Challenge
A storage and document services company with 180 branches and 100,000+ corporate customers was losing share among its large and medium accounts and could not say why. Departures only showed up once billing dropped. Pricing churn and volume churn looked the same. Price revisions, credits and bundled pricing were handled manually by different teams, and branch performance was buried in periodic aggregate reports with no account-level trend history.
A storage and document services company with 180 branches and 100,000+ corporate customers was losing share among its large and medium accounts and could not say why. Departures only showed up once billing dropped. Pricing churn and volume churn looked the same. Price revisions, credits and bundled pricing were handled manually by different teams, and branch performance was buried in periodic aggregate reports with no account-level trend history.
Solution
We consolidated billing, contract and service-line data from every branch into one enterprise data warehouse. On top of it we built billing health and churn tracking at account, industry, market and branch level, plus year-over-year revenue trends for each. The three revenue levers were automated and tied to contract terms and market conditions, and bundled offers and seasonal discounts are now targeted using service history and billing trajectory.
We consolidated billing, contract and service-line data from every branch into one enterprise data warehouse. On top of it we built billing health and churn tracking at account, industry, market and branch level, plus year-over-year revenue trends for each. The three revenue levers were automated and tied to contract terms and market conditions, and bundled offers and seasonal discounts are now targeted using service history and billing trajectory.
Results
Revenue retention reached 85% across 100,000+ corporate customers. All three revenue levers are fully automated, and 180 branches now see live revenue intelligence instead of static monthly reports. For the first time, the client can separate customers leaving over price from customers simply buying less, which means each problem gets the right fix. Inactive accounts are being re-engaged and churn in the destruction and onboarding lines has dropped.
Revenue retention reached 85% across 100,000+ corporate customers. All three revenue levers are fully automated, and 180 branches now see live revenue intelligence instead of static monthly reports. For the first time, the client can separate customers leaving over price from customers simply buying less, which means each problem gets the right fix. Inactive accounts are being re-engaged and churn in the destruction and onboarding lines has dropped.