Kinetic.Intelligence
03 — Customer reactivation

You have hundreds of past customers who haven't heard from you in a year. Some of them need you right now.

We build and run outreach campaigns to your existing customer list, seasonal reminders, maintenance renewal sequences, and win-back messages and handle every reply automatically. The jobs are already there. We just find them.

Winning a new customer costs 5–7 times more than bringing back one you already have.

Calculate my missed revenue
Cost of acquisition5–7×More expensive to win a new customer than retain an existing one
Campaign output18–35Bookings per 200 past customers contacted, from customers who otherwise would not have called
Reply rate14–20%Typical response rate for personalised, relevant reactivation messages in service businesses
Time since last job12 monthsThe average gap between a past customer's last job and their next need. HVAC systems need annual tune-ups. Pest control needs quarterly treatment. Dental patients need 6-month check-ups. None of them remember to call.
The revenue that's already in your CRM

Three reasons past customers don't come back — and how we fix all three

The follow-up that never happened

Most service business owners intend to follow up with past customers before a peak season. It never happens because by the time peak season arrives, you're already at capacity dealing with inbound. We automate the outreach so it goes out at the right time, before you're too busy to think about it.

The customer who's already looking

A homeowner in Texas whose HVAC system is three years old is probably thinking about a tune-up this April. A dental patient who last visited 14 months ago is overdue for a clean. A cleaning client who moved house is looking for a new service. None of them are actively searching, they're waiting to be reminded. A personalised message from you, at the right moment, is all it takes. Our campaigns send that message to hundreds of past customers simultaneously.

The recurring revenue you're losing without noticing

Recurring contracts are the most profitable revenue in the service business. They're also the most vulnerable. When a contract lapses because nobody sent a renewal reminder 30 days before the expiry date, that customer is gone. The next contractor who calls gets the contract. We send renewal reminders automatically, before the lapse, every time.

What we build and run for you

Three campaign types: built for your business, run by us

Every campaign is built on your customer list, written in your brand voice, and managed monthly. Here's exactly what runs.

01

Seasonal outreach

Who it's for: HVAC, pest control, cleaning, dental.

How it works: 4–6 weeks before your peak season, we send a personalised SMS or email to every past customer in the relevant segment. The message references their last service, offers a seasonal check or service, and includes a booking link. The AI handles every reply and books the appointment.

Example (HVAC): “Hi [Name], it's been a while since we serviced your system at [address]. With summer approaching, it's worth getting a tune-up before the heat hits. We have availability in the next two weeks — want to book in?”

Typical result: 18–35 bookings per 200 contacts reached, from customers who otherwise would not have called.

02

Maintenance contract renewals

Who it's for: Pest control, HVAC maintenance agreements, dental recall, cleaning services and repeat schedules.

How it works: 30 days before a contract's expiry date, we send a renewal reminder. The customer confirms by SMS — the AI books the first service of the new contract directly into your calendar. No dispatcher involvement for the first two steps.

Example (pest control): “Hi [Name], your annual pest control contract with us is coming up for renewal on [date]. We'd love to continue keeping [address] protected — reply YES to renew or click here to choose a date for your first treatment.”

Why this matters: A pest control company with 100 annual contracts at $600 each has $60,000 in recurring revenue at risk every year. Losing 20% of those to lapse is $12,000 in avoidable revenue loss. Renewal automation recovers most of it.

03

Lapsed customer win-back

Who it's for: Any service business with customers who haven't booked in 6, 12, or 18+ months.

How it works: We segment your past customer list by recency. Customers who haven't booked in 6 months get a soft re-engagement. 12 months: a seasonal prompt or a “we haven't heard from you” message. 18+ months: a stronger win-back with an offer or a check-in.

Example (cleaning): “Hi [Name], it's been a while since we cleaned for you at [address]. We're running a spring booking now — if you'd like to get back on a regular schedule, reply here and we'll find a time that works.”

The AI handles all replies: customers who want to rebook get a booking link; customers who moved or found another service get removed from future campaigns; customers who don't reply enter a quiet follow-up sequence.

How it works

Your list, your voice, our system. Running in 5–7 days.

  1. Step 1Day 0

    We map your customer list

    • We need: your existing customer list from Jobber, ServiceTitan, Housecall Pro, or your CRM. If it's in a spreadsheet, that works too.
    • We segment: by service type, recency (6 months, 12 months, 18+ months), and contract status (active, lapsed, never renewed).
    • We configure: which campaign types apply to your business and when they should fire throughout the year.
  2. Step 2Days 1–3

    We build the campaigns

    • We write: personalised message templates for each campaign type in your brand voice.
    • We build: the automation that sends the right message to the right segment at the right time.
    • We set up: the reply handling flow — booking logic, objection responses, and opt-out compliance.
    • We test: sample campaigns across each segment before anything goes to real customers.
    • You approve: all message copy and see the first campaign before it sends.
  3. Step 3Ongoing

    Campaigns run. Replies handled. You take the jobs.

    • We run: 1–2 campaigns per month depending on seasonality. We manage the calendar.
    • We handle: all replies — the AI books appointments, answers questions, and escalates the unusual ones to you.
    • You receive: a monthly report showing contacts reached, replies received, appointments booked, and estimated revenue attributed.
What's included in the monthly retainer

Campaigns planned, written, and run — every month.

  • Campaign calendar management — we plan which segments to contact and when, based on your seasonality
  • Message copywriting for each campaign cycle — written in your voice, refreshed when needed
  • Reply handling oversight — we check the AI is booking correctly and handling objections well
  • Compliance list hygiene — opt-outs, bounces, and undeliverable numbers removed automatically
  • New customers added — completed jobs added to future campaign segments automatically
  • Monthly report: contacts reached / replied / booked / estimated revenue attributed
  • Campaign volume: covers up to 500 contacts per cycle
  • Larger lists supported: additional SMS volume billed at cost

What you never do: write the messages, manage the list, handle replies, or plan the campaign calendar.

Integrations

Works with the tools you already use

Field service software & CRM

Jobber · ServiceTitan · Housecall Pro · Workiz · Mindbody · Jane App · Dentrix · HubSpot

Customer list import

CSV upload also supported if you're not on a connected platform

SMS and email sending

Twilio, managed by us · email sent from your domain

Booking

Connects to your existing calendar or field service software for appointment creation

Pricing

One setup fee. One monthly retainer. Campaigns running every month.

Service 3 — Customer Reactivation
$1,500one-time setup

+ $297/mo (AI / tools / SMS billed at cost — no markup)

  • Setup covers: list import, segmentation, campaign build, compliance setup, reply handling flow, and first campaign execution
  • Monthly covers: campaign calendar management, message copy for each cycle, reply oversight, compliance hygiene, new customer list adds, and monthly performance report
  • Typical tool cost: $50–$150/month depending on list size and campaign frequency
  • Larger lists (500+ contacts): additional SMS volume billed at cost — estimated accurately on the call
  • Minimum 3 months. Cancel after that with 30 days notice.
  • US and Canada only.

Want reactivation as part of a full system? The Full Back Office bundle includes all three services — AI Inbox & Booking, Follow-up & Reviews, and Customer Reactivation: $3,600 setup (save $900) · $997/month.

See all bundles on the pricing page

See full pricing, all bundle options, and the tools cost explainer → Pricing page

Your past customers already know you. Reactivating them costs a fraction of acquiring new ones. At an average job value of $350 and a 14% reactivation rate from a list of 200 — that's $9,800 in revenue from a $297/month service.

What this looks like in practice

47 booked jobs in the first month. $14,200 in after-hours revenue.

Business: HVAC contractor · Austin, TX

Context: 3-truck operation with 200+ past customers, no systematic reactivation. Pre-summer campaign to customers not serviced in 12+ months.

47

Booked jobs from the reactivation campaign

$14,200

After-hours and tune-up revenue attributed to campaign

0

Missed emergency messages (AI Inbox & Booking running alongside)

11 days

Full system payback

“We were losing jobs every night after 4pm. Within two weeks of going live, we'd already made back more than the annual cost.”— Owner, residential HVAC contractor, Austin TX (name withheld on request)

Business name changed at client request. All figures verified from client reporting.

Revenue estimator

How much revenue is sitting in your past customer list?

Enter your numbers. The result is usually larger than people expect.

Your numbers

Enter your numbers. The result is usually larger than people expect.

How many past customers do you have? (rough estimate)
Potential revenue from one campaign

$9,800

in potential revenue from one campaign.

Based on a 14% reactivation rate — the documented average for service businesses using personalised outreach campaigns.

Get a personalised reactivation estimate for your business

Enter your email and we'll send your estimate with a breakdown of what a managed reactivation campaign looks like for your industry and list size.

No spam. One email with your personalised estimate.

FAQs

Common questions about customer reactivation

That's normal. We clean the list before any campaign runs — removing duplicates, formatting names and numbers, flagging missing data, and verifying opt-out status. We tell you what we found and what we can work with before anything sends.

Not if the message is personalised and relevant. “Hi [Name], it's been a while since we serviced your system at [address]” reads very differently from a bulk marketing email. Our reactivation messages reference the customer's last service and offer something timely — a seasonal tune-up, a renewal reminder, a check-in. Response rates for personalised, relevant reactivation messages typically run at 14–20% for service businesses.

They're immediately removed from all future campaigns and added to a permanent opt-out list. We manage SMS compliance fully — including maintaining opt-out records as required by TCPA regulations for US businesses.

The AI recognises negative sentiment and immediately routes the conversation to you with full context. We don't try to automate complaint resolution — that's a human conversation. The AI flags it and steps back.

Monthly report covers: contacts reached, message open and reply rates, appointments booked, estimated revenue attributed (based on average job value), and opt-out rate. After three months you'll have a clear picture of your list's health and your reactivation ROI.

47 booked jobs in the first month for a 3-truck HVAC operation in Austin, TX — from customers who already chose them once.

Ready to find out how much revenue is sitting in your past customer list?

Book a 15-minute call. We'll look at your business, estimate your list size and potential reactivation revenue, and tell you honestly which campaign types make sense for your industry.

Book a free 15-min call

US and Canada only · First campaign live in 5–7 days · Tool costs estimated before you commit.