A client list is not a handover
A replacement can inherit a name, a number and a deal value while still being unable to answer the customer. The useful handover includes what the customer wants, what changed, what your company promised and what is still waiting for a decision. Prepare that context before the next call.
The customer handover checklist
Scroll the table to read every column. With a keyboard, use the left and right arrow keys.
| Record | What the next colleague needs |
|---|---|
| Customer and current situation | The need, the stage of the relationship and the latest change. |
| Commitment | What was promised, by whom, when and where it can be checked. |
| Open question | What remains uncertain and who can clarify it. |
| Documents | Which version is relevant, what is missing and where access is authorized. |
| Next action | A named owner, an agreed date and any approval still needed. |
| Team knowledge | The approved method, procedure or resolved case that helps with the next step. |
| Access | The scope granted to the replacement and the access to withdraw separately. |
Example: the quote is ready, but the answer is not
In this fictional example, Camille is waiting for clarification about maintenance before accepting a quote. Léa promised a written reply. Alex takes over. A note saying “follow up on quote” misses the reason the customer has not decided. The handover should keep the question, the promise and the relevant terms together.
The next colleague can then ask: “What did we promise Camille, which question is still open, and what procedure should I use?” They review the available exchanges and shared reference before preparing the response. If the earlier call was never captured, its content remains something to clarify rather than a detail to invent.
Organize the handover before changing access
- Identify active cases and prioritize those with a promise or approaching appointment.
- Review missing context while the current owner can still clarify it.
- Assign each case to a named colleague and check that they can find the useful material.
- Withdraw departing-user access through the relevant administration processes.
- Test the first follow-up together and review any unanswered questions.
Case assignment and access revocation are separate operations. Removing future access does not erase information already read, exported or copied. Plan the permissions in the company environment, provider accounts and assistant connections as part of the same handover review.
Build continuity during the relationship
The strongest handover starts before anyone leaves. When authorized exchanges are captured and linked to the customer as work happens, the team has a history to review instead of a blank handover sheet. AlefOS connects received messages, customer context, shared knowledge and responsibilities within the configured scope.
Use this checklist for an absence or a change of role as well as a departure. The practical test is simple: can the next authorized person explain the current situation and prepare the next action without asking the customer to tell the story again?