# They had sold the instruments and stopped earning from them. — Radexus

> The installed base existed complete only in a service engineer's spreadsheet, and contract renewal dates lived somewhere sales never looked.

*Source: https://radexus.com/cases/installed-base/*

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[Success stories](https://radexus.com/cases/)  /  Medical equipment

# They had sold the instruments and stopped earning from them.

- Sector: **Medical equipment**
- Scale: **India and Gulf**
- Duration: **12 months measured**
- Number agreed: **AMC renewal rate**

In this success story
- [What resolution revealed](#h-0)
- [The play](#h-1)

The installed base existed complete only in a service engineer's spreadsheet, and contract renewal dates lived somewhere sales never looked.

A diagnostics equipment company with several hundred instruments placed across hospitals and labs in India and the Gulf. The instruments are sold at thin margin. The money is in reagents, consumables and service contracts, which is true of most of the sector and is exactly the part with the least visibility.

Contract dates lived in the field service application. Reagent orders lived in the ERP. Neither was joined to the other, and the only complete view of what was installed where existed in a spreadsheet maintained by one service engineer in Chennai who had been building it since 2016.

## What resolution revealed

Joining units to customers across the ERP and the service app produced the first complete installed base the company had ever had. It also produced some uncomfortable arithmetic: a substantial number of units under active service contract were buying reagents from someone else, and a smaller number that had let contracts lapse were still being visited by engineers on goodwill.

Neither fact was hidden. Both were simply spread across two systems in a way that no report had ever brought together.

## The play

A lapse signal, defined with the service head, derived from contract end date, visit history and reagent volume. Ninety days before a contract falls due, the account surfaces to the right person with the evidence attached: what was installed, what has been consumed against expectation, what the service history looks like, and what the last renewal was priced at.

Renewal conversations moved from reactive to scheduled. The renewal rate on units due, excluding warranty period, rose fourteen points against the prior year base over twelve months. Consumable revenue per installed unit rose nine percent.

The engineer's spreadsheet is still maintained. He checks the system against it, and when they disagree he is usually right, which is why his corrections are one of the labelled datasets the memory learns from.

**AMC renewal rate**Number agreed, units due, excluding warranty

**+14 pts**Result at 12 months, against prior year base

**+9%**Consumable attach, per installed unit

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