The Challenge: Moving from Reactive Check-Ins to Strategic
Conversations
For Katherine Gray, Operations Manager at Warren Averett Technology Group, the goal has always been to help clients see the road ahead—and to show up as a true strategic advisor in the process. That’s why she considers technology business reviews (TBRs) to be the cornerstone of every client relationship.
But making the most of these meetings with clients was an ongoing challenge. First, even finding the data to bring to a TBR conversation could be difficult. The insights her team needed were stored across different tools that didn’t always line up. “We’d be looking at four or five different tools, and if the numbers didn’t match, we would have to stop and investigate,” she says. That extra sleuth work took away valuable preparation time.
Plus, the numbers they’d ultimately come up with were often more focused on Warren Averett’s own performance—CSAT and ticket resolutions—than on the clients’ goals. As a result, clients started losing interest, and would frequently cancel. “If the client doesn’t feel that it’s valuable, what motivation do they have to meet with us?” says Katherine. And when clients don’t show up, the relationship stalls, along with any opportunity to grow the account.
That left Katherine and her team with a conundrum: “We really wanted to be that strategic advisor on the technology front.” They knew there were opportunities—like AI advisory—that they were missing out on. “But I didn’t feel like we had the tools we needed to do that.”
The Solution: From Asset Tracker to Outcomes Platform
Katherine decided they needed a more structured, strategic approach to their TBRs—so she asked around for a tool that would help do that. The answer came back quickly: "Many of the people in our peer group were already using Lifecycle Insights and gave it glowing reviews," she says. So, they quickly adopted it. Lifecycle Insights gave them a foundation: templated annual assessments, a single view of warranty data and SaaS subscriptions, and a more consistent experience across the client base.
But as the team grew into that structure, gaps appeared. Without a calendar integration, account managers had to book meetings in their calendar and then manually log them in the tool separately. That double-entry friction kept the platform from sticking.
Katherine’s ScalePad account manager suggested they check out Lifecycle Manager. What she saw wasn't just a feature upgrade; it was a different philosophy. "It's less about when warranties expire, and more about the business outcomes that clients have told us they wanted, and how we're going to get there," she says. That shift from asset tracking to outcomes drove the decision. And the Outlook calendar integration that came with it gave account managers another reason to stay inside the platform.
Today, Lifecycle Manager is the backbone of every TBR. Account managers build polished, branded reports using drag-and-drop templates. They also now use the platform’s integration with Quoter, which allows them to quickly pull in open opportunities and create new ones on the spot.
Plus, Lifecycle Manager’s AI Copilot surfaces a company overview and industry-specific conversation starters the moment a rep enters a client's domain, making every meeting feel tailored without adding prep time. Those prompts are also opening doors to bigger conversations—particularly around AI, where most clients are curious but don't always yet know what it means for their business.
The Results: Faster Prep, More Strategic Conversations, and Clients Who Trust the Process
Lifecycle Manager gave Warren Averett Technology Group the structure, visibility, and client-facing polish they needed to show up as strategic partners—not just service providers. Some key results they've achieved include:
- Faster TBR prep. With drag-and-drop templates and a branded cover page, reports that once took up to two hours to build now take about 30 minutes with Lifecycle Manager. "My team are just clicking through, reviewing it, and then building the agenda for the client," Katherine says. For a team running several TBRs in a week, the time-savings add up fast.
- A streamlined platform for reporting. Where the team used to have to check multiple tools, now Lifecycle Manager pulls relevant data into one place and gives account managers a clear view on exactly what to present. “We know what we're supposed to be doing,” says Katherine. “We can tie the results of the assessment to goals for the client.” No longer stuck chasing reports, they can focus on the conversation—and clients feel the difference.
- Increased attendance at TBRs by about 20%. Where TBRs used to be easy to cancel, clients now actively seek them out. "The TBRs are more valuable now, where it's not just a checking in on tickets and our CSAT,” says Katherine. “It's more about where they want to go, so they actually want to have the meetings.”
- Easier client approvals When clients can see their roadmap—with budget forecasts, end-of-life timelines, and upcoming renewals—the conversation shifts. "It lets them know that we've got their back and we know what's happening where they don't have to worry about it. They just have to say yes," Katherine says.
- Equipped for AI advisory. With Lifecycle Manager, AI readiness questions are built directly into TBR templates, and when a client's responses surface a gap, the team creates an assessment opportunity on the spot. "Being able to build that into their roadmap is very helpful for clients to visualize how AI impacts their business," Katherine says. “That leads into helping them build guardrails and AI acceptable use policies that get them ready for the next step of AI adoption.”
Where TBRs once felt like an obligation, they're now the cornerstone of a relationship built on real strategy, shared visibility, and trust that compounds over time. As the team looks ahead—to AI readiness, deeper client partnerships, and continued growth—that foundation, built on Lifecycle Manager, is what makes the next chapter possible