When employees transfer or leave, customer handover not only involves contact relationships, but also includes unfinished business opportunities, commitments and service matters. The handover capabilities available on the enterprise WeChat side need to be checked based on the enterprise’s current permissions and official rules, and it cannot be promised that all records can be automatically transferred under any circumstances. On the business side, first clarify the scope of personnel and customers before arranging authorization operations.

Start from needs

The handover list records the customer, current person in charge, to-do items and next appointment, and previews before operation. The relationships allowed to be processed by the official interface are executed according to the rules, data that cannot be migrated are organized in a legal and authorized manner, and private chats are not read around permissions. The receiver confirms the business list, and the system displays two independent states: relationship processing and pending handover.

Things that should be paid attention to in the design

For example, a customer has agreed to confirm the interface plan next week. The new person in charge should see the agreement and necessary information, not just receive a contact person. Historical quotations and contracts retain the record of the original responsible person, and the current service responsibility is clearly assigned to the person taking over, making it easier to explain the work process before and after.

Check the processing results item by item

  • The acceptance drill will be conducted in situations where the successor has no authority, some customers have failed, and the original employee has been deactivated.
  • Failed items are left in the processable queue and continue after manual verification to avoid covering up omissions with one click.
  • Customer notifications after the handover should follow the actual rules and scope of authorization. The copy only needs to explain the change of responsible personnel, and no internal personnel information will be disclosed.
  • Review the to-do reminder after completion to ensure that the commitment is no longer sent to the departing employee.

Check the processing results

Temporary collaboration responsibilities can be marked during customer handover to prevent no one from replying while waiting for the relationship to be processed. After the business handover, temporary permissions and repeated reminders are cancelled. The transition arrangement cannot become a long-term situation where multiple persons in charge are contacting customers at the same time.