRM records, ensuring data compliance, and notifying relevant departments of service termination.

How to use the template

1. Document project details – Use the project summary section to outline key information about the engagement.
2. Follow the communication plan – Keep customers informed about deliverables, meetings, and final handoffs using the provided timeline.
3. Conduct the final meeting – Review deliverables, capture testimonials, and complete all final project tasks during the scheduled handoff.
4. Complete housekeeping tasks – Confirm access to deliverables, settle billing, and update internal systems to finalize the offboarding process.
5. Maintain positive relations – Send thank-you notes and share opportunities for reactivating services to leave the door open for future collaboration.

Download your customer offboarding template

Customer offboarding template

Customer offboarding template Customer offboarding is often overlooked, but it’s just as crucial as onboarding in the SaaS industry. Offboarding allows you to gather invaluable insights, refine products/services, reduce churn, and most importantly, leave the door open for the customer to return…

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