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Workspace · Building layer 6 People · new

Knowledge transfer when a sales rep leaves

When an account manager leaves, the customer relationships, the network and the knowledge in their head often walk out the door too. In SalesDNA you capture in the building block Knowledge transfer how you hand over knowledge. In the workspace you start a handover with those steps for each departing colleague, and tick them off until everything is handed over.

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How it works in SalesDNA

Capture once, tick off per departure.

In the building block Knowledge transfer, the button Ongoing handovers sits to the right of Edit. What you capture in the building block becomes a checklist per handover.

  1. 01

    Capture

    In the building block you capture how you hand over knowledge when someone leaves: the steps, and what is handed over: customers, ongoing work, network and knowledge in the head.

  2. 02

    Start a handover

    Per departing colleague a handover with the name, the last working day and the successor. The steps from the building block are ready.

  3. 03

    Tick off and knowledge conversation

    Tick off the steps. For the knowledge in the head there are questions for the knowledge conversation, so it does not leave with the colleague.

  4. 04

    Complete

    When everything is handed over, you complete the handover. A handover disappears twelve months after the last working day.

What it gives you

Knowledge that stays with the company, not with the person.

A method lives through people. When someone leaves, the knowledge should stay in the company: which customer buys and why, which quote is still open, who in the network opens the door. The handover makes that visible and tickable.

Because the steps come from the building block, every handover runs the same way, even when the manager changes. Change the steps in the building block and they apply to the next handover.

You then onboard the successor with the onboarding program, on the same method.

Ongoing handovers

Building layer 6 · owner, sales manager and HR only
  1. Start a handover
  2. Tick off steps
  3. Knowledge conversation
  4. Complete
Handover · account manager region NorthLast working day 31 October · successor: account manager 2 · 4 of 7 steps
What is handed overCustomers: A customers personally introduced to the successor · Ongoing work: three open quotes · Network: installers and advisors · Knowledge in the head: knowledge conversation on 24 October
Question for the knowledge conversationWhich customer calls you and not the company, and why?
Question for the knowledge conversationWhich agreement is written down nowhere but applies anyway?
Question for the knowledge conversationWho in your network should the successor meet this month?

You start a handover with the name, the last working day and the successor, tick off the steps and complete it. A handover disappears twelve months after the last working day.

AI and privacy in handovers

A handover is personal data.

A handover is about a departing colleague. That is why it is open only to the owner, sales manager and HR, and never while the SalesDNA team watches along.

AI does

  • Draft a suggestion for the steps in the building block, from your documents and your confirmed building blocks
  • Ask follow-up questions when there is too little for a good suggestion

AI does not

  • Process names: the names SalesDNA knows and email addresses are removed before anything goes to AI
  • Start, tick off or complete a handover: you do that
  • Assess or rank employees

Fixed retention periods · a daily task cleans up

  • 12 monthsA handover disappears twelve months after the last working day.
  • StaysWhat you capture in the building block Knowledge transfer stays as method.
  • NeverHandovers are never visible while the SalesDNA team watches along.
Who uses it

Owner, sales manager and HR only.

  • Capturing Knowledge transfer: whoever edits building layer 6, so the owner, the HR administrator and the organization administrator
  • Ongoing handovers: the owner, the sales manager and the HR administrator. A sales manager with a team sees only the people of that team
  • The organization administrator sees no handovers, nor does the SalesDNA team while watching along
See all roles and permissions
Further reading

Onboarding in 90 days on your own method

After the handover, onboarding the successor begins. This article shows how you build up the first three months building layer by building layer, so the successor learns the method and not the habits of the predecessor.

Read the article

The knowledge lands in the building blocks and in the successor's job profile; the successor starts in the onboarding program.

Questions about knowledge transfer

What you want to know.

What do I capture in the building block Knowledge transfer?

How you hand over knowledge when someone leaves: the steps to tick off, and what is handed over: customers, ongoing work, network and knowledge in the head. Questions for the knowledge conversation are part of it.

How do I start a handover?

With the button Ongoing handovers in the building block. You enter the name, the last working day and the successor. The steps from the building block are then ready to tick off, and you complete the handover when everything is handed over.

How long does a handover stay?

Twelve months after the last working day. After that a daily task cleans it up. What you captured in the building block stays as method for the next handover.

Does the organization administrator see the handovers?

No. A handover is personal data and is open only to the owner, sales manager and HR. The SalesDNA team never sees handovers while watching along.

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