The CA Thingy

Creating a Scalable Client Handoff Process

Creating a Scalable Client Handoff Process

April 9, 2025

You close the deal, the client is excited—but your delivery team struggles with context, documents are missing, and timelines get pushed. Sound familiar? The issue isn’t your team—it’s your handoff process. In this blog, learn how to build a reliable, repeatable client handoff that ensures clarity, speed, and satisfaction.

1. Why Handoffs Break (Even in Great Teams)

  • Client expectations are not documented or passed along clearly.
  • Teams start work without full access to files, login credentials, or timelines.
  • Different people own different parts of the process—but nobody owns the full handoff.

2. Map Out the Ideal Handoff Journey

  • List everything a team needs to start a project (scope, deadlines, files, contacts).
  • Identify the exact moment when sales hands over to ops or service.
  • Define who’s responsible for which step—don’t leave it to chance.

3. Create a Standard Handoff Checklist

  • Client’s contact details, service scope, billing terms, key documents.
  • Onboarding timelines and expectations discussed during sales.
  • Any promises made during the pitch (very important!).

4. Use Automation to Trigger Handoffs

  • When a deal is marked “won,” auto-assign onboarding tasks in your task manager.
  • Auto-send a welcome email with next steps to the client.
  • Notify the service team instantly with all client context.

5. Train the Team to Stick to the Flow

  • A great process only works if people follow it.
  • Keep the checklist visible and embedded into your tools (like The CA Thingy 😉).
  • Review handoffs regularly to spot bottlenecks and fix them early.

Final Thoughts

  • Most client frustrations happen in the first 7 days—because of poor handoffs.
  • Fix this once, and your delivery team can hit the ground running every time.
  • With The CA Thingy, you can set up smart onboarding workflows that scale with your firm.