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Rob Coons

Rob Coons

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When a customer churns and no longer wants to use our software, here’s what we need to do.

This document is a placeholder and needs details added, so apologies if this leaves anyone wanting for more info. Please comment if you feel steps are missing or any info is vague.

Warning

Rob: Delegate this and create an automated Task around this.

ShelterBuddy Offboarding

Accounting & Financial

...

  • Set a dedicated date where service will stop. This is their churn date and will be used below. Make sure it’s consistent across all properties.

  • Create a Jira ticket to cut the site off at that date

  • If a customer needs a data export, create a Jira ticket for this.

Hubspot

Company

Note - The below is done by a workflow, but here are the steps in case it’s missed.

  • Update Company Lead Status: Open

  • Update Shelter Management Software to reflect they’re no longer using us.

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  •  Mark most recent Existing Business Deal Type as Closed Lost Deal Stage
  •  Create Task to conduct an exit interview (if AM feels it useful)
  •  Using the Offboarding Form, collect feedback, understand their reasons for not using our product anymore, and see what they enjoyed.
  •  Document correct churn date - When the customer has been deactivated, check with engineering to ensure they no longer have access, and then update both the Contract End Date and Close Date on their current deal to their final day of service.
  •  Set Company Lifecycle Stage to Open (automatic)
  •  Update the Shelter Software or Adoption Software fields to no longer reflect that we are the tool they’re using.