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

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.

note

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

Find their current Deal and change Deal End Date to their last day of service.
If they are in the middle of an existing service period, create a renewal Deal.
- Deal Type: Existing Business.
- Deal Stage: Closed Lost.
- Close Date: Churn date (above)
- Do not include Deal Start Date and Deal End Date.

Same as above, but no accounting is needed.

Be sure that Jira is the right environment to cut their site

In their Deal, capture their Adopets Revenue from their full service period and make sure it’s accurate.

When updating their Company, their Pet Listing Software field needs updated, not Shelter Management

Note: We can automate this, but I fear that’ll create as many errors as it automates tasks.

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.