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How to Offboard Customers

1. Customer Communication

  • Acknowledge Cancellation Request: Confirm receipt of the customer’s cancellation request.
  • Notify Accounting: Send an email to Arcus's accounting team to inform them of the termination date.
  • Document Customer Details: Record relevant customer details and cancellation specifics for future reference.
  • Request Feedback: Obtain feedback on the customer’s experience with our product to gain insights for future improvement (if needed).

2. Data Management

  • Update HubSpot: Enter the agreement end date in HubSpot for accurate tracking and record-keeping.

3. Account and Subscription Management

  • Deactivate Access: Remove all company users from Web Admin to ensure no further access.
  • Update Email Lists: Identify all email lists associated with the customer and remove their email addresses from these lists.
  • Turn off SMS alerts: Send a list of usernames to our Support team and request that SMS alerts be disabled. 

Note: If the customer is not a DR/Enel customer, end process after step #3.

4. Special Instructions for DR/Enel Customers

  • Notify Enel Representatives: Inform Enel representatives about the termination of the agreement.
  • Coordinate with Arcus Support: Notify Arcus support to remove the relevant asset information from our system.
  • Remove any confidential customer information from Arcus's systems.