Customer Off-boarding Process - Termination

elizabeth_schaf

Purpose

Manage the Termination Process to Off-Board the Customer by creating, processing and closing a Termination Case in SFDC which provides the description of the situation, all the step by step activities and holds all the related documentation to comply with company’s best practices and regulations. 

Scope

Function: Order Management owns this process

Job role(s): Order Management, Sales, Sales Operations, Customer Success, Customer Operations, Legal, Finance, Marketing Ops, Customer Marketing, Infrastructure Engineering Provisioning

Procedure

Provide the steps required to perform this procedure

Step	Task	Timings	Responsible Party
1	Customer informs Anaplan of non-renewal, opt-out, or termination Review the customer's original contract agreement for details on date of renewal and requirements around terminating the contract Notification is typically sent to the Account Executive Termination Case opened with all relevant documentation	30 days prior -Contract End Date	Customer, Account Team, OM
2	The Account Team, RVP, AE, CSD and BP, are informed automatically by email cc CS Ops, Sales Ops and Legal		OM
3	Legal Confirm Termination Terms and Dates, and OM update the case		Legal
4	"Customer Attrition" box is checked on the customer account in Salesforce	Day 1	OM
5	Termination Notification is sent from Salesforce to the Account Team  cc CS Ops, Sales Ops and Legal	Day 2	OM
6	A task template is triggered which assigns off-boarding tasks to Anaplan stakeholders (Termination Team)	Day 3	OM
7	Deactivate Customer access and attach GUID(s) to the Termination Case	Day 4	OM
8	At De-Provision Date or 72 hours before, send out the Final Termination Email to Account Team with Data Purge information cc CS Ops, Sales Ops, Sec Ops, Legal	De-provisioning Date or 72 hours prior (local time)	OM
9	RVP and CSD should inform if Termination to hold otherwise Data are approved for Deletion  cc. Legal, CS Ops, Sales Ops and Security	Before day 30 (or other, according to SSA)	Account Team
10	When tasks are completed, information is updated in Salesforce case - Customer Operations confirms customer attrition - Finance confirms invoicing and payment status  - Marketing add to exclusion lists - Marketing ensure customer is no longer referenced publicly  - Sales Ops confirm no Pipeline - OM does Final Confirmation		Termination Team
11	Move the Termination Case to Infrastructure Engineering Provisioning Team for Data Purge	Day 31	OM
12	Data Purge is completed and Termination case is moved to Status "Data Purge Done"	Day 32	Infrastructure Engineering Provisioning Team
13	Case is then closed and Customer Type in Salesforce is updated to "Former Customer"	Day 33	OM

 

References

 

Attrition - Termination BOX folder

https://anaplan.box.com/s/tqxh58nlwuedlve5i42wy5hc5t9tfwic

 

Process Slides in Highspot.

 

Definitions

Identify and define frequently used terms or acronyms

Term	Definition
SOP	Standard Operating Procedure