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Case studies · Retail & E-commerce · Customer Retention

More than one in five lapsed customers came back within 60 days

We connected to the commerce platform the retailer already had. The team kept working where they always had, and their own data started telling them who to win back and what to reorder.

A small specialty shop with stocked wooden shelves and shipping boxes on the counterRetail & E-commerce

Client

A specialty retailer with one physical store, a growing online business and a lean marketing team.

By the numbers

What changed

22%

Of the lapsed customers contacted came back within 60 days

2 hrs

A week preparing retention campaigns, down from 11

34%

Fewer stockouts on priority items in the first quarter

Lapsed customers contacted who came back

22

out of every 100 contacted returned within 60 days

Aurenia engagement record, 60-day window

Hours a week preparing retention campaigns

9 hours back
  • Before11 hours
  • After2 hours

Aurenia engagement record

Priority-item stockouts, indexed

34% fewer
  • Before100
  • After66

Aurenia engagement record, first quarter

The challenge

The customer, order and inventory data were all in the commerce platform already. The team was too small to act on them every week. Win-back campaigns went out now and then, low-stock checks were done by hand, and a supplier usually heard from them only after a problem was visible on the shelf.

What we built

We used the platform's API (the connection it offers other software) to add a retention and restocking layer on top. It picked out groups of lapsed customers, drafted an offer for each group for the team to approve, and flagged the items that needed a word with the supplier.

Where a person stayed in charge

  • Marketing approved every segment and every offer before anything was sent.
  • Recent buyers and sensitive cases were left out by rule.
  • The store team set the low-stock thresholds.
  • Supplier emails could be read and edited before they went.

How it ran

  1. 1

    Connect

    Read approved store and inventory data.

  2. 2

    Detect

    Spot lapsed customers and low stock.

  3. 3

    Prepare

    Draft offers and restocking actions.

  4. 4

    Approve

    The team signs off on anything that leaves the building.

    A person signs off here

The result

The retailer used data it already owned to bring customers back and catch restocking problems earlier. Staff stayed in the systems they knew. The automation did the watching and the preparation.

22%

Of the lapsed customers contacted came back within 60 days

API integrationCustomer segmentationInventory monitoringHuman approval

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