Case Study: Terminix achieves $47M annual revenue lift and higher customer satisfaction with Dispatch

Terminix Exterminates Customer Frustration to Improve Satisfaction and Deliver Exceptional Performance

Terminix, one of the world’s largest pest control companies with over 8,500 technicians operating across 47 U.S. states and 22 countries, faced declining new-customer renewals and poor “last mile” communication that hurt on-time arrivals, technician compliance and customer satisfaction. To address this, Terminix turned to Dispatch, implementing Dispatch’s enterprise service platform to automate appointment confirmations, real‑time “on my way” notifications, technician tracking and post‑service feedback.

Dispatch’s solution was piloted in three states and rolled out nationwide within five weeks, delivering measurable business impact: $32M/year saved from reduced inbound calls, $15M/year in revenue from reduced churn, and $47M in annual top-line contribution. The platform also drove a 10% overall NPS improvement, 70% of branches with year‑over‑year NPS gains, a 20% increase in on‑time arrivals and 15% higher technician compliance, proving Dispatch’s ability to boost efficiency, satisfaction and revenue.

Terminix

Jeff Storck

Senior Director Service Operations