Re-Engage Customers

Automates the identification of dormant customers and sends personalized re-engagement emails, followed by configurable sales rep follow-up notifications, improving customer retention and sales efficiency.

SKU :PDNSREC01
Last Update :June 2025
Published :26 Jun 2025
Support for :NetSuite
Implementation time :2 Business Days

Re-Engage Customers

Implementation time: 2 Business Days

Overview

Dormant Customer Re-engagement and Sales Follow-Up Automation

Re-engage inactive customers in NetSuite with an automated solution that identifies dormant accounts and sends personalized emails after certain period of inactivity. It schedules follow-up reminders for sales reps, excludes new customers, and uses smart tracking to avoid repeat outreach—enhancing retention and supporting sales initiatives.

Features

Automated Re-engagement of Dormant Customers with Personalized Outreach and Sales Rep Follow-Up

Automatically re-engage customers inactive for over a period with personalized emails and follow-up reminders for assigned sales reps. The feature excludes new customers, tracks email status to prevent duplicates, and ensures consistent, efficient outreach to boost customer retention.

Targeted Identification of Dormant Customers

Automatically identifies customers with no transactions or activities for a certain period, ensuring that only truly inactive accounts are targeted for re-engagement. This improves campaign precision and reduces unnecessary outreach.

Automated Re-engagement Email Delivery

Sends personalized re-engagement emails to dormant customers, highlighting new products, promotions, or offers. The messaging is designed to re-capture interest and encourage repeat business without manual effort.

Configurable Sales Rep Follow-Up Notification

Automatically notifies the assigned sales representative after a configurable number of days, prompting timely follow-up with the dormant customer. This ensures a human touch and increases the likelihood of reactivation.

Intelligent Exclusion and Email Tracking

Excludes newly created customers from email campaigns and prevents duplicate outreach and ensuring communication relevance.

Conditions Apply

Implementation Prerequisites and Usage Conditions

Assign customer and email campaign permissions to sales and marketing roles involved.
Customer records have valid email addresses and are marked as active.
Set up and configure the email template to be used for re-engagement messages

Benefits

Boosting Customer Retention through Intelligent Inactivity Detection and Targeted Email Campaigns

This automation enhances customer retention by proactively engaging inactive customers, reduces manual workload for sales teams, ensures timely follow-ups, and improves campaign effectiveness by targeting only relevant customers while avoiding redundant communication.

Improved Customer Retention

Re-engages inactive customers through automated emails
Promotes brand recall and encourages repeat purchases

Increased Sales Team Efficiency

Notifies sales reps automatically for follow-up
Allows teams to focus on high-potential accounts

Accurate and Targeted Outreach

Filters out new and recently active customers
Ensures only relevant contacts receive emails

Prevents Redundant Communication

Uses a tracking field to monitor sent emails
Prevents duplicate or excessive outreach

FAQ

Frequently Asked Questions

How does the system determine if a customer is dormant?

A customer is considered dormant if they have had no transactions within a certain period of time from the current date. The system also excludes customers who were created within this timeframe window.

Will the system send emails to newly created customers?

No, the system automatically excludes customers who were created within the certain period to avoid contacting new customers prematurely with re-engagement emails.

How does the system prevent sending duplicate emails to the same customer?

The system validates a field on the customer record to track whether a re-engagement email has already been sent. No additional emails are sent unless the customer becomes active again.

When and how are sales representatives notified to follow up?

Sales representatives are automatically notified via email a configurable number of days after the initial re-engagement email is sent to the customer. The notification includes customer details and a direct link to the customer record, prompting timely and personalized follow-up.

Can the follow-up delay for sales reps be customized?

Yes, the follow-up delay is fully configurable. Administrators can set the number of days after which the sales rep should be notified, allowing flexibility based on business preferences.