Smart Elevator / Account Management
Every contract needs an owner
and a scoreboard.
Contract and account ownership, renewals, escalation handling, per-client SLA visibility, account health, and review-ready reporting for building owners and facility managers. Built to your specification on the same records your technicians and your accounts team already work in.
Four questions a ticketing system cannot answer
Contracts are lost between
tickets, not during them.
Individual faults get attended to. The pattern across a client, over a year, with three escalations and a slipping response time, is what actually decides whether the AMC renews. Almost no elevator company has a screen for that.
Who owns this client?
In a ticketing system, tickets have owners. Clients do not. When a facility manager calls to complain about a pattern rather than an incident, there is nobody whose job it is to answer.
Are we meeting the SLA we sold?
The contract promised a response window. Nobody measures against it per client, so the first evidence of a breach arrives in a complaint letter, and the argument becomes memory against memory.
Is this account healthy?
A building with rising repeat faults, two open escalations and an overdue invoice is a contract about to be lost. That picture exists in four different screens and nobody assembles it until the renewal is already gone.
What do we take to the review meeting?
The quarterly review with a building committee gets prepared by exporting spreadsheets and pasting numbers into slides. It takes a day, it is out of date on arrival, and it cannot be repeated at scale.
Ownership
Every contract has a name
attached to it.
Ownership is the first thing to fix. Once a person is accountable for an account and can see the whole picture for it on one screen, the rest of account management becomes possible.
Illustrative account-health signals.
Named owner per account
Every account and contract carries a named owner and a backup. Their book is a screen: contracts held, units covered, open escalations, upcoming renewals and current SLA position.
Handover without loss
When an account changes hands, the record moves intact. Commitments made to the client, past escalations and the reason behind an unusual rate all stay attached to the account rather than leaving with a person.
Renewal accountability
Renewals appear on the owner board with a clock, the service performance for that contract, and the margin position. The renewal conversation starts from evidence rather than from a phone call asking whether they are happy.
Portfolio view for management
Head office sees the whole book by owner, branch, city and segment, with the same health signals. Weak accounts surface before they become churn, and strong owners become visible.
Per-client SLA visibility
Measure what the contract
actually promised.
SLA tiers differ by contract. A hospital gets a tighter window than a residential tower, and the entrapment clause is tighter than both. Each contract is measured against its own terms, and each state change is timestamped so the numbers hold up when a client disputes them.
Response time
From ticket creation to acknowledgement, measured against the tier written into the contract.
On-site time
From acknowledgement to a technician physically at the building, the number building managers actually judge you on.
Resolution time
From on-site to a working lift, with blocked time separated out when a part or an approval was the cause.
Entrapment response
Tracked separately with its own tighter threshold, because it is the one metric a client will never forgive.
Preventive visit adherence
Scheduled AMC visits completed on time versus deferred, per contract.
Repeat fault rate
Units that fail again within a defined window, which is what turns a satisfied client into a sceptical one.
Send us one of your AMC agreements. We will show you how its SLA terms become a live scoreboard.
Book a scoping call →Account health
Churn gives warning.
Somebody has to be watching.
A contract rarely leaves without signalling first. The signals are already in your data: response times drifting, the same unit failing repeatedly, an escalation that stayed open too long, invoices going unpaid while a dispute sits unresolved.
Account health pulls those signals into one score per account with the detail behind it, so an owner sees a problem while there is still time to fix it. The factors and the thresholds are yours, defined during discovery and adjusted as you learn what actually predicts loss in your market.
SLA compliance trend over the last three periods, not a single snapshot
Repeat faults concentrated on specific units at the site
Open escalations and how long they have been open
Complaint volume from the building relative to its unit count
Overdue invoices and the age of the outstanding balance
Time since the last review meeting or account touch
Distance to renewal date and the value at stake
Quotations sitting unapproved, which usually signals a stalled relationship
Client reporting
Walk into the review meeting
with the record already printed.
Building committees and facility management firms increasingly expect a periodic review. Produced by hand it is a day of work per client and it does not scale past a handful of accounts. Generated from the operational record it takes a click and it is defensible line by line.
- A named owner and backup on every account and contract
- Per-client SLA measured against the tier in the contract
- Account health scored from live signals, not a single snapshot
- Escalations tracked with owner, severity and deadline
- Renewals surfaced early with the service record and margin
- Review-ready client reports generated from the record
Coverage
Units under contract at the site, controller types, contract scope and the period covered by the report.
Work done
Preventive visits completed, breakdown attendances, parts replaced and technician time spent, with dates.
Performance
SLA compliance for the period, response and resolution times, and any breaches with the reason recorded.
Elevator condition
Faults by unit, repeat issues, and units flagged as degrading, drawn from live controller data where the IoT layer is installed.
Open items
Escalations still open, quotations awaiting the client decision, and work blocked on site access or approval.
Ahead
Recommended work, upcoming schedule, renewal position and anything the client needs to plan budget for.
Built to your review format
If your clients expect a particular structure, or a regulator or a group facility standard dictates one, the report is built to that structure. This is engineering to a specification, so the output matches what your market already asks for.
Why RnD Square
Account management needs
every other module to exist.
An account health view is only as good as the data feeding it. It needs ticket timestamps from operations, contract terms and renewal dates from the CRM, parts and visit cost from the ERP, and invoice and dues status from billing. Products that cover only field service can never build it, because three of those four inputs sit outside their scope.
RnD Square builds all four layers to your specification, as one system. That is why account management works here and stays theoretical elsewhere. We are an engineering partner, your extended R&D team, and the scope of the build is set by what your business actually needs rather than by what a licence includes.
FAQ
Questions we get about account management
Related
The rest of the system.
Keep the contracts
you already won.
Tell us how your accounts are owned today, what your SLA tiers promise, and what your clients expect at a review. We will scope the account management layer around it.