Lifecycle·Consumer / DTC·8 weeks

Automated 80% of customer follow-up

Lifecycle automations across email, SMS, and in-app.

−80%

Manual follow-up

+11 pts

90-day retention

+27%

Reactivation revenue

Lifecycle journeys

The challenge

Lifecycle communication was ad-hoc. CSMs were manually nudging customers about renewals, payment failures, and onboarding milestones, and churn was creeping up because messages were inconsistent.

The approach

1Mapped 22 lifecycle moments across activation, growth, retention and reactivation.
2Centralized event tracking with Segment to drive every channel from one schema.
3Built tiered Klaviyo + Postscript flows with personalized branching.
4Replaced manual CSM nudges with measurable automated journeys.

The outcome

80% of routine customer follow-up is now automated. CSMs reclaimed time for strategic accounts and 90-day retention improved by 11 points.

Other engagements

Operations

Reduced manual admin by 70%

Replaced 12 spreadsheets with a unified ops layer for a 60-person services company.

Sales

Increased lead response speed by 4×

Routing, enrichment, and AI triage cut SLA from 38m → 9m.

Systems

Centralized 8 disconnected tools

Single source of truth across CRM, support, billing, and analytics.