Case Studies

 

Elevator Company

Qgenisys helped to improve maintenance contract business

Challenge
The world's largest elevator company wanted to ensure retention of their maintenance contract clients and recapture contracts lost to others. A 1% increase in maintenance contract retention could mean more than $10 million in annual revenue.

Solution

The client's North American Area engaged Qgenisys to directly contact existing maintenance clients to attempt to get a re-sign for the existing maintenance contract with an extension of the contract term and/or with a provision for advance payment.

-Qgenisys contacted all maintenance contract clients.

-We corrected errors in the contact record and implemented a customer satisfaction survey.

-We offered savings based on extended terms and/or advanced payment.

-We produced the required contract addenda, mailed it to the client for execution and forwarded executed documents to the client for entry into their system.

The second element of the program involved making direct contact with prospects that were not under the client's maintenance in an attempt to recapture them as clients.

-Qgenisys contacted those from the recapture database.

-We surveyed them about their service and modified the contact record as required.

-Where appropriate, we constructed a maintenance contract, with savings based on extended terms and/or advanced payment.

-If the client was interested in receiving the savings, we produced the required contract addenda, mailed it to the client for execution and forwarded executed documents to the client for entry into their system.

Results

-We established necessary processes around maintenance contract upgrade and recapture to reduce cost and increase efficiency.

-Contract upgrades surpassed the client's goals by more than 10%.

-Opportunities for contract recaptures surpassed program expectations.

-Other regions requested participation in the program.