In complex B2B sales, the most expensive meeting is the one where your sales rep walks in blind — unaware that the customer has three open quality claims and is already talking to a competitor. For one heavy machinery OEM, the disconnect between service reality and sales perception was quietly eroding both retention and revenue. QUANTUM built a Unified Customer Intelligence Hub connecting service and CRM data in real time — introducing an Account at Risk scoring system and a cross-functional operating rhythm that transformed unresolved tickets into a $1.2M pipeline and reduced churn by 22% in under a year.
Focus: Service-to-Sales Feedback Loop
How a Heavy Machinery OEM Turned Open Service Tickets Into $1.2M in Pipeline — and Cut Churn by 22%
The Challenge
A heavy machinery firm had no visibility into post-sale issues. Sales teams were walking into renewal meetings blind to the fact that the customer had three open quality claims.
The Solution
We created a Unified Customer Intelligence Hub.
- Tech: Connected the Service Desk boards to the CRM boards via automated mirrors.
- CommEx: Developed an "Account at Risk" scoring system based on the frequency and severity of maintenance tickets.
- Change: Established a "Cross-Functional Huddle" ritual where service and sales leads review "Red" accounts weekly.
The Impact
22% reduction in customer churn and a $1.2M pipeline generated from "service-identified" upgrade opportunities.
