Toronto - Maintenance Contract Renewals
Platforms involved
An HVAC company in Toronto with 12 technicians had built a database of 1,800 past customers over 8 years. They had never systematically stayed in touch with any of them. Maintenance contract renewals were tracked on a spreadsheet that one office admin checked 'when she had time.' 40% of maintenance contracts were lapsing - not because customers were unhappy, but because nobody called. The owner estimated he was losing $80,000 - $100,000 per year in renewal revenue alone. He also had no system for upselling equipment replacement to aging-system customers.
The one-time setup work - the systems, automations, and infrastructure we put in place before the ongoing management begins.
Imported and cleaned 1,800 past customer records into GHL - tagged by service type, equipment age, last service date, and contract status
Built a maintenance contract renewal automation - triggered 90, 60, and 30 days before renewal with escalating urgency, ending with a personal call task assigned to the office
Created an equipment aging upsell sequence - customers with systems 10+ years old get a 4-touch educational sequence about replacement options, triggered on their service anniversary
Built a post-service follow-up automation - every completed job triggers a satisfaction check-in text 48 hours later, with a Google Review request for happy customers
Set up a seasonal campaign system - spring A/C tune-up, fall furnace check, and emergency winter outreach pre-built and scheduled
Connected their scheduling software to GHL via Zapier - completed jobs automatically update the customer's record and trigger the post-service sequence
Built a Zapier workflow to parse maintenance contract data from their spreadsheet into GHL - the spreadsheet is now the backup, not the system of record
Created a referral program sequence - customers who leave a 5-star review get an automated referral ask with a $50 credit offer
Set up Google Workspace for the full team - shared drives for job photos, equipment manuals, and warranty documents organized by customer
The ongoing work included in the monthly membership - monitoring, maintaining, updating, and improving the systems we've built.
Monitor the renewal pipeline daily - review upcoming renewals, verify automation is firing, and escalate any customer who hasn't responded to a personal call task
Deploy the monthly email to the full customer database - seasonal tip, maintenance reminder, or equipment offer - managed and sent on schedule
Review the equipment aging pipeline - identify new customers whose systems have crossed the 10-year threshold and add them to the upsell sequence
Monitor post-service follow-up - review satisfaction scores, flag any negative responses for the owner, and track Google Review volume
Manage Google Workspace - add new technicians, update shared drive folders, maintain equipment manual library
Review automation health - check delivery rates, fix failed sequences, update customer contact information
Monthly reporting - pull renewal rate, upsell conversion rate, and review volume for the owner's review
Quarterly: refresh the seasonal campaign content, update equipment pricing in the upsell sequences, and rebuild the referral program offer
The Result
Maintenance contract renewal rate improved from 60% to 84%. Equipment aging upsell sequence generated $28K in new install revenue in year one.
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