Sales to delivery handoff

Manage the transition of one closed-won customer engagement from signed commercial terms into an accepted delivery handoff. One run covers a single customer account and won contract, reconciling what was formally contracted against promises made during the sales cycle. The run delivers a verified scope reconciliation dossier, an explicit delivery-owner sign-off, and a confirmed handoff record assigned to a named delivery owner. If access to a commercial CRM or document store fails, pause the case and request manual document provision from the commercial owner rather than inferring scope.

• Check for an existing handoff record or prior handoff run for this contract. If an active or completed handoff record exists for the same contract identifier, halt further processing, notify the commercial owner of the duplicate, and route the case to Held or declined.
• Retrieve the executed contract, statement of work, and fee schedule from the document repository, alongside the closed-won opportunity record, proposal, and discovery notes from the commercial CRM. Verify that a binding signature or formal customer acceptance is present on the agreement. If the executed contract is missing or unsigned, open an information request to the commercial owner to upload the signed agreement. If the document is unavailable, hold the handoff until formal execution is confirmed.
• Extract and compare the contracted deliverables, milestone dates, staffing assumptions, and technical prerequisites against sales discovery notes, call logs, and customer communications. Distinguish binding contractual terms from informal sales promises or rep interpretations. Identify discrepancies, including uncontracted custom integrations, expedited launch dates, non-standard service levels, or unbilled advisory hours.
• Information request. Ask the commercial owner to resolve any identified discrepancies between the signed agreement and sales commitments. Provide a line-by-line comparison showing the contractual clause, the conflicting sales note, and the potential delivery impact. The commercial owner must either confirm that the commitment is withdrawn in writing with the customer, submit an executed contract amendment, or obtain commercial approval to absorb the delivery variance. If the commercial owner does not respond, keep the case waiting in Reconciling commitments without advancing to delivery review.
• Compile the reconciled scope packet containing binding deliverables, agreed exclusions, confirmed timeline milestones, technical dependencies, and primary customer contacts. Transmit the complete packet to the assigned delivery lead for readiness review.
• Approval. Request the delivery owner's formal acceptance of the reconciled scope packet and handoff readiness. The delivery lead must select one of three outcomes: approve acceptance, request specific corrections to scope or staffing assumptions, or decline the handoff with a recorded reason. If the delivery lead requests corrections or if commitments are materially changed, return the packet to Reconciling commitments, notify the commercial owner of the required changes, and present the updated exact handoff for renewed delivery-owner acceptance before recording any update. If the delivery lead declines, transition the case to Held or declined and assign the commercial lead to address the blockers.
• Update the handoff record in the receiving system with the reconciled scope packet, agreed milestone dates, customer contacts, and the delivery lead's approval reference, and assign the verified named delivery owner. Do not initialize a project or begin delivery implementation within this run. After any write attempt or uncertain update, inspect the receiving record to determine whether the approved update has already taken effect before attempting any retry. If the update did not take effect or no write tool is available, the delivery owner applies the exact approved update manually and supplies verifiable receiving-record evidence, or explicitly defers the handoff with a named accountable follow-up owner.
• In a fictional onboarding for Meridian Logistics, the signed statement of work specified standard cloud onboarding within six weeks, but the sales discovery transcript showed the account executive promised a custom legacy ERP connector and a four-week go-live. The agent flagged the two-week schedule discrepancy and uncontracted integration. The commercial owner contacted Meridian to clarify that the legacy connector required a separate phase-two statement of work, and confirmed the six-week timeline in writing. The delivery lead reviewed the updated scope packet, confirmed technical feasibility, and approved the handoff. The agent inspected the receiving handoff record in Notion, verified the read-back with the delivery lead assigned, and transitioned the engagement to Accepted handoff.
• A handoff is complete only when the delivery lead has explicitly approved the reconciled scope packet and the agent has verified the updated handoff record in the receiving system with an assigned named delivery owner. If the customer or commercial team declines to resolve scope contradictions, or if the delivery lead rejects the handoff, document the outstanding issues and transition the case to Held or declined.