Service & Lease Lifecycle Intelligence
CHALLENGE: The VP of Service Operations traced the problem through a specific account that represented the pattern across the portfolio. A 12-location restaurant group in Columbus had 34 active service agreements covering commercial ovens, fryers, refrigeration units, and dishwashers — $126K in annual service revenue. In Q3 2024, 8 of those agreements expired within a 6-week window. The coordination team caught 3 of them in time and renewed them. The other 5 lapsed. The restaurant group's facilities director, receiving no outreach from the distributor, accepted a competing service provider's proposal covering all 5 units plus 4 additional units the distributor had been servicing on a time-and-materials basis. $62K in annual recurring revenue moved to a competitor — not because of price or service quality, but because someone else called first.
SOLUTION: We spent 5 weeks in discovery analyzing the full lifecycle portfolio — 6,200 active agreements, 840 leases, and 3 years of historical renewal, lapse, and conversion data. The team also spent a week with the 4-person coordination team documenting their workflow and the shared Excel workbook that served as the lifecycle management system.
