# Minimum onboarding handoff record

Worked example companion. Fictional scenario; no measured results.

A handoff is finished when the receiving team accepts it.

## How to use this sheet

Replace the example rules with your own. Keep each acceptance decision linked to its owner and evidence. Use the blank CSV to record your actual process; the example CSV contains teaching material.

| Field | Why it exists | Who confirms it |
| --- | --- | --- |
| Contract ID and version | Defines the accepted scope | Sales |
| Customer contact and role | Identifies the person who can unblock work | Sales |
| Agreed outcome | Gives delivery a success condition | Sales + delivery |
| Dependencies and owners | Explains what prevents a start | Delivery lead |
| Target start and capacity check | Avoids promising unavailable delivery | Delivery lead |
| Destination IDs and release status | Supports recovery without duplicate projects | Operations |

## Workflow

1. **Open handoff** (Sales): Reference the sale and signed scope.
2. **Check readiness** (Sales + operations): Resolve fields and identify dependencies.
3. **Accept plan** (Delivery lead): Confirm scope, capacity and start conditions.
4. **Provision and release** (Operations + delivery): Create once; confirm customer communication.

Exception: Incomplete handoffs return to their field owner. Partial provisioning resumes from stored destination IDs. An amendment requires delivery review.

## Measurement

Record closed_won_at, handoff_accepted_at and ready_to_start_at for comparable packages. Include returned handoffs and reasons. Track clarification requests after acceptance; do not infer retention improvement from a shorter setup time.

## Limitations

- Package templates and readiness criteria need agreement between sales and delivery.
- The example doesn't provision customer access or send actual messages.
- Use native project templates if they already preserve accepted scope and support recovery; another system may add more maintenance than value.

Source page: https://www.opsautomators.com/work/customer-onboarding-handoff
Prepared September 7, 2026.