Introduction

In today’s world, where customers quickly switch between brands, retaining their attention and bringing back those who are “falling asleep” is crucial. Scuk has found a way to naturally and subtly reactivate customers by making changes to its network of pickup locations.

The automation solutions focused on two main scenarios:

  • opening a new branch near the customer,
  • closure of the existing branch.

Goal

The brand wanted to address:

  • Reactivation of customers, who haven't made a purchase in a while.
  • Keeping customers informed about changes to pickup locations,which also improves their convenience.

“We don't just want to announce changes. We want a change in the pickup location to be an incentive for customers to return.”

Solution

Automation No. 1 – A New Branch Closer to the Customer

  • Trigger:the customer hasn't made a purchase in a long time + a new branch has opened nearby.
  • Campaign Content:“It's closer now—stop by.”
  • Goal:to remind people of our existence and offer greater accessibility.

Automation No. 2 – Branch Closure + Alternative Options

  • Trigger:the customer made a purchase at a branch that is closing (it may still be open).
  • Campaign Content:“This branch is closing, but you can pick up your orders here and here.”
  • Goal:prevent customer churn.

Results and impact

  • Relevance:Customers receive content tailored to their specific situation—instead of generic newsletters, we focus on their specific needs.
  • Brand Experience:We're building a brand that puts customer comfort first.
  • Feedback:The support team received positive feedback (“It was great that you sent me that message”).
  • Maintaining a Relationship:Building customer loyalty and preventing customer churn, even without having to present hard ROI figures.

Summary and Benefits

  • Smart use of data on branch locations and customer history.
  • A natural way to remind people who have stopped shopping about the brand.
  • Automation saves time, but at the same time, it feels very human and relevant.

Conclusion

“Thanks to these automated processes, we're able to show our customers that we're listening to them, because we know where they shop and we know how to make things easier for them.”