More than 40 Synergy members came together for a virtual Service Sales KPI Roundtable Discussion to exchange ideas, compare approaches, and learn how fellow contractors are using KPIs to strengthen their service sales organizations.
The discussion built on Synergy’s recent Service Sales KPI survey and benchmarking white paper, which explored how member companies measure sales performance, review KPIs, and use data to improve accountability and decision making. While the survey identified common trends across the membership, the roundtable gave members the opportunity to hear directly from peers about what is working within their organizations.
The conversation covered a wide range of topics, including maintenance agreement growth, customer retention, proposal activity, close rates, pull-through work, pipeline health, and leading indicators that help identify potential issues before they impact sales results.
Several members shared their own KPI systems and management practices, including how they structure sales meetings, review dashboards, use CRM data, and connect sales metrics with operational planning. Others discussed KPIs they hope to better measure in the future, such as pull-through revenue, share of wallet, customer profitability, and project-to-service conversions.
One of the biggest takeaways from the discussion was that there is no one-size-fits-all approach to service sales KPIs. Companies of different sizes and structures are tracking different metrics based on their business goals, but the conversation reinforced the value of reviewing KPIs consistently, focusing on leading indicators, and using data to support coaching and better decision making.
The session also demonstrated one of the strengths of the Synergy network: members openly sharing ideas, asking questions, and learning from one another’s experiences. Those peer conversations often provide practical insights that members can take back and apply within their own organizations.
Thank you to everyone who participated and especially to the members who shared their KPI strategies and experiences with the group.
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Synergy membership is built around geographic exclusivity, peer collaboration, and active participation. Every prospective member goes through a detailed visit and review process with both the Synergy team and current member contractors to ensure strong alignment in culture, operations, and willingness to share openly with peers. If you’d like to learn more about membership, visit synergysolutiongroup.com/join.
