# SOP: Sales-to-onboarding handoff

Status: DRAFT — adapt and approve before use
Procedure ID: OPS-ONB-001
Version: 1.0
Process owner: [Name / role]
Approved by: [Name / role]
Effective date: [YYYY-MM-DD]
Next review date: [YYYY-MM-DD]
Approved document location: [Link]

## Purpose and scope
Transfer an approved new customer account from Sales to an accountable onboarding owner with a complete, reviewed handoff packet.
Starts when the approved account is ready for handoff. Ends when onboarding accepts the packet and records the next customer action.
Detailed account setup, implementation, and ongoing support are outside this procedure.

## Roles
- Sales owner: prepares the packet; retains ownership until explicit acceptance.
- Onboarding owner: reviews the packet and accepts or records named blockers.
- Process owner: maintains this SOP and resolves capacity or ownership exceptions.
- Backup onboarding owner: [Name / assignment method].

## Prerequisites and handoff packet
- [ ] Customer account identifier and record link.
- [ ] Approved scope / agreement reference.
- [ ] Products or services and included locations.
- [ ] Customer implementation contact and approved contact details.
- [ ] Intended outcome and agreed commitments, with source references.
- [ ] Known dependencies, exclusions, and unresolved questions.
- [ ] Proposed next action and relevant date constraints.
Do not include passwords or credentials in the packet.

## Procedure
1. Sales owner checks whether an account and handoff already exist. Resolve possible duplicates before creating a record.
2. Sales owner prepares the packet and compares its contents with the approved scope.
3. If an input is missing, set status to Awaiting information. Record the missing item, Sales owner, and next review date. Do not schedule the kickoff as if the packet were complete.
4. When complete, Sales owner sets status to Ready for review and assigns the onboarding owner through the agreed queue.
5. Onboarding owner reviews the packet within [agreed target; example: one business day]. Check scope, contact, dependencies, and available capacity.
6. If a blocker exists, record it, its responsible owner, and the condition for resuming. Follow the exception table.
7. If all acceptance checks pass, onboarding owner sets status to Accepted, records acceptance date and next customer action, and takes ownership of coordination.
8. Sales owner confirms the receiving owner is recorded and closes the handoff task. Preserve the record link.

## Exceptions
| Condition | Action | Owner | Resume when |
|---|---|---|---|
| Missing information | Set Awaiting information; list each missing item and a review date | Sales owner | Required inputs are confirmed |
| Scope conflict | Pause kickoff scheduling; reconcile packet against approved agreement | Sales owner, with process owner if unresolved | Approved scope and packet agree |
| Onboarding capacity unavailable | Assign backup or document a revised plan; do not promise a date without agreement | Process owner | Receiving owner and plan are confirmed |
| Possible duplicate account | Check account identifier and linked records before creating anything else | Sales owner | Correct existing or new record is confirmed |
| Review target missed | Flag overdue item in the queue and request owner or backup assignment | Process owner | Review responsibility and next action are explicit |

## Acceptance checklist
- [ ] Approved scope and handoff packet match.
- [ ] Required locations, contact, and dependencies are recorded.
- [ ] No unresolved blocker prevents acceptance.
- [ ] Onboarding owner explicitly accepts responsibility.
- [ ] Acceptance date and next customer action are recorded.
- [ ] Sales owner can find the accepted handoff record.

## Records and review
Store each completed handoff in [approved system/location] under the organization's existing access and retention rules.
Track incomplete packets, returns for rework, and overdue reviews to identify process defects.
Review this SOP after changes to scope handling, roles, tools, or recurring exceptions, and on the next review date.
Archive replaced versions and link the current approved version from the handoff queue.

## Draft test
- [ ] A teammate completes a normal practice handoff using only this SOP and prerequisites.
- [ ] A teammate recognizes and handles a missing-input case.
- [ ] Process owner resolves unclear rules and approves the revised draft.

## Change log
| Version | Date | Change and reason | Approved by |
|---|---|---|---|
| 1.0 | [Date] | Initial approved procedure | [Name] |