AMC renewal reminders and lapse follow-up, run automatically

What this service does

Most annual maintenance contracts lapse for a dull reason. The expiry date sits in a spreadsheet or a folder, someone was meant to call the customer, and the call never happened. The customer then either goes without cover or signs with a competitor who got there first. This service puts a software worker in charge of that chasing. It reads the contract register, keeps track of every expiry date, sends reminders in the right order, and records each reply. A person still handles anything that needs judgement.

The work is not complicated. It is repetitive, and repetition is where a busy operations team drops things. A business with a few hundred AMC customers may send several thousand reminder and follow-up messages in a year. Automation makes sure each one goes out on time, with the right quote attached, and that nothing is sent to a customer who has already renewed.

Who this is for

The service suits any business that sells recurring service contracts. That includes companies selling AC, lift, generator, CCTV, IT or office equipment maintenance, and also property managers, dealers and facility firms that hold service contracts for other people. Business size matters less than the number of contracts that come due each month. A five-person service firm with fifty contracts and a group with several thousand both have the same problem if renewals depend on one person's diary.

It is less useful if you renew only a handful of contracts a year and each one has a long, personal negotiation. In that case a shared calendar and a short call may serve you better.

What is included

• A review of your contract register, including the fields needed for expiry dates, customer contact details, plan type and renewal price tier
• A map of the renewal journey, from the first reminder to a signed renewal or a lapse
• Reminder sequences for email, with WhatsApp used only where the customer has agreed to it and the message is an approved template
• Automatic generation or attachment of the renewal quote and a payment link for each reminder
• Follow-up intervals for customers who do not reply, with a stop rule when a reply or payment arrives
• A lapse sequence for contracts that expire without renewal, including a reinstatement offer if you choose to make one
• Routing rules that send change requests, discount requests and complaints to a named account person with the full history attached
• A daily summary of renewals due, renewals closed, lapses and open escalations
• Written instructions for your staff on what the AI worker does and what it never does

How the service runs

Audit

The first step is an audit of how renewals work today. We look at where expiry dates live, who updates them, how often they are wrong, and how many contracts lapsed in the last year. We also check which channels your customers actually answer. Some customers read email within a day. Others only respond to a phone number they recognise. The audit results decide the scope of the build.

Process map

Next, the renewal journey is mapped step by step. Each step has an owner, a trigger and an exit. A reminder, a reply, a payment, a request for a change and a lapse are each a separate branch. You approve the map before anything is built. This is where most disagreements about policy surface, such as who can offer a discount and up to what level.

Build

The build connects the AI worker to your contract register and your email system. If you use WhatsApp, the build also connects a WhatsApp Business Platform account and sets up approved message templates. Templates must be approved by Meta before they can be used outside a customer service window, so this step is started early. Test contracts are run through every branch before any real customer receives a message.

Run

In the run phase, the worker operates on live contracts. It sends reminders on schedule, logs every reply, stops sequences when a renewal is paid, and hands over exceptions. For the first few weeks, a person reviews the daily summary and the escalation queue. This review is where wrong dates, wrong contact details and unclear policies are found and corrected.

Support

After the run phase, support covers changes to the reminder wording, new contract types, updates to pricing rules, and fixes when a customer's details change. Your account person remains the human contact for anything the worker cannot resolve.

Reminder timing and channels

The timing below is a starting point. Your contract length and your customers' habits will change it. The aim is a few well-spaced messages rather than a daily nag.

Why email comes first

WhatsApp is widely read in India and works well for some customers. It is also no longer free to use in every case. From 1 October 2026, Meta charges for replies a business sends inside the 24-hour customer service window once the first 1,000 free service messages per business phone number in a month are used up. Utility templates sent inside that window are charged from the first message. Meta's India rate card lists ₹0.1150 per utility or service message, plus GST at 18%.

That changes the economics of a reminder. A reminder sent by email costs little beyond the tool itself. A WhatsApp template costs a fixed amount per message, and a long chase can add up. The workflow therefore uses email for routine reminders and follow-ups, and reserves WhatsApp for the one or two messages where it adds real value, such as the 30-day reminder for customers who have asked for WhatsApp. Message counts are kept low on purpose.

What you provide

You provide read access to the contract register or a clean export, the renewal price rules, the list of customers who have opted in to WhatsApp, and the name of the account person who handles exceptions. You also decide what the worker may offer. If your policy allows a discount only up to a set level, that rule must be written down before the build. The worker follows the rules it is given and does not invent terms.

Typical timeline

For a register with one clean source of expiry dates, a typical plan runs about six to eight weeks. The audit and process map take roughly two weeks. The build takes two to three weeks, longer if WhatsApp templates need approval. The run phase with close review takes two weeks. Large registers, or registers spread across several spreadsheets, take longer because the data has to be cleaned first. These are planning ranges, not guarantees.

What automation does not cover

The worker does not negotiate. It does not decide whether a customer should be offered a discount, whether a contract should be renewed on different terms, or whether a complaint is valid. It does not set prices or change your policies. It cannot fix a contract register that is out of date, so a dirty register will produce dirty reminders until someone corrects it. It cannot make a customer pay, and a lapsed contract may still need a site visit or a fresh inspection before it is reinstated. Tax treatment also needs a human check: AMC invoices in India are generally taxed at 18% GST, but the applicable SAC code depends on the equipment covered, so your accountant should confirm the codes used on each invoice.