Client Disengagement | Financial Cents Templates

About this template

Steps to take when disengaging with a client

Work type: Admin

Location: United States

Client industry: Generic

Version: 1 (Latest)

This template includes

25 tasks
1 client tasks

	Team Tasks
	Add the Client's Name in the Project Name.	Operations Manager
	Meeting to determine client termination date set with Lead Bookkeeper.	Operations Manager
	Add final service date to Project Name.	Operations Manager
	Add due dates to all tasks for timing of disengagement. Note that most of these will not be able to be completed until final week of service.	Operations Manager
	Client Initial Disengagement mail is sent, telling them additional instructions will follow, as well as a final invoice. Sample letter attached called "Client Disengagement Ltr #1".	Operations Manager
	Notify firm bookkeeper: Client's last charge date and any special instructions about last invoice.	Operations Manager
	Firm bookkeeper sends client final invoice.	L&L Bookkeeper
	Check off when final invoice has been paid.	L&L Bookkeeper
	The week of final service, an email backup is made for individual client email - Outlook pst file - and emailed to Admin.	Lead Bookkeeper
	Save backed up Outlook file from Bookkeeper and put our firm Dropbox (PST Outlook files can't be saved in SV at this time).	Admin
	Export Passwords from password manager for Client. Store in client's main SmartVault folder.	Admin
	QBO payroll = make sure our firm name is off in the QBO Payroll Settings area, "Email Notifications" and "Contact Information" area.	Lead Bookkeeper
	Other Payroll Providers: Get our firm name off of their contact list.	Lead Bookkeeper
	Any payroll registrations or other registrations with our firm or owner name is taken off (POAs also).	Lead Bookkeeper
	Add any additional government agencies on sub-tasks, and put dates of removal, and any confirmation numbers next to them, as they are completed.
	Store any confirmation documentation in client's SmartVault>Payroll>[govt entity] Folder.
	SOM MTO Area
	MI-UIA POA
	Any other states - add in
	Email #2 to Client sent out, telling them things they need to do for disengagement, which includes the SmartVault Export. See FILES for sample letter to go to them, called "Client Disengagement Letter #2". If they have trouble getting their own SmartVault backup per the email, use instructions below to back it up ourselves, per the description area below, and either upload in FC or Fedex to them. SEE SUBTASKS!!	Admin
	Option 1) - if Client is smaller, we may be able to zip it down, and attach to a client request in FC for them to pick up there. IF YOU USE THIS OPTION, PUT THE UPLOAD DATE at the end of this task, and create a Client Request with the file for them to download from FC.
	Option 2) We backup to a thumb drive, put a password on it, and Fedex it out to them, or they can pick it up. IF YOU USE THIS OPTION, PUT THE DATE THAT THE FEDEX WENT OUT AND THE TRACKING NUMBER at the end of this task. EMAIL THEM THE TRACKING # INFORMATION AND PASSWORD FOR THE THUMB DRIVE.
	SmartVault - Archiving Client AFTER Client has received their backup (see sub-tasks)	Admin
	In the SmartVault Portal (globe looking icon) In the Client Management area, note all people that have been invited, including the owner, to their SV account.
	Go to your initials in right hand corner, Settings.
	Go to "Licenses" under Administrator Settings, Guests.
	REMOVE all invitees of that clients so they can no longer access files.
	In the SmartVault Portal again - go to Client Management. Locate client, click on the three dots to the right of their company name, hit Archive. Then Choose "Archive and remove client access". This archives the information, but does not delete it.
	If you want to reinstate client, you will have to go to your initials, Account Settings, Archived Clients, to see them again. You can also permanently delete them, or restore them.
	Notify client's accountant that we have disengaged as of [date]. See description for sample letter.	Operations Manager
	If client has review on firm website or Proadvisor site, talk to owner to see if we need to take them down.	Admin
	Delete passwords from our Password Manager.	Admin
	QBO Time - go to Customers, Manage Customers, take access off for bookkeepers	Admin
	Take client off contact list / CRM program.	Admin
	If the customer has a recurring invoice, delete that from recurrences.	L&L Bookkeeper
	Take access off client for any staff member that had access to their QBO account, Team Settings.	Operations Manager
	Inactive client from QBO	L&L Bookkeeper
	Financial Cents close down	Admin
	If they have Uncategorized Transactions (Recat Module), go to that area, then look for the gear icon by the list of uncategorized transactions, and scroll down to the window that pops up and you'll see a Disconnect. Disconnect so that license is freed up.
	Inactive the client, not delete. Inactivation keeps all the projects and instructions, just in case. Go to the Client's main page (dashboard, etc.) - Go to EDIT, then Inactivate.

Team Tasks

Add the Client's Name in the Project Name.

Operations Manager

Meeting to determine client termination date set with Lead Bookkeeper.

Operations Manager

Add final service date to Project Name.

Operations Manager

Add due dates to all tasks for timing of disengagement. Note that most of these will not be able to be completed until final week of service.

Operations Manager

Client Initial Disengagement mail is sent, telling them additional instructions will follow, as well as a final invoice. Sample letter attached called "Client Disengagement Ltr #1".

Operations Manager

Notify firm bookkeeper: Client's last charge date and any special instructions about last invoice.

Operations Manager

Firm bookkeeper sends client final invoice.

L&L Bookkeeper

Check off when final invoice has been paid.

L&L Bookkeeper

The week of final service, an email backup is made for individual client email - Outlook pst file - and emailed to Admin.

Lead Bookkeeper

Save backed up Outlook file from Bookkeeper and put our firm Dropbox (PST Outlook files can't be saved in SV at this time).

Admin

Export Passwords from password manager for Client. Store in client's main SmartVault folder.

Admin

QBO payroll = make sure our firm name is off in the QBO Payroll Settings area, "Email Notifications" and "Contact Information" area.

Lead Bookkeeper

Other Payroll Providers: Get our firm name off of their contact list.

Lead Bookkeeper

Any payroll registrations or other registrations with our firm or owner name is taken off (POAs also).

Lead Bookkeeper

Add any additional government agencies on sub-tasks, and put dates of removal, and any confirmation numbers next to them, as they are completed.

Store any confirmation documentation in client's SmartVault>Payroll>[govt entity] Folder.

SOM MTO Area

MI-UIA POA

Any other states - add in

Email #2 to Client sent out, telling them things they need to do for disengagement, which includes the SmartVault Export. See FILES for sample letter to go to them, called "Client Disengagement Letter #2". If they have trouble getting their own SmartVault backup per the email, use instructions below to back it up ourselves, per the description area below, and either upload in FC or Fedex to them. SEE SUBTASKS!!

Admin

Option 1) - if Client is smaller, we may be able to zip it down, and attach to a client request in FC for them to pick up there. IF YOU USE THIS OPTION, PUT THE UPLOAD DATE at the end of this task, and create a Client Request with the file for them to download from FC.

Option 2) We backup to a thumb drive, put a password on it, and Fedex it out to them, or they can pick it up. IF YOU USE THIS OPTION, PUT THE DATE THAT THE FEDEX WENT OUT AND THE TRACKING NUMBER at the end of this task. EMAIL THEM THE TRACKING # INFORMATION AND PASSWORD FOR THE THUMB DRIVE.

SmartVault - Archiving Client AFTER Client has received their backup (see sub-tasks)

Admin

In the SmartVault Portal (globe looking icon) In the Client Management area, note all people that have been invited, including the owner, to their SV account.

Go to your initials in right hand corner, Settings.

Go to "Licenses" under Administrator Settings, Guests.

REMOVE all invitees of that clients so they can no longer access files.

In the SmartVault Portal again - go to Client Management. Locate client, click on the three dots to the right of their company name, hit Archive. Then Choose "Archive and remove client access". This archives the information, but does not delete it.

If you want to reinstate client, you will have to go to your initials, Account Settings, Archived Clients, to see them again. You can also permanently delete them, or restore them.

Notify client's accountant that we have disengaged as of [date]. See description for sample letter.

Operations Manager

If client has review on firm website or Proadvisor site, talk to owner to see if we need to take them down.

Admin

Delete passwords from our Password Manager.

Admin

QBO Time - go to Customers, Manage Customers, take access off for bookkeepers

Admin

Take client off contact list / CRM program.

Admin

If the customer has a recurring invoice, delete that from recurrences.

L&L Bookkeeper

Take access off client for any staff member that had access to their QBO account, Team Settings.

Operations Manager

Inactive client from QBO

L&L Bookkeeper

Financial Cents close down

Admin

If they have Uncategorized Transactions (Recat Module), go to that area, then look for the gear icon by the list of uncategorized transactions, and scroll down to the window that pops up and you'll see a Disconnect. Disconnect so that license is freed up.

Inactive the client, not delete. Inactivation keeps all the projects and instructions, just in case. Go to the Client's main page (dashboard, etc.) - Go to EDIT, then Inactivate.

	Client Tasks - SmartVault Upload Client Tasks
	Please download the attached SmartVault zip folder. Check the box when you have finished uploading.

Client Tasks - SmartVault Upload Client Tasks

Please download the attached SmartVault zip folder. Check the box when you have finished uploading.