How do agencies document their internal processes to hand them over to clients?

Agencies document processes for client handover by creating external-facing SOPs that strip out internal context and focus on what the client needs to maintain. Record each workflow, then create a client version that covers the how without exposing proprietary methods, vendor relationships, or internal tools the client won't have access to.

What should agency handover documentation include?

Document Type	Internal Version	Client Version
Recurring tasks	Full workflow with agency tool access	Steps using client's own tools
Reporting	Raw data sources and internal dashboards	Finished report templates and instructions
Vendor management	Relationship context, pricing negotiations	Contact information, escalation paths
Strategy rationale	Why decisions were made, competitive context	Recommendations and maintenance guidelines
Access credentials	Agency admin accounts	Transferred client-owned accounts

How do you create client-facing documentation efficiently?

The fastest approach is a two-pass process:

1. Record everything internally — Use Glyde to capture your actual workflows as SOPs. This creates the agency's reference documentation.
2. Create client versions — Copy each SOP and remove internal context: agency-specific tools, proprietary methods, vendor pricing. Replace with client-accessible alternatives.

Three rules for client handover docs:

• Tool-agnostic instructions — If the client uses different tools, rewrite steps for their platform
• Visual guides — Include screenshots of the client's own dashboards and accounts, not yours
• Maintenance schedule — Tell the client when each task needs to run and what to monitor for quality

The biggest handover mistake: giving clients documentation that references agency tools they don't have. Every SOP in the client package should be self-contained and executable using only the client's own systems and access.

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This answer is part of our guide to capturing and preserving team knowledge.