# Fictional handoff record: Larchfield Logistics Demo

**Synthetic example.** The organisations, people, records and events below are invented. This is a manually authored illustration of the handoff record format. It demonstrates neither live source retrieval nor AI-generated accuracy. No real customer information is used.

## Deal summary

- Customer: Larchfield Logistics Demo, fixture account DEMO-201
- Vendor: Quayline Demo, a fictional scheduling software company
- Opportunity: Larchfield, depot scheduling, DEMO-OPP-601
- Closed-won date: 19 October 2026 [S1]
- Contract start and term: 1 November 2026, 12 months, renewal 31 October 2027 [S1]
- Account executive: Account executive (fictional role)
- Assigned CSM: Customer success manager (fictional role)
- Sales manager: Regional sales manager (fictional role)
- Prepared at: 21 October 2026
- Status: Accepted by CSM on 23 October 2026, after commitment C3 was decided

## Why they bought

The customer's operations director said depot shift plans were "rebuilt by hand every Friday" and that two depots used different spreadsheets [S3]. The purchase was timed to a new depot opening in January 2027 [S3]. A competing product was evaluated; the reason for choosing Quayline Demo is not recorded.

## What was sold

| Product or service | Quantity | Term | Order form line | Source ID |
|---|---|---|---|---|
| Scheduling platform, standard tier | 3 depots, 120 scheduler seats | 12 months | Line 1 | S1 |
| Guided implementation package | 1 | 8 weeks from start | Line 2 | S1 |
| Payroll export connector | 1 | 12 months | Line 3 | S1 |

## Commitment register

| ID | Commitment | Made by | Source ID | In contract? | Decision | Owner | Due date |
|---|---|---|---|---|---|---|---|
| C1 | Guided implementation over 8 weeks, ending with one depot live | Account executive | S1 line 2 | Yes | Honour | CSM | 27 Dec 2026 |
| C2 | Payroll export in the customer's existing file format | Account executive | S1 line 3 | Yes | Honour | CSM | Milestone 2 |
| C3 | Two extra on-site training days at the new depot, at no charge | Account executive | S4 | No | Amend: two remote sessions at no charge; on-site days quoted separately | Sales manager | Decided 22 Oct 2026 |
| C4 | A named contact on the product team for scheduling rules | Account executive | S5 | No | Pending: account executive to confirm what the customer heard | Account executive | Before kickoff |

### How C3 was found and resolved

The order form lists no training beyond the implementation package [S1]. While building the register, the account executive searched the sales emails and found a message of 14 October offering "two extra on-site training days at the new depot, no charge, once you're live" [S4]. It was sent after the final proposal and was never added to the order form.

The CSM flagged it at review because on-site days are not covered by any service budget. The sales manager decided on 22 October to amend it: two remote training sessions at no charge, with on-site days available as a paid quote. The account executive called the customer's operations director on 22 October to explain the change before kickoff, and recorded the call [S6]. The director accepted the remote sessions and asked for the on-site quote. The register now shows the amended commitment, its decider and the date, so the CSM does not learn about it from the customer in March.

## Stakeholder map

| Name | Title | Role in the deal | Role from here | Confirmed? | Source ID |
|---|---|---|---|---|---|
| Operations director (fictional) | Operations director | Sponsor and signatory | Signs off milestones | Yes | S1, S3 |
| Depot planning lead (fictional) | Planning lead, north depot | Champion | Owns rollout day to day | Yes | S3 |
| Payroll manager (fictional) | Payroll manager | Evaluator | Approves payroll export | Unconfirmed | S2 |
| IT manager (fictional) | IT manager | Approver for single sign-on | Grants access | Unconfirmed | S2 |

## Success criteria in the customer's words

| Criterion, as the customer said it | Who said it | Source ID | How we would observe it | Confirmed at kickoff? |
|---|---|---|---|---|
| "Friday planning done by Wednesday, without the spreadsheet" | Operations director | S3 | Shift plan published in the platform by Wednesday at the first live depot | To confirm |
| "Payroll gets one file, not three" | Payroll manager | S2 | One export accepted by payroll per pay period | To confirm |
| "The new depot opens on the system, not on paper" | Operations director | S3 | New depot schedules created in the platform before opening | To confirm |

## Known risks

- Risk: single sign-on approval may delay access. Basis: IT manager role unconfirmed [S2]. Mitigation proposed: ask the champion to introduce the IT manager before kickoff. Owner: account executive.
- Risk: the new depot opening date may move. Basis: date given as "January" with no day [S3]. Mitigation proposed: ask for the planned date at kickoff. Owner: CSM.

## First milestone

- Milestone: north depot publishes one weekly shift plan in the platform
- Proposed date: 4 December 2026
- Customer owner: Depot planning lead
- Our owner: CSM
- Status: Proposed until confirmed at kickoff

## Open questions

1. What did the customer understand by "a named contact on the product team" (C4)?
2. Who on the customer side approves single sign-on, and how long does that usually take?
3. What is the planned opening date of the new depot?

## Synthetic source register

| ID | Fictional record | Reference | Record date | Last checked |
|---|---|---|---|---|
| S1 | Signed order form | DEMO-ORDER-201 | 19 Oct 2026 | 21 Oct 2026 |
| S2 | Opportunity record and stakeholder notes | DEMO-OPP-601 | 18 Oct 2026 | 21 Oct 2026 |
| S3 | Discovery call notes | DEMO-CALL-201 | 2 Sep 2026 | 21 Oct 2026 |
| S4 | Sales email to operations director | DEMO-EMAIL-201 | 14 Oct 2026 | 21 Oct 2026 |
| S5 | Demo call notes | DEMO-CALL-202 | 23 Sep 2026 | 21 Oct 2026 |
| S6 | Call note: commitment change explained | DEMO-CALL-203 | 22 Oct 2026 | 23 Oct 2026 |

[Download the synthetic source records](/downloads/sales-to-cs-handoff-input.json) to check this example. The references above are fictional IDs, not links to customer systems.

## Sign-off

- Account executive: signed 22 October 2026 (fictional)
- CSM: accepted 23 October 2026, with C4 to be answered before kickoff (fictional)

## Human review

The CSM must confirm the order form lines, the decision on C3 and the stakeholder roles before kickoff. The example includes no kickoff outcome; success criteria and the first milestone remain proposals until the customer confirms them.