{"id":5521,"date":"2020-01-02T19:51:48","date_gmt":"2020-01-02T19:51:48","guid":{"rendered":"https:\/\/www.n-able.com\/?p=5521"},"modified":"2021-06-02T17:23:03","modified_gmt":"2021-06-02T16:23:03","slug":"how-offboard-customer","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer","title":{"rendered":"How to Offboard a Customer"},"content":{"rendered":"<div class=\"field field--name-body field--type-text-with-summary field--label-hidden field--item\">\n<p>During the life of your MSP, there will come a time when you need to offboard a customer. There are a variety of reasons why, but regardless of the circumstances, a well-orchestrated transfer makes you look professional and leaves the door open for the future.<\/p>\n<p>So, what can you do to make sure you are offboarding well?<\/p>\n<h3><b>What are the Risks?<\/b><\/h3>\n<\/div>\n<div class=\"field field--name-field-blog-paragraphs field--type-entity-reference-revisions field--label-hidden field--items\">\n<div class=\"field--item\">\n<div class=\"paragraph paragraph--type--blog-section paragraph--view-mode--default clearfix\">\n<div class=\"sidebar-width-40\">\n<div class=\"field field--name-field-sidebar field--type-entity-reference-revisions field--label-hidden field--item\">\n<aside class=\"paragraph-align-right pull-right paragraph paragraph--type--blog-cta paragraph--view-mode--default\">\n<div class=\"explore-box quick-cta\">\n<div id=\"solar-features-trial\"><\/div>\n<\/div>\n<\/aside>\n<\/div>\n<\/div>\n<div class=\"blog-section-content\">\n<p>There\u2019s always a risk the new provider will claim you didn\u2019t hand everything over or handed over wrong information. I constantly hear about situations where former customers accuse MSPs of refusing to hand over documentation or changing passwords right before the transition. Doing this on purpose can land you in hot water\u2014anyone who claims they can hold credentials for non-payment will most likely be proven wrong if the issue ever goes to court.<\/p>\n<p>I\u2018ve also heard of several cases where the new provider messed something up and blamed it on receiving the wrong info from the former provider. It\u2019s prudent to do screenshots or recordings of logging into critical assets with the credentials you are handing over to make sure you\u2019re covered\u2014Windows domain admin, routers\/firewalls, and internet domain credentials come to mind.<\/p>\n<p>Of course, the biggest way to manage these risks is proper documentation. Unfortunately, proper documentation is frequently one of those boring but important tasks that gets put off\u2014save yourself time and headaches down the road by making sure documentation is a top priority.<\/p>\n<h3><b>What\u2019s Included in the Handover Process?<\/b><\/h3>\n<p>For a start, never respond to a new provider directly unless a customer specifically requests it. This is basic security protocol. Make sure you get something in writing from the client stating the new provider should receive access to all their systems and documentation you possess. This is like the document you should have when working with other contractors that need access to specific client assets. This document should be drawn up by your attorney.<\/p>\n<p>If you don\u2019t get an authorization in writing, only communicate with the client. If you do get written authorization, never leave the client out of the communication. Additionally, make sure you give a copy of whatever you give to the new provider to your client. This ensures that if the new provider comes back claiming you didn\u2019t respond or provide the information, you and the client have proof you did.<\/p>\n<h3><b>How do You Make Sure to Get Paid?<\/b><\/h3>\n<p>Payment can be an issue during transitions. In most cases clients leave a provider because they\u2019re dissatisfied with something. This can be accompanied by an unwillingness to pay due to the dissatisfaction.\u00a0Your service agreement should be clear about payment in the event of a termination of contract. However, I believe (and I think most would agree) an \u201coffboarding fee\u201d shouldn\u2019t be included in your managed services contract. One thing you can do is set out a past due balance plus administration fee for the transition. Offering this flat fee for turning over the data (as opposed to billing them time) should be an attractive enough option for them to choose it.\u00a0This also forces them to decide and agree in writing to the final fee schedule.<\/p>\n<p>For the most part, good offboarding comes down to preparation and communication. Preparation includes having a services agreement in place that defines the offboarding process. A tool designed to make comprehensive documentation easier is also something that can dramatically improve the process. Of course, tools are of no use unless you have an internal culture where documentation is imperative.<\/p>\n<p>Communication in writing and in detail minimizes misunderstandings.\u00a0Remember to keep the client included in all communications\u2014regardless of what the new provider says.\u00a0Follow these guidelines and perhaps the client will come back one day.<\/p>\n<p>&nbsp;<\/p>\n<p><em>Eric Anthony is the Head Operations Nerd at SolarWinds MSP. Before joining SolarWinds, Eric ran his own managed services provider business for over six years.<\/em><\/p>\n<p><em>You can follow Eric on Twitter\u00a0at\u00a0<a class=\"ext\" href=\"https:\/\/twitter.com\/operations_nerd\" target=\"_blank\" rel=\"noopener noreferrer\">@operations_nerd<\/a><\/em><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>At some point, you may need to bring a customer\u2019s account to a close. Eric Anthony looks at how to manage the process of offboarding with professionalism.<\/p>\n","protected":false},"author":39,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-5521","post","type-post","status-publish","format-standard","hentry","topic-head-nerds","topic-msp-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Offboard a Customer - N-able<\/title>\n<meta name=\"description\" content=\"At some point, you may need to bring a customer\u2019s account to a close. Eric Anthony looks at how to manage the process of offboarding with professionalism.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Offboard a Customer - N-able\" \/>\n<meta property=\"og:description\" content=\"At some point, you may need to bring a customer\u2019s account to a close. Eric Anthony looks at how to manage the process of offboarding with professionalism.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer\" \/>\n<meta property=\"og:site_name\" content=\"N-able\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/NableMSP\" \/>\n<meta property=\"article:published_time\" content=\"2020-01-02T19:51:48+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-06-02T16:23:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/03\/share-image.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Eric Anthony\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Nable\" \/>\n<meta name=\"twitter:site\" content=\"@Nable\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Eric Anthony\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer\"},\"author\":{\"name\":\"Eric Anthony\",\"@id\":\"https:\/\/www.n-able.com\/fr#\/schema\/person\/6eeaa8e423eae02193706ca1664d555a\"},\"headline\":\"How to Offboard a Customer\",\"datePublished\":\"2020-01-02T19:51:48+00:00\",\"dateModified\":\"2021-06-02T16:23:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer\"},\"wordCount\":671,\"publisher\":{\"@id\":\"https:\/\/www.n-able.com\/fr#organization\"},\"articleSection\":[\"Head Nerds\",\"Managed Services\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer\",\"url\":\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer\",\"name\":\"How to Offboard a Customer - N-able\",\"isPartOf\":{\"@id\":\"https:\/\/www.n-able.com\/fr#website\"},\"datePublished\":\"2020-01-02T19:51:48+00:00\",\"dateModified\":\"2021-06-02T16:23:03+00:00\",\"description\":\"At some point, you may need to bring a customer\u2019s account to a close. Eric Anthony looks at how to manage the process of offboarding with professionalism.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Managed Services\",\"item\":\"https:\/\/www.n-able.com\/fr\/blog\/category\/managed-services-fr\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How to Offboard a Customer\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.n-able.com\/fr#website\",\"url\":\"https:\/\/www.n-able.com\/fr\",\"name\":\"N-able\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.n-able.com\/fr#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.n-able.com\/fr?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.n-able.com\/fr#organization\",\"name\":\"N-able\",\"url\":\"https:\/\/www.n-able.com\/fr\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/www.n-able.com\/fr#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/02\/logo-n-able-vertical-dark.svg\",\"contentUrl\":\"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/02\/logo-n-able-vertical-dark.svg\",\"width\":\"1024\",\"height\":\"1024\",\"caption\":\"N-able\"},\"image\":{\"@id\":\"https:\/\/www.n-able.com\/fr#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/NableMSP\",\"https:\/\/x.com\/Nable\",\"https:\/\/www.linkedin.com\/company\/n-able\",\"https:\/\/www.youtube.com\/channel\/UClnp77HHg4aME-S-3fWQhFw\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.n-able.com\/fr#\/schema\/person\/6eeaa8e423eae02193706ca1664d555a\",\"name\":\"Eric Anthony\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g\",\"caption\":\"Eric Anthony\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"How to Offboard a Customer - N-able","description":"At some point, you may need to bring a customer\u2019s account to a close. Eric Anthony looks at how to manage the process of offboarding with professionalism.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer","og_locale":"fr_FR","og_type":"article","og_title":"How to Offboard a Customer - N-able","og_description":"At some point, you may need to bring a customer\u2019s account to a close. Eric Anthony looks at how to manage the process of offboarding with professionalism.","og_url":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer","og_site_name":"N-able","article_publisher":"https:\/\/www.facebook.com\/NableMSP","article_published_time":"2020-01-02T19:51:48+00:00","article_modified_time":"2021-06-02T16:23:03+00:00","og_image":[{"width":1200,"height":630,"url":"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/03\/share-image.jpg","type":"image\/jpeg"}],"author":"Eric Anthony","twitter_card":"summary_large_image","twitter_creator":"@Nable","twitter_site":"@Nable","twitter_misc":{"\u00c9crit par":"Eric Anthony","Dur\u00e9e de lecture estim\u00e9e":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer#article","isPartOf":{"@id":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer"},"author":{"name":"Eric Anthony","@id":"https:\/\/www.n-able.com\/fr#\/schema\/person\/6eeaa8e423eae02193706ca1664d555a"},"headline":"How to Offboard a Customer","datePublished":"2020-01-02T19:51:48+00:00","dateModified":"2021-06-02T16:23:03+00:00","mainEntityOfPage":{"@id":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer"},"wordCount":671,"publisher":{"@id":"https:\/\/www.n-able.com\/fr#organization"},"articleSection":["Head Nerds","Managed Services"],"inLanguage":"fr-FR"},{"@type":"WebPage","@id":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer","url":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer","name":"How to Offboard a Customer - N-able","isPartOf":{"@id":"https:\/\/www.n-able.com\/fr#website"},"datePublished":"2020-01-02T19:51:48+00:00","dateModified":"2021-06-02T16:23:03+00:00","description":"At some point, you may need to bring a customer\u2019s account to a close. Eric Anthony looks at how to manage the process of offboarding with professionalism.","breadcrumb":{"@id":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.n-able.com\/fr\/blog\/how-offboard-customer#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Managed Services","item":"https:\/\/www.n-able.com\/fr\/blog\/category\/managed-services-fr"},{"@type":"ListItem","position":2,"name":"How to Offboard a Customer"}]},{"@type":"WebSite","@id":"https:\/\/www.n-able.com\/fr#website","url":"https:\/\/www.n-able.com\/fr","name":"N-able","description":"","publisher":{"@id":"https:\/\/www.n-able.com\/fr#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.n-able.com\/fr?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/www.n-able.com\/fr#organization","name":"N-able","url":"https:\/\/www.n-able.com\/fr","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.n-able.com\/fr#\/schema\/logo\/image\/","url":"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/02\/logo-n-able-vertical-dark.svg","contentUrl":"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/02\/logo-n-able-vertical-dark.svg","width":"1024","height":"1024","caption":"N-able"},"image":{"@id":"https:\/\/www.n-able.com\/fr#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/NableMSP","https:\/\/x.com\/Nable","https:\/\/www.linkedin.com\/company\/n-able","https:\/\/www.youtube.com\/channel\/UClnp77HHg4aME-S-3fWQhFw"]},{"@type":"Person","@id":"https:\/\/www.n-able.com\/fr#\/schema\/person\/6eeaa8e423eae02193706ca1664d555a","name":"Eric Anthony","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g","caption":"Eric Anthony"}}]}},"_links":{"self":[{"href":"https:\/\/www.n-able.com\/fr\/wp-json\/wp\/v2\/posts\/5521","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.n-able.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.n-able.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.n-able.com\/fr\/wp-json\/wp\/v2\/users\/39"}],"replies":[{"embeddable":true,"href":"https:\/\/www.n-able.com\/fr\/wp-json\/wp\/v2\/comments?post=5521"}],"version-history":[{"count":0,"href":"https:\/\/www.n-able.com\/fr\/wp-json\/wp\/v2\/posts\/5521\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.n-able.com\/fr\/wp-json\/wp\/v2\/media?parent=5521"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}