Client Recall

We have built a scalable mechanism to revive the relationship with inactive and historic customers of the company.

Client Situation
‍Challenge

The organization had a large database of historic customers who had made purchases in the past, but with whom recent contacts were no longer active. Although these customers represented a pool of potential value, there was no structured process to reactivate them or propose new offers. The main difficulties concerned:

· The absence of insight on which customers to contact and with what priorities.

· The lack of time and resources to manage personalized contacts on a large scale.

· The need to take advantage of direct and familiar channels (such as WhatsApp or email) to increase the effectiveness of communication.

The goal was to build a scalable mechanism to revive the relationship with inactive customers, offering targeted offers based on their previous purchases, in an automatic but personalized way.

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Our Approach

A path has been defined that combines data analysis and conversational AI to automate and make the reactivation of dormant customers effective.

The architecture has been designed to be adaptable, multi-channel and easily extendable to other communication cycles (e.g. renewals, upsells, post-sales surveys).

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Technological implementation

The project was divided into the following phases:

· Analysis of the purchase history to identify relevant segments, past buying behaviors, recurrences, and clusters of related products.

· Definition of personalized contact strategies, with messages adapted to different customer profiles.

· Integrating a virtual assistant based on advanced language models (LLM), capable of managing fluid conversations via e-mail or WhatsApp.

· Automation of communication flows, with targeted sending of personalized messages, management of responses, collection of purchase intentions, and forwarding to an operator only in complex or strategic cases.

· Centralized conversation monitoring, to have full visibility on interactions and evaluate the effectiveness of campaigns.

The project demonstrated how artificial intelligence can be a concrete lever to enhance relationships with existing customers, relaunch engagement and support the sales force with intelligent, scalable and plug-and-play tools.

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Significant results of the project

Thanks to this structured and integrated approach, the organization has achieved tangible benefits both in operational and strategic terms:

Increased reactivation rate

Thanks to the personalization of messages and direct contact on familiar channels.

Reduction of the operational burden on the sales team

With the autonomous management of conversations by the AI Assistant.

Recovery of lost sales

Thanks to the enhancement of existing data assets.

Greater timeliness and effectiveness

With immediate response times and continuity in interactions.

Useful insights into behaviors and preferences

Obtained by analyzing the conversations managed by the AI agent.

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We offer personalized on-site support to help companies manage and coordinate their projects directly at their offices. This includes assistance with planning, monitoring activities, managing resources, and resolving any operational issues.

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Our project management consultancy includes the analysis of customer needs, the definition of project plans, the management of deadlines and budgets, and support in coordinating activities to ensure the success of the project.

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No, even SMEs can adopt AI solutions. Today, with the right tools and adequate support, it is possible to obtain concrete results even with low investments. All you need to do is start with the correct path.

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