A $380K ARR maintenance program with 28% annual churn — $106K in lost ARR per year. Renewals were entirely manual: one CSR handled all accounts with inconsistent timing, pricing had not been updated in 2 years, and there was no winback process for lapsed contracts.
ServiceTitan-based renewal automation with 90/60/30-day automated outreach sequences. Renewal pricing logic tied to equipment age and coverage tier — older equipment gets upsell options for premium coverage. HubSpot CSM assignment routes high-value accounts ($2K+ ARR) to a human at the 60-day mark. Automated winback sequence for lapsed contracts. Stripe integration for automated renewal invoicing.
HVAC maintenance contracts are sticky if you reach customers before they have decided to cancel. The 90-day sequence starts a conversation rather than issuing an invoice — customers given 3 months of notice have time to budget. Equipment-age pricing gives the company a defensible reason to price differently. High-value accounts needed human escalation — no automation converts a $3,000/year account as reliably as a skilled CSM.
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