# Customer handoff SOP example

Illustrative procedure CS-001, version 1.0. Customer Success owns this process. Start when Sales marks a fictional account ready for onboarding. Finish only when the receiving owner confirms the next action. This example contains no customer results.

## 1. Sales coordinator

Check the organization, primary contact, agreed scope and open commitments.

Record the source record ID. Missing contact or scope: return to Sales before handoff.

## 2. Customer Success lead

Choose an available receiving owner and confirm they accept the handoff.

Record the owner and acceptance. If unavailable, keep the handoff open and escalate to the lead.

## 3. Receiving owner

Record the next action, due date and unresolved questions in the shared record.

Example: Demo Account 104; owner CS lead; next action welcome call; due September 18.

## 4. Sales coordinator

Read back the handoff summary and confirm the receiving owner can access it.

Close only when scope, contact, owner and next action are present. A sent message alone is not acceptance.

- Prerequisites: access to the customer record and agreed scope; use fictional data when testing.
- Change record: v1.0 establishes the acceptance check. The process owner sets the effective date and reviewer before use.
- Test the missing-contact and unavailable-owner cases as well as the ordinary path.

Task reference: __________

Procedure and version: __________

Person performing the task: __________

Receiving owner or reviewer: __________

Result and next action: __________

Due date: __________

Exception and resolution: __________

Review decision: __________