Leads wait on the owner → a response queue and a 60-day renewal list.

About 18 new leads arrive in a month, from the site form, a referral email, and the occasional vendor webinar. The median first reply is the next business day, about 14 hours, because the owner or a vCIO is on site. 5 of the 18 book a fit call. About 1 in 3 of those close, so the firm signs one or two new agreements. On the book of about 70 agreements, roughly 8 hit a renewal month. The date is a field in ConnectWise or Autotask. In a typical month, 1 of those 8 is already unhappy and leaves without a conversation. A typical new agreement here is about $2,000 a month. A typical existing one is about $2,200.

A referral from a good customer comes in at 10am. The owner sees it at 7pm, after a cutover. The prospect has already booked two other intro calls. The same week, a cancellation notice arrives for an agreement whose renewal date was six weeks ago.

The PSA already knows the agreement end date, and the form already knows a lead arrived. Neither fact becomes a task while it still matters. First response waits on a calendar. Renewals wait on a cancellation.

A new lead gets a text and an email within 5 minutes, and a person calls within the hour while the office is open. A coordinator owns that queue. The owner or the vCIO takes the fit call, not the first ping. Renewal dates become tasks 60 days out, assigned to a person who calls before the window, not an email that says the agreement will renew itself. The same queue holds a dormant list: customers who cancelled, or who went quiet after a quote, in the last 18 months. A person works that list once a quarter. Those wins are lumpy, so they are not in the monthly number below.

The owner stops being the notification. The coordinator clears the queue through the day. The vCIO shows up to a fit call that is already on the calendar, and to a renewal conversation that was booked at day 60, not to a cancellation email.

5 fit calls at about 1 in 3 is one or two new agreements. 9 fit calls at the same rate is about three. The difference is about one more agreement, at about $2,000 a month. On renewals, the one agreement a month that used to leave without a conversation is about $2,200. Together that is about $4,200 a month in recurring work. The quarterly dormant list is extra and uneven, and it is not added on top of that figure.