Work we have delivered

The client had a single automated confirmation email and no further contact until the next purchase. We built a five-part welcome sequence spread across 12 days, introducing the brand story, best-selling ranges, delivery policy and a first-order incentive placed in the final message rather than the first.

The sequence was set up inside their existing platform with no new software required, and the client's own team now edits copy for seasonal updates.

Checkout abandonment was tracked and three follow-up emails were configured: a simple reminder at one hour, a message showing the items again at 24 hours, and a final note at three days addressing common questions around sizing and returns.

No previous automation existed for this brand, so the setup also included basic event tracking through their store platform.

The previous newsletter was a plain block of text sent irregularly. The rebuild introduced a fixed monthly structure with three sections: upcoming deadlines, a short explainer article, and firm updates, each clearly separated with headings and spacing.

A sending schedule was also agreed so the newsletter now goes out on the same day each month.

Subscribers inactive for more than 90 days received a four-part sequence built around product education and a reminder of why they signed up, rather than leading with a discount. The final email in the series did include a modest one-off offer for those who had not responded.

Contacts who did not engage after all four messages were moved to a lower-frequency list rather than removed outright.

A single list of around 9,000 contacts was split into segments based on past purchases and stated skin type preferences collected at sign-up. Campaigns were then tailored so that customers only received offers relevant to products they had shown interest in.

The client's team was given a short reference sheet explaining how new subscribers get sorted into each segment automatically.

A six-email sequence was staged over two weeks ahead of a new product line launch. Existing customers received early access messaging while the general list received a standard countdown, with separate templates built for each audience.

Send times were spaced to avoid overlap with the client's existing promotional calendar.

Booking confirmations previously carried only a reference number and date. The redesigned template adds venue address, arrival guidance and a direct support contact, all within the same automated message so customers do not need to search for details elsewhere.

Reminder emails at 48 hours and 2 hours before each booking were added using the same layout.

Messages from this software company were increasingly landing in spam folders. The audit reviewed domain authentication records, sending volume patterns and list hygiene, identifying an outdated authentication record and a portion of the list that had not engaged in over a year.

Records were corrected and the inactive segment was moved to a separate, lower-frequency sending flow.