Finds customers dormant 6-12 months and runs a multi-touch re-engagement sequence with personalized offers and seasonal reminders.
Quick Answer
Customer Win-Back Sequence finds customers dormant 6-12 months and runs a multi-touch re-engagement sequence with personalized offers and seasonal reminders. Ironback deploys this in 5-7 business days with a typical ROI of 5-10x within 90 days.
The Problem This Solves
Service businesses lose 15-25% of their customer base annually through silent attrition. Customers don't complain — they just stop calling. By the time you notice, they've hired a competitor. Nobody tracks who's gone dormant, and nobody has time to call them all back.
How It Works — Step by Step
Action: Customer flagged as dormant — added to win-back sequence automatically
→ No customer slips through the cracks — every inactive account is tracked
Action: Touch 1: Personalized email — 'We noticed it's been a while. Here's what's new and a seasonal check-up offer'
→ 15-20% of dormant customers re-engage at first touch
Action: Touch 2: SMS with direct booking link — 'Your [equipment type] is due for service. Book in 30 seconds'
→ SMS adds 10-15% additional re-engagement
Action: Touch 3: Owner or account manager receives alert to make a personal call with customer history and last service details
→ High-value accounts get personal attention — recovers another 5-10%
Questions About This Automation
Configurable by service type. Annual inspection clients are dormant at 13 months. Quarterly maintenance clients at 5 months. Emergency-only clients at 18 months. You set the thresholds that make sense for your business.
25-40% of dormant customers re-engage through the full sequence. At $5K-$50K in annual customer value depending on your niche, recovering even 10 customers adds $50K-$500K in recurring revenue.
Acquiring a new customer costs 5-7x more than retaining an existing one. If your average customer is worth $8K-$25K annually, recovering 2-3 dormant accounts per month generates $16K-$75K in monthly revenue at minimal cost.
Book a free 30-minute call. We'll confirm this automation fits your setup and walk through exactly what deployment looks like for your business.