01 · The problem
The standard fields survive. The promises don't.
A handoff moves plan, seats and renewal date perfectly well. What slips is everything non-standard — the exact things the customer said yes to. Those live in one person's memory, so nobody chases them, and they don't surface until the customer surfaces them: usually as a complaint, on the kickoff call, to you.
02 · What you need
Shown to you before anything is routed.
Mention her on the handoff message and she reads it, pulls each promise out as its own tracked commitment, and shows you the list before she does anything with it. Nothing is created or routed until you approve — including the promise you'd rather renegotiate than deliver.
03 · How it runs
Owned, chased, and checked.
Set where the asking happens and what a "done" gets checked against. Every step rewrites itself to match — when a commitment goes quiet she changes approach rather than resending the same nudge, and escalates a stuck one with context, so you're not the chaser.
04 · What it's worth
You already run a handoff. Keep it.
A template, a CRM stage, a thirty-minute call — that's the right first step and she doesn't replace it. But a handoff doc is a record, not a follow-up, and a CRM stage is a checkbox that never chased anyone. She doesn't talk to your customer; she makes sure your team did.