Bringing past customers back at the right moment
How a Yorkshire plumbing firm turned a forgotten spreadsheet of past jobs into timely boiler-service reminders that actually get booked.
A Yorkshire plumbing and heating firm had years of past jobs sitting in a spreadsheet that only got opened when business was quiet. Most of those customers were due a boiler service, a check, or a follow-up — and nobody was telling them.
We brought the past jobs into the hub as contacts with a history. Each one is tagged with the service they had and roughly when it would next be due. The firm set up a targeted reminder: the right message, to the right past customer, at the right interval — not a newsletter blast to everyone.
When a customer replies, the thread comes back to the engineer who did the original job where possible, with the history attached. Booking the service is one click. The customer feels like the firm remembered them, because in a sense it did.
Reactivation done this way is the easiest work to win — these people already know you. The hub just makes sure they hear from you at the moment they need you.
What changed for them
- Past customers get a service reminder at the right interval, not a generic blast
- Replies come back to a thread the engineer can see, not a shared inbox
- Reactivation feels like service remembered, not a marketing email
Want to see how this looks for your business? Book a 30-minute hub demo and we will map it out with you.
Book a hub demo