Project Closeout Meeting Template
Purpose
The Project Closeout Meeting is the final customer meeting held at the completion of a project. Its purpose is to:
- Confirm all project deliverables have been completed.
- Review any remaining items.
- Ensure the customer is comfortable with their new solution.
- Discuss billing and support expectations.
- Officially transition the customer from the project team to the support team.
Meeting Attendees
Invite the following participants as appropriate:
- Customer Contact(s)
- Project Technician(s)
- Project Manager
- Sales Representative (Optional)
- Solutions Architect (Optional)
Meeting Agenda
1. Review Project Completion Criteria
Begin the meeting by reviewing the project's defined completion criteria.
Steps
- Open the original project quote.
- Share your screen with the customer.
- Review each completion item together.
- Confirm that all agreed-upon deliverables have been met.
- Allow the customer to ask questions or request clarification.
2. Review Outstanding Items
Discuss any remaining work or open issues.
Best Practices
- Review each outstanding task with the customer.
- Determine the resolution plan and expected timeline.
- Identify who is responsible for each remaining item.
- Create new Project Tickets for remaining work under phase ‘outstanding items.’
- Assign the appropriate technician and Project Manager.
3. Customer Solution Review
Confirm the customer is satisfied with the implementation and understands their new environment.
Consider asking questions such as:
- How have things been since we implemented your new solution?
- Is there anything you'd like us to review before we officially close the project?
- Have you experienced any issues since the cutover that have not yet been discussed?
- Is there anything that could have made this project process better?
Administrative Access Verification (When Applicable)
Confirm the customer has access to all required management tools, including examples such as:
- WatchGuard Management System (WMS) - network projects
- RUCKUS One - network projects
- Voice administration portals - voice projects
- Other customer administration portals
4. Delivery and Acceptance
Review and send the following document: Delivery & Acceptance Certificate.docx
Discuss
- Let the customer know they will just need to review, sign, and accept the document to complete the project
Process to Generate Document
Anyone can pull one at any time in QW by following these steps below. I have also attached a fillable version of the form in case they want to complete it manually.
- Open the quote in QuoteWerks for the project you are working on.
- Select “Deliver” like you would when you send, print or email a quote.
- Then uncheck the “Allegiant Standard Quote” quote layout.
- Then select the “Literature” tab and scroll down until you see “1.2 Delivery & Acceptance Certificate” and select that option. Remember, only the documents (layout or literature) in the top right-hand corner will be printed, emailed, etc, so in this case, we are only pulling the D&A cert.
- Then just hit “Preview/Print”, “Email”, etc., to get only the D&A cert for that quote. The form fields should auto-pull everything from the quote, including the contact information, quote number, etc.
4. Billing Review
Review the project's financial summary.
Discuss
- Original quote
- Approved change orders
- Budget adjustments
- Project overages (if applicable)
Invoice Preview (Recommended)
Whenever possible:
- Coordinate with Kristen to prepare draft:
- One-Time Invoice
- Monthly Recurring Invoice
- Review these invoices with the customer before they are finalized and sent.
5. Support Transition & Project Feedback
Prepare the customer for ongoing support after project completion.
Review
- Crexendo support process
- Service Level Agreements (SLAs)
- How to submit future service requests
Send Customer Documentation
Provide any applicable documentation, including:
- How to Open a Service Ticket
- Allegiant SLA Documentation (Welcome to Support): Welcome to Support - Allegiant
- User Guides
- Administrative Guides
- Product Documentation
- Knowledge Base Articles
- Training Materials
Customer Communication
A recommended message:
"Although the project team is always happy to help after the project is complete, the quickest way to receive assistance is by opening a service ticket through our support process. This ensures your request is routed to the appropriate team and responded to within our SLA."
6. Project Feedback
Before ending the meeting:
- Inform the customer they will receive a Project Satisfaction Survey once the project has been officially closed.
- Encourage the following within the survey:
- Overall project experience
- Communication
- Project delivery
- Areas for improvement
- Encourage the following within the survey:
Project Closeout Checklist
| Task | Complete |
|---|---|
| Customer meeting scheduled | ☐ |
| Completion criteria reviewed | ☐ |
| Outstanding issues discussed | ☐ |
| Resolution plan established (if needed) | ☐ |
| Customer questions answered | ☐ |
| Administrative access confirmed | ☐ |
| Billing reviewed | ☐ |
| Invoice preview completed (if applicable) | ☐ |
| Support process reviewed | ☐ |
| SLA documentation provided | ☐ |
| Guides and documentation delivered | ☐ |
| Survey expectations discussed | ☐ |
| Customer confirms project completion | ☐ |
Meeting Outcome
At the conclusion of the meeting, ensure:
- ✅ All contractual deliverables have been reviewed.
- ✅ The customer understands how to obtain future support.
- ✅ Any remaining work has been documented and transitioned to Service tickets.
- ✅ Billing expectations have been communicated.
- ✅ The customer feels confident using and managing their new solution.
- ✅ The project is ready for formal closure.