The teams I have led have deployed more than 20,000 kiosks and AI-enabled robots. These are products you have used without noticing, from the grocery store to the hardware store to the country club. I have watched what connects them change from dial-up to the edge of the internet and AI compute in the cloud.
Companies can see what their products could become now: Trading data, making decisions, a more sophisticated version of themselves built on AI. Far less thought goes into what happens after launch. The deployment strategy, the unit economics, and the support systems for both the device and the customer have to rise to the level the product just reached.
I have guided two companies through high-value exits, and I know which systems have to exist to grow, to hold churn near zero, and to keep that value over time. The services around a connected device are treated as secondary. They are the primary ones. If they do not work, the device never will.
📡 Unmanned at Scale
20,000 devices running 24/7 with nobody on site. Redundant compute, intermittent connectivity, remote diagnostics. The support system was the product.
🤝 Churn Under 1%
Not a retention campaign. The result of a support model designed before the fleet scaled, not after it started failing.
📝 Contracts That Held
Moved customers from monthly to three-year commitments while revenue grew 600%. Service quality is what made the term possible.
🏆 What the Buyer Paid For
8.3x ARR, the highest multiple the acquirer had ever paid. They credited the attrition profile, not the hardware.
