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.

ShelterBuddy Offboarding

Accounting & Financial

• Send an update to accounting to send a final invoice

With Product & Engineering

• Set a dedicated date where service will stop

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

Hubspot

Company

• Update Hubspot Lead Status: Open

Deal

• Find their current Deal and change Deal End Date to accurately reflect their service ending.

• Draft idea: Mark a renewal deal (create a new Deal or edit existing?) as Closed Lost so that we can document churn.

Offboarding Steps

1. Update Client Activity Status in most current Hubspot Deal
   Update the Client Activity Status of the current active Deal in Hubspot to “Offboarding.” 

2. Conduct an exit interview
   An automatic task will be added to Hubspot, to the customer’s CS representative, to schedule an exit call with the customer. You can use this template for the email invitation.  

   Using the Offboarding Form, collect feedback, understand their reasons for not using our product anymore, and see what they enjoyed.

3. Update Customer Upon Deactivation
   When the customer has been deactivated, check with engineering to ensure they no longer have access, and then update the Contract End Date on their current deal to their final day of service.

4. Set Company Lifecycle Stage to Open
   Then, in the Company record, update their Lifecycle Stage to Open. This communicates in our reporting that they are no longer an active customer.