Customer 360

Seven things a customer brings up at renewal

Last year’s complaints come up first. Always.
— Rahul · accounts head

Here they are for Hotel Kohinoor, mapped from its Customer 360. Tap a branch to see what the record says before the customer says it.

HOTEL KOHINOOR · KOREGAON PARK Keep this customer. Fix two things before you send a price. 1. Rats in the dry store, open 9 days2. August bill, ₹17,700, unpaid 0 OF 7 BRANCHES OPENED
← pick a branch. Whatever you open shows up here.
Complaints and customer requests

A customer calls angry. Anyone can answer.

Not my account. I still knew everything.
— Kavya · operations

Hotel Kohinoor’s chef is calling about rats, again. Sneha at reception has never spoken to him. Press Answer. His open complaint, the next visit and the unpaid bill are already on her screen.

Tring tring! Kohinoor again. Sneha, uthao.
COMPLAINTSomething went wrong. It has an age, a fix target, a cause and a person fixing it.
CUSTOMER REQUESTThey want a change, like a different visit time. Your answer is saved with it.
INCOMING · FRI 25 SEP · 11:40
Chef Thomas Hotel Kohinoor · Koregaon Park
Number matched to the account
✕Decline
Contract renewals and churn risk

₹12.9 lakh of contracts end before Diwali. Two have nobody on them.

Diwali renewals used to be a panic.
— Suresh · owner

Each diya is a contract, hung on the day it ends. The dark ones have nobody on them. Tap a diya to see its churn score and the rule behind every point, then give it an owner and watch it light. The score tells you whose file to open first. It doesn’t predict who will leave.

TODAY · 25 SEP 1 OCT 15 OCT 1 NOV DIWALI · 8 NOV OWNER ASSIGNEDNOBODY ON ITNUMBER = CHURN SCORE
Hotel KohinoorKOREGAON PARK · ENDS 31 OCT · ₹1,80,000 50MEDIUM OF 100
35 MEDIUM 60 HIGH
WHY THIS SCORE · EVERY POINT HAS A REASON A bill unpaid for 55 days+15 Complaint open past its 7-day target+25 Ends in 36 days+10
Renew the contract

Price next year with this year open beside you

Last year’s visits open while I price. No guessing.
— Arjun · sales

Aditi is renewing Hotel Kohinoor. Each line shows what happened this year. Switch lines on or off and the letter to Mr Rao, the GM, rewrites itself.

General pest controlMonthly · kitchen, stores, guest floorsTHIS YEAR12 of 12 done or booked. March moved at the hotel’s request. ₹1,00,800
Rodent controlEvery two weeksTHIS YEARTwo complaints this year, both in the dry store. ₹88,200
4 extra bait stations, loading bayChecked on every rodent visitTHIS YEARBoth sightings started near this door. +₹9,600
Termite treatment, banquet hall floorOnce, then one inspection a yearTHIS YEARQuoted in November 2024. Nobody followed up. not included
Bird netting, terraceOne-time fit, checked every quarterTHIS YEARMay feedback: “pigeons on the terrace again”. not included
Price change on the two regular services
2026–27 · BEFORE GST₹1,98,600 +₹18,600 vs ₹1,80,000 this year
Kavach Pest ServicesRENEWAL LETTER · DRAFT FROM TEMPLATE
Dear Mr Rao,

Your pest control contract with us ends on 31 October. This year we did 32 of the 36 visits, and the last four are booked for October. One March visit moved to April while your kitchen was being renovated.

The rat problem in the dry store isn’t solved yet, and I’m sorry about that. For next year we suggest four more bait stations at the loading bay, where both sightings started. A brush strip under that door from your side would help too.

Next year comes to ₹1,98,600 plus GST, against ₹1,80,000 this year, with a 5% increase on the two regular services. Faiz stays your regular technician.

August’s bill of ₹17,700 is still open. Could your accounts team clear it before the new contract starts?

Aditi Kulkarni
Kavach Pest Services, Pune The new contract keeps this one’s sites, scope and history. One-time jobs are marked separately, so they never land on the renewal list.
Customer PulseLIVE NOW

Your customer checks visits, reports and bills on their own phone

He stopped calling for reports. He checks.
— Rahul · accounts head

Pulse is a login you give each customer. Their kitchen, their accounts team and their auditor each see only their part. What they do there shows up in your office. It’s being built now; this is the current design.

HOTEL KOHINOOR’S YEAR · EACH BEAT IS A VISIT · TALL ONES ARE MONTHLYTODAY · 25 SEP
MAR · VISIT MOVED TO APR
WHAT THE HOTEL SAYS · TAP ONE0 OF 5 SORTED, NO CALL
Pulse · Hotel KohinoorCHEF THOMAS · KITCHEN
NEXT VISIT Sat 26 Sep, 10:00 Faiz · Rodent recheck, dry store
YOUR COMPLAINT · C-2307 Raised by you16 SEP · 1★ FEEDBACK Inspected · door gap found18 SEP · FAIZ Recheck bookedSAT 26 SEP, 10:00 ClosedAFTER A CLEAN RECHECK
WHAT YOUR OFFICE SEES 1 UPDATE
24 SEP Pulse invite sent to Chef Thomas and Meera on WhatsAppSET UP BY ADITI
When the hotel’s auditor downloads a year of pest records from Pulse, those records sit in your system, not in someone’s inbox.
Asked by owners and sales heads

What owners ask us on WhatsApp

Six questions from our demo calls, in the words they came in. Tap one to see our reply.

UPGEAR TEAM No. It adds up what’s already on the record: unpaid bills and how old they are, open complaints, how close the contract is to ending, and overdue visits. 60 or more is High, and every point shows its reason. UPGEAR saves the score each day, so later you can check which flagged customers actually left.
Your customers, before the renewal call. Hover one.

Bring one contract that ends in the next 60 days.

We’ll open its year in UPGEAR with you: the visits, the complaints, the bills and who owns the call. You’ll see what the customer is likely to bring up before they bring it up.

The mapSeven things he’ll bring up. All on one map.Vijay · Renewals