A team that stays with the building.
Eddy is a managed-service relationship, not a hardware sale. Every account ships with a dedicated project manager during deployment and a Building Success Manager after go-live. Quarterly reviews, ongoing optimization and direct access to the monitoring center keep the program running at the standard operators expect.
What customer success looks like at Eddy
Dedicated Building Success Manager
One named relationship owner across deployment, optimization and renewal. The same person every quarter.
Direct line to the monitoring center
Customer success works with the ULC-listed monitoring team to tune alert routing, escalation paths and shutoff logic.
Quarterly business reviews
Devices, incidents, response times and insurance outcomes reviewed against your portfolio's risk profile.
Ongoing optimization
Coverage expansions, sensor relocations, runbook updates and BMS integrations as the building program evolves.
An operating platform behind every relationship.
Building Success Managers work on a platform that already runs at portfolio scale.
- Properties under management
- 200+
- Assets protected
- $40B+
- Active devices
- 140,000+
- Events resolved across the reporting year
- 2,557
MDU, commercial and active construction sites.
Across condos, mixed-use, hospitality, healthcare, education and life sciences.
Sensors, smart meters, valves and gateways in the field.
Sensor-detected and monitoring-center-confirmed.
Source: State of Water Risk '26 report, operating-portfolio data
Deployment is the start, not the end
A leak detection program that does not evolve becomes shelfware. Eddy's customer success model is built to keep the program current as the building changes, the staff turn over and the carrier conversation moves.
We watch the dashboard with you. We review the incident log with you. We adjust the runbook when the building's operations change. The program stays alive.
Onboarding handoff from project management to customer success at go-live
Per-building runbook owned by the CS specialist
Coverage expansion plans aligned to capital cycles
Insurance review support before each renewal
Reporting that travels with the building
Leak Incident Reports close out every event. Quarterly business reviews pull the data into a portfolio narrative. Renewal-cycle reporting packages the evidence the carrier wants without the operator team writing it from scratch.
Documentation is one of the things customer success owns end to end.
Direct contact, not a ticket queue
When a property manager has a question, their Building Success Manager answers. When a chief engineer needs the alert routing changed, the same person coordinates with the monitoring center. When ownership wants a portfolio summary, the same person produces it.
Real names. Real direct lines. The same person across the renewal cycle.
Dedicated Building Success Manager on every account
Same person across deployment, optimization and renewal
Direct access to the engineering and monitoring teams when needed
Quarterly review cadence kept by the Building Success Manager
Talk to the team that keeps the program alive.
Existing customers reach their Building Success Manager directly. Prospective customers can introduce the model in a single conversation.
- Talk to your Building Success Manager
- Contact support
- Schedule a portfolio review