How to Handle Rep Departures – Outreach Support

Introduction

There comes a time where a rep active in Outreach will leave your company or transition into a new role. At that point you will need to transfer everything over to the new rep. This guide will provide an overview of the steps to complete this efficiently.

Best Practices & Procedures

Outreach to Salesforce Sync

Prospect or Account ownership often drives what actions end users take in Outreach. Within your Salesforce Plugin in Outreach, you have mapped Prospect and Account Ownership to a specific field in Salesforce. This is set up during your initial implementation, and part of Outreach’s out-of-the-box configuration. With this field mapping, there are two ways data can flow:

Single Direction Sync: New and/or updated data will flow from one system to the other. Most customers set this up in order to bring changes from Salesforce into Outreach, but not push changes from Outreach into Salesforce. This maintains Salesforce as the “system of record”. We refer to this as Inbound Sync.
Bi-Directional Sync: New and/or updated data will flow both ways. Any change made in Outreach will flow to Salesforce and vice versa.

The way your data flow is set will determine which method described below you can use. More information on how to create your sync between Outreach and Salesforce can be found in our end-to-end SFDC-Outreach guide.

Propagate Prospect Ownership

With the Propagate Prospect Ownership setting enabled, Outreach allows for a seamless transition when the ownership of a prospect changes from one user to another. So any time a prospect's ownership changes in Outreach, all existing tasks assigned to the original owner will transfer to the new owner. If the prospect is being sequenced by the original owner, then the sequencer is also changed to the new owner.

One-to-One Ownership Transfer

The advantage of fully reassigning all prospect ownership and all corresponding tasks from the departing rep to a single new user is that the new rep can simply pick up the tasks where the other rep left off. Luckily this is a quick and easy process within either Outreach or Salesforce.

Within Outreach

Note: This requires a bi-directional ownership sync to Salesforce so that ownership updates made in Outreach flow to Salesforce.

First, ensure you have the setting Propagate Prospect Ownership enabled.

In Outreach, navigate to Prospects and filter the list down by the rep that is leaving. Select all the resulting prospects and assign them to the new owner.

Then navigate to Accounts and repeat the procedure to assign all Accounts to the new owner.

For detailed steps, see: How To Transfer Prospect Ownership

Within Salesforce

Note: This requires a one-direction ownership sync from Salesforce to Outreach.

Access Your SFDC instance.
Find the Leads/Contacts/Accounts owned by the user that is leaving.
Update ownership for those Leads/Contacts/Accounts in Salesforce.
The ownership update will sync down into Outreach, where the Propagate Prospect Ownership mechanism will make all updates.

One-to-Many Ownership Transfer

When you decide to transfer ownership of Prospects/Accounts in Outreach from a single departing rep to multiple new reps, you have two options.

Within Outreach

Note: This requires a bi-directional ownership sync to Salesforce so that ownership updates made in Outreach flow to Salesforce.

Complete the ownership transfer procedure for each user that would get Prospects and Accounts assigned to them.

Within Salesforce

Note: This requires a one-direction ownership sync from Salesforce to Outreach.

If inbound updates for Prospect ownership are enabled, you can make the ownership update in Salesforce and the Propagate Prospect Ownership mechanism in Outreach will ensure all outstanding tasks are moved over.

Other Considerations

Delete old tasks

This is a great opportunity to clean up old tasks not completed by a rep so the new rep getting the account has a clean slate to work with.

Remove the User from Teams

Remove the user from their Teams to make sure they don’t appear in future reporting.
As an Outreach Admin, navigate to Administration > User management > Groups > Find and select the team > Find and select the user > Click the trash can icon at the top.

Remove phone numbers tied to the user

Removing the phone number(s) tied to the user will ensure you will not get charged for them.
As an Outreach Admin, navigate to Administration > Phone numbers > Filter by Owner name > Select all phone numbers > click the trash can icon at the top.