Completed doesn't mean billed: Where IT service providers lose daily revenue - In the interview with Timo Kayser, Co-CEO of Luithle + Luithle GmbH
Revenue losses despite satisfied customers? In this episode of Silicon Valley Europe, Timo Kayser, Managing Director and Co-CEO of Luithle + Luithle, discusses revenue leakage: unnoticed lost revenue due to unrecorded or unbilled IT services. He explains where the causes lie, why contracts and processes are crucial, and how AI can help secure margins—without unnecessary bureaucracy or employee monitoring.
Ticket closed, problem solved, customer satisfied. And yet, money is left on the table at the end. What sounds like minor issues quickly becomes a margin problem for IT service providers, system houses, and Managed Service Providers (MSPs). The technical term for this is revenue leakage: revenue that is lost because services rendered are not fully recorded, not assigned to the correct contract, or simply not invoiced.
The brief support call in between, the quickly replaced spare part, the additional service via email, or a service contingent that has long since been used up: usually, it is not one major error, but many small oversights that add up over weeks and months. Why do these gaps go unnoticed for so long, even though almost every service provider uses ticketing systems, time tracking, and ERP? And what really helps to prevent them?
Timo Kayser is Managing Director and Co-CEO of Luithle + Luithle GmbH. The IT full-service provider has been supporting companies with IT solutions, managed services, IT security, and hosting since 1991. Kayser started as a software engineer and has been part of the management since 2019. He knows the topic from both a technical and commercial perspective.
Silicon Valley Europe spoke with him about where revenue leakage occurs in everyday operations, why the problem rarely starts in accounting, and what role contracts, processes, and artificial intelligence play in this. One thing upfront: the goal is certainly not to invoice every minor detail or to monitor employees.