Client Termination Process - 2022

Client Termination Process - 2022


  1. Client requests termination from SmartBean® team member. Team member notifies head of sales (current head of sales: Lisa Nguyen)
  1.  Head of sales notifies appropriate SBI Team Member to initiate Termination Process
  1. SBI Team Member sends the client the "Client Termination Survey - Contacts " email template in CRM 
  1. SBI Team Member will receive a confirmation email once the client completes the survey. The survey was linked in the email template above.
Only move forward with termination once survey is complete
  1. Once survey is completed, download, and save to CRM Attachments and Client Folder.
  2. Prior to Termination Month end, complete the following steps –
    1. Turn Off QBO Recurring Billing
    2. Turn Off QBO Monthly Reports
  1. Once Termination Month is complete, begin the following steps –
    1. Transfer QBO Subscription & Billing
      1. If Client is not already a QBO user, Invite as user.
      2. Once Invite is accepted, make Client Primary Admin of QBO Account.
      3. Once Primary Admin is transferred to the Client, transfer QBO Subscription.
    2. Zoho CRM
      1. Send Client Final Termination Email Template
      2. Change Company Status to “Inactive"
    3. Internal Tasks
      1. Archive Client Folder to “Terminated Clients Folder”
      2. Notify CSR of Inactivated Client