customer retention during the pandemic is less predictable , and of greater immediate concern compared with our normal operations , however , our residential pest and termite control business has remained reasonably consistent with some growth over prior years . with many sheltering or working from home , we have experienced higher than normal demand for our residential services . our commercial pest control business has been more adversely impacted , as it crosses multiple industries such as healthcare , food processing , logistics , grocery , retail and hospitality . each of these industries is being impacted differently by the pandemic . many of our commercial customers continue to operate as “ essential ” businesses ; however , unfortunately there are a notable number of others that have closed , at least temporarily . we expect this impact will persist through much of 2021 until the majority of the population has been vaccinated against the virus . the company 's residential and termite revenues grew 13.4 % and 9.6 % , respectively , in 2020 compared to 2019 while our commercial pest control revenues fell by 0.5 % . 18 while we have a substantial amount of intangible assets on our balance sheet , based on our revenue growth this year , we do not anticipate any significant long-term loss in revenues or cash flows that would approach a level for impairment of intangible assets . all of our critical supply-chain vendors have remained operational , and we have engaged additional new sources to supplement our existing suppliers , especially for critical ppe and other covid-19 related items . fleet suppliers and support vendors continue to serve our needs . results of operations—2020 versus 2019 overview the company 's revenues increased to $ 2.161 billion in 2020 , a 7.2 % increase compared to 2019. gross margin increased to 51.5 % for 2020 from 50.7 % in 2019. sales , general and administrative expense were 30.4 % of revenues in 2020 compared to 30.9 % in 2019. the company 's depreciation and amortization expense as a percent of revenue increased 2.5 % to 4.1 % in 2020 compared to 4.0 % in 2019. rollins ' net income of $ 260.8 million in 2020 was an increase of $ 57.5 million , or 28.3 % , compared to $ 203.3 million in 2019. net profit margin improved to 12.1 % in 2020 from 10.1 % in 2019. rollins continued to expand our global brand recognition with acquisitions in the united states , canada , united kingdom , australia , and asia as well as expanded our orkin international franchise program in numerous countries around the globe . the company continues to seek new international opportunities . revenues revenues for the year ended december 31 , 2020 were $ 2.161 billion , an increase of $ 145.7 million , or 7.2 % , from 2019 revenues of $ 2.015 billion . growth accounted for approximately 3.8 % of our increase , and our acquisitions contributed the remaining revenue growth . we experienced strong growth in residential pest control , increasing 13.4 % , while termite and ancillary revenues grew 9.6 % . year over year commercial revenues were down 0.5 % as commercial pest control was negatively impacted by the covid-19 virus due to various levels of government-driven shutdowns . the company 's revenue mix for the year ended december 31 , 2020 consisted primarily of 45 % residential pest control , 36 % commercial pest control and 19 % termite and ancillary revenues ( such as moisture control , insulation , deck and gutter work ) . during 2020 , the company chose to forgo the normal mid-year price increase , which historically contributes approximately 1.0 % to our annual revenue growth . approximately 80 % of the company 's pest control revenue was recurring in 2020 , as well as in 2019. the company 's foreign operations accounted for approximately 7 % and 8 % of total revenues for the years ended december 31 , 2020 and 2019 , respectively . the company established new franchises in several international countries around the globe in 2020 while closing or acquiring others , for a total of 94 orkin international franchises and nine australia franchises at december 31 , 2020 , compared to 97 orkin international franchises , one canadian critter control franchises and ten australia franchises at december 31 , 2019. the australia franchises operate under the murray pest control and scientific pest management names . revenue from franchising was up 5.6 % in 2020 compared to 2019 as the company continued to expand orkin 's international footprint and recognition of initial franchise fees . international and domestic franchising revenue was less than 1 % of the company 's revenues for 2020. orkin had 143 and 147 franchises ( domestic and international ) at december 31 , 2020 and 2019 , respectively . the company continued its strategy of buying back critter control franchises during 2020 , resulting in a drop in franchises to 79 at december 31 , 2020 , compared to 85 at december 31 , 2019. cost of services provided for the twelve months ended december 31 , 2020 , cost of services provided increased $ 55.0 million , or 5.5 % , compared to the twelve months ended december 31 , 2019. gross margin for the year increased to 51.5 % for 2020 from 50.7 % in 2019. margin improvements were driven primarily from lower service wage growth compared to revenue growth , and from fleet savings driven by improvements in our routing and scheduling efficiencies and lower fuel prices . story_separator_special_tag condition , results of operations and cash flows as of their respective balance sheet dates and for the periods then ended ; ( 15 ) our expectation that the adverse impact of the covid-19 pandemic , specifically , that a notable number of our commercial customers will continue to be forced to temporarily close their doors , will persist until the majority of the population has been vaccinated against the virus ; ( 16 ) our anticipation that we will not experience any significant long-term loss in revenues or cash flows , in connection with the covid-19 pandemic , that would approach a level for impairment of intangible assets ; ( 17 ) the belief that our current cash and cash equivalents balances , future cash flows expected to be generated from operating activities , available borrowings under our $ 175.0 million revolving credit facility and $ 136.0 million currently outstanding under our term loan facility will be sufficient to finance our current operations and obligations , and fund expansion of the business for the foreseeable future , ( 18 ) the belief that we have adequate liquid assets , funding sources and insurance accruals to satisfy any claims ; ( 19 ) our expectation to continue our payment of cash dividends , subject to the earnings and financial condition of the company and other relevant factors ; ( 20 ) plans regarding future acquisitions and franchise expansions , including our belief that acquisitions have been and may continue to be an important element of our business strategy ; ( 21 ) our belief that we maintain adequate liquidity and capital resources , without regard to its foreign deposits , to finance domestic operations and obligations and to fund expansion of our domestic business ; ( 22 ) plans to continue funding future defined benefit plan obligations with a possible reversion of any remaining pension assets to us in compliance with erisa regulations ; ( 23 ) our belief that the company will not make a contribution to its remaining pension plan during fiscal year 2021 ; ( 24 ) our belief that any potential additional pension plan contributions will not have a material effect on our financial position , results of operations or liquidity ; ( 25 ) our projected 2021 capital expenditures ; ( 26 ) the plans to grow the business in foreign markets through reinvestment of foreign deposits and future earnings and through acquisitions of unrelated companies with no expectation of repatriation of cash from our foreign subsidiaries ; ( 27 ) our ability to mitigate investment risks with respect to the waltham services , llc hourly employee pension plan by evaluating the appropriateness of the funds ' judgments and assumptions by reviewing the financial data included in the funds ' financial statements for reasonableness ; ( 28 ) our belief that we have adequate liquid assets , funding sources and insurance accruals to accommodate certain insurance claims ; ( 29 ) our expectation that we will maintain compliance with the covenants contained in our revolving credit agreement throughout 2021 ; ( 30 ) the expected impact and amount of our contractual obligations ; ( 31 ) our expectations regarding termite claims and factors that impact future costs from those claims ; ( 32 ) the expected cost of termite renewals ; ( 33 ) the expected collectability of accounts receivable ; ( 34 ) our belief that our tax positions are fully supportable ; ( 35 ) expectations and plans regarding any losses from franchisees ; ( 36 ) our beliefs about our accounting policies and the impact of recent accounting pronouncements ; ( 37 ) our belief that our exposure to market risks arising from changes in foreign exchange rates will not have a material impact upon our results of operations going forward ; ( 38 ) our ability to utilize all of our foreign net operating losses and the reasonable possibility that the company 's unrecognized tax benefits will decrease in the next 12 months ; ( 39 ) our reasonable certainty that we will exercise the renewal options on our operating leases ; ( 40 ) expectations regarding the recognition of compensation costs related to time-lapse restricted shares ; ( 41 ) our belief that maintaining and enhancing our brands increases our ability to enter new markets and launch new and innovative services that better serve the needs of our customers ; ( 42 ) our ability to be proactive in safety and risk management to develop and maintain ongoing programs to reduce claims ; and ( 43 ) our expected return on defined benefit pension plan assets ; ( 44 ) the potential limitation of our ability to take timely corrective actions to limit future costs if actual claims related to our defined benefit pension plan exceed our accruals and reserves ; ( 45 ) our potential suspension of future services for customers with past due balances ; and ( 46 ) management 's intention that our floating-to-fixed interest rate swap for an aggregate notional amount of $ 100.0 million will hedge a portion of the company 's floating rate indebtedness under the credit facility . 24 our actual results could differ materially from those indicated by the forward-looking statements because of various risks , timing and uncertainties including , without limitation , the failure to maintain and enhance our brands and develop a positive client reputation ; our ability to protect our intellectual property and other proprietary rights ; actions taken by our franchisees , subcontractors or vendors that may harm our business ; general economic conditions ; the impact of the extent and duration of economic contraction related to covid-19 on general economic activity for the remainder of 2021 and beyond ; the impact of future developments related to the covid-19 pandemic on the company 's business , results of operations , accounting assumptions and estimates and financial condition ; potential increases in labor costs ; our inability to

cash provided by operating activities the company 's operations generated cash of $ 435.8 million for the year ended december 31 , 2020 primarily from net income of $ 260.8 million , compared with cash provided by operating activities of $ 319.6 million in 2019 and $ 299.4 million in 2018. the company believes its current cash and cash equivalents balances , future cash flows expected to be generated from operating activities , available borrowings under its $ 175.0 million revolving credit facility and $ 250.0 million term loan facility will be sufficient to finance its current operations and obligations , and fund expansion of the business for the foreseeable future . the company settled its obligations under the rollins , inc. pension plan in 2019 without making any additional contributions during the years ended december 31 , 2019 or 2018. the plan was fully funded with a prepaid balance . the plan assets exceeded the plan benefit obligations , and $ 31.8 million remained after settlement . the company sold illiquid benefit plan asset investments during 2020 and used $ 18.0 million and $ 11.0 million of the $ 31.8 million during the years ended december 31 , 2020 and 2019 , respectively , to fund its 401 ( k ) match obligations . as of december 31 , 2020 , the company had approximately $ 1.2 million remaining of benefit plan assets which will likely be reverted to the company per erisa regulations in 2021. the company has one remaining pension in one of its wholly-owned subsidiaries . an employer contribution of $ 0.1 million was made during the year ended december 31 , 2019. no contributions were made during 2020 or 2018. while the company 's management does not expect to make a contribution to its remaining pension plan during fiscal year 2021 , additional plan contributions , if any , will not have a material effect on the company 's financial position , results of operations or liquidity .


 Write a concise suspicious activity report of the following text delimited by triple backquotes. Return your response as a formal report which covers the key points highlighting the location,dates,entity names and account holder information in chronological order of the text.
     ```cash provided by operating activities the company 's operations generated cash of $ 435.8 million for the year ended december 31 , 2020 primarily from net income of $ 260.8 million , compared with cash provided by operating activities of $ 319.6 million in 2019 and $ 299.4 million in 2018. the company believes its current cash and cash equivalents balances , future cash flows expected to be generated from operating activities , available borrowings under its $ 175.0 million revolving credit facility and $ 250.0 million term loan facility will be sufficient to finance its current operations and obligations , and fund expansion of the business for the foreseeable future . the company settled its obligations under the rollins , inc. pension plan in 2019 without making any additional contributions during the years ended december 31 , 2019 or 2018. the plan was fully funded with a prepaid balance . the plan assets exceeded the plan benefit obligations , and $ 31.8 million remained after settlement . the company sold illiquid benefit plan asset investments during 2020 and used $ 18.0 million and $ 11.0 million of the $ 31.8 million during the years ended december 31 , 2020 and 2019 , respectively , to fund its 401 ( k ) match obligations . as of december 31 , 2020 , the company had approximately $ 1.2 million remaining of benefit plan assets which will likely be reverted to the company per erisa regulations in 2021. the company has one remaining pension in one of its wholly-owned subsidiaries . an employer contribution of $ 0.1 million was made during the year ended december 31 , 2019. no contributions were made during 2020 or 2018. while the company 's management does not expect to make a contribution to its remaining pension plan during fiscal year 2021 , additional plan contributions , if any , will not have a material effect on the company 's financial position , results of operations or liquidity .
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 Suspicious Activity Report : customer retention during the pandemic is less predictable , and of greater immediate concern compared with our normal operations , however , our residential pest and termite control business has remained reasonably consistent with some growth over prior years . with many sheltering or working from home , we have experienced higher than normal demand for our residential services . our commercial pest control business has been more adversely impacted , as it crosses multiple industries such as healthcare , food processing , logistics , grocery , retail and hospitality . each of these industries is being impacted differently by the pandemic . many of our commercial customers continue to operate as “ essential ” businesses ; however , unfortunately there are a notable number of others that have closed , at least temporarily . we expect this impact will persist through much of 2021 until the majority of the population has been vaccinated against the virus . the company 's residential and termite revenues grew 13.4 % and 9.6 % , respectively , in 2020 compared to 2019 while our commercial pest control revenues fell by 0.5 % . 18 while we have a substantial amount of intangible assets on our balance sheet , based on our revenue growth this year , we do not anticipate any significant long-term loss in revenues or cash flows that would approach a level for impairment of intangible assets . all of our critical supply-chain vendors have remained operational , and we have engaged additional new sources to supplement our existing suppliers , especially for critical ppe and other covid-19 related items . fleet suppliers and support vendors continue to serve our needs . results of operations—2020 versus 2019 overview the company 's revenues increased to $ 2.161 billion in 2020 , a 7.2 % increase compared to 2019. gross margin increased to 51.5 % for 2020 from 50.7 % in 2019. sales , general and administrative expense were 30.4 % of revenues in 2020 compared to 30.9 % in 2019. the company 's depreciation and amortization expense as a percent of revenue increased 2.5 % to 4.1 % in 2020 compared to 4.0 % in 2019. rollins ' net income of $ 260.8 million in 2020 was an increase of $ 57.5 million , or 28.3 % , compared to $ 203.3 million in 2019. net profit margin improved to 12.1 % in 2020 from 10.1 % in 2019. rollins continued to expand our global brand recognition with acquisitions in the united states , canada , united kingdom , australia , and asia as well as expanded our orkin international franchise program in numerous countries around the globe . the company continues to seek new international opportunities . revenues revenues for the year ended december 31 , 2020 were $ 2.161 billion , an increase of $ 145.7 million , or 7.2 % , from 2019 revenues of $ 2.015 billion . growth accounted for approximately 3.8 % of our increase , and our acquisitions contributed the remaining revenue growth . we experienced strong growth in residential pest control , increasing 13.4 % , while termite and ancillary revenues grew 9.6 % . year over year commercial revenues were down 0.5 % as commercial pest control was negatively impacted by the covid-19 virus due to various levels of government-driven shutdowns . the company 's revenue mix for the year ended december 31 , 2020 consisted primarily of 45 % residential pest control , 36 % commercial pest control and 19 % termite and ancillary revenues ( such as moisture control , insulation , deck and gutter work ) . during 2020 , the company chose to forgo the normal mid-year price increase , which historically contributes approximately 1.0 % to our annual revenue growth . approximately 80 % of the company 's pest control revenue was recurring in 2020 , as well as in 2019. the company 's foreign operations accounted for approximately 7 % and 8 % of total revenues for the years ended december 31 , 2020 and 2019 , respectively . the company established new franchises in several international countries around the globe in 2020 while closing or acquiring others , for a total of 94 orkin international franchises and nine australia franchises at december 31 , 2020 , compared to 97 orkin international franchises , one canadian critter control franchises and ten australia franchises at december 31 , 2019. the australia franchises operate under the murray pest control and scientific pest management names . revenue from franchising was up 5.6 % in 2020 compared to 2019 as the company continued to expand orkin 's international footprint and recognition of initial franchise fees . international and domestic franchising revenue was less than 1 % of the company 's revenues for 2020. orkin had 143 and 147 franchises ( domestic and international ) at december 31 , 2020 and 2019 , respectively . the company continued its strategy of buying back critter control franchises during 2020 , resulting in a drop in franchises to 79 at december 31 , 2020 , compared to 85 at december 31 , 2019. cost of services provided for the twelve months ended december 31 , 2020 , cost of services provided increased $ 55.0 million , or 5.5 % , compared to the twelve months ended december 31 , 2019. gross margin for the year increased to 51.5 % for 2020 from 50.7 % in 2019. margin improvements were driven primarily from lower service wage growth compared to revenue growth , and from fleet savings driven by improvements in our routing and scheduling efficiencies and lower fuel prices . story_separator_special_tag condition , results of operations and cash flows as of their respective balance sheet dates and for the periods then ended ; ( 15 ) our expectation that the adverse impact of the covid-19 pandemic , specifically , that a notable number of our commercial customers will continue to be forced to temporarily close their doors , will persist until the majority of the population has been vaccinated against the virus ; ( 16 ) our anticipation that we will not experience any significant long-term loss in revenues or cash flows , in connection with the covid-19 pandemic , that would approach a level for impairment of intangible assets ; ( 17 ) the belief that our current cash and cash equivalents balances , future cash flows expected to be generated from operating activities , available borrowings under our $ 175.0 million revolving credit facility and $ 136.0 million currently outstanding under our term loan facility will be sufficient to finance our current operations and obligations , and fund expansion of the business for the foreseeable future , ( 18 ) the belief that we have adequate liquid assets , funding sources and insurance accruals to satisfy any claims ; ( 19 ) our expectation to continue our payment of cash dividends , subject to the earnings and financial condition of the company and other relevant factors ; ( 20 ) plans regarding future acquisitions and franchise expansions , including our belief that acquisitions have been and may continue to be an important element of our business strategy ; ( 21 ) our belief that we maintain adequate liquidity and capital resources , without regard to its foreign deposits , to finance domestic operations and obligations and to fund expansion of our domestic business ; ( 22 ) plans to continue funding future defined benefit plan obligations with a possible reversion of any remaining pension assets to us in compliance with erisa regulations ; ( 23 ) our belief that the company will not make a contribution to its remaining pension plan during fiscal year 2021 ; ( 24 ) our belief that any potential additional pension plan contributions will not have a material effect on our financial position , results of operations or liquidity ; ( 25 ) our projected 2021 capital expenditures ; ( 26 ) the plans to grow the business in foreign markets through reinvestment of foreign deposits and future earnings and through acquisitions of unrelated companies with no expectation of repatriation of cash from our foreign subsidiaries ; ( 27 ) our ability to mitigate investment risks with respect to the waltham services , llc hourly employee pension plan by evaluating the appropriateness of the funds ' judgments and assumptions by reviewing the financial data included in the funds ' financial statements for reasonableness ; ( 28 ) our belief that we have adequate liquid assets , funding sources and insurance accruals to accommodate certain insurance claims ; ( 29 ) our expectation that we will maintain compliance with the covenants contained in our revolving credit agreement throughout 2021 ; ( 30 ) the expected impact and amount of our contractual obligations ; ( 31 ) our expectations regarding termite claims and factors that impact future costs from those claims ; ( 32 ) the expected cost of termite renewals ; ( 33 ) the expected collectability of accounts receivable ; ( 34 ) our belief that our tax positions are fully supportable ; ( 35 ) expectations and plans regarding any losses from franchisees ; ( 36 ) our beliefs about our accounting policies and the impact of recent accounting pronouncements ; ( 37 ) our belief that our exposure to market risks arising from changes in foreign exchange rates will not have a material impact upon our results of operations going forward ; ( 38 ) our ability to utilize all of our foreign net operating losses and the reasonable possibility that the company 's unrecognized tax benefits will decrease in the next 12 months ; ( 39 ) our reasonable certainty that we will exercise the renewal options on our operating leases ; ( 40 ) expectations regarding the recognition of compensation costs related to time-lapse restricted shares ; ( 41 ) our belief that maintaining and enhancing our brands increases our ability to enter new markets and launch new and innovative services that better serve the needs of our customers ; ( 42 ) our ability to be proactive in safety and risk management to develop and maintain ongoing programs to reduce claims ; and ( 43 ) our expected return on defined benefit pension plan assets ; ( 44 ) the potential limitation of our ability to take timely corrective actions to limit future costs if actual claims related to our defined benefit pension plan exceed our accruals and reserves ; ( 45 ) our potential suspension of future services for customers with past due balances ; and ( 46 ) management 's intention that our floating-to-fixed interest rate swap for an aggregate notional amount of $ 100.0 million will hedge a portion of the company 's floating rate indebtedness under the credit facility . 24 our actual results could differ materially from those indicated by the forward-looking statements because of various risks , timing and uncertainties including , without limitation , the failure to maintain and enhance our brands and develop a positive client reputation ; our ability to protect our intellectual property and other proprietary rights ; actions taken by our franchisees , subcontractors or vendors that may harm our business ; general economic conditions ; the impact of the extent and duration of economic contraction related to covid-19 on general economic activity for the remainder of 2021 and beyond ; the impact of future developments related to the covid-19 pandemic on the company 's business , results of operations , accounting assumptions and estimates and financial condition ; potential increases in labor costs ; our inability to

