How to Offboard a Customer

Owned by Rob Coons
Last updated: Jan 03, 2025
2 min read

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.

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

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. 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

  • Update Company Lead Status: Open

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

Deal

  • 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.

Adopets offboarding

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

Offboarding Steps

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
Update the Shelter Software or Adoption Software fields to no longer reflect that we are the tool they’re using.