Home Portfolio Order Follow-Up Automation

Order Email Automation & Customer Win-Back

This printer toner and ink retailer has traded for 18 years and now runs two brands through Xero, shipping several hundred orders a month. Tracking numbers get typed into a master Google Sheet, and Monday mornings go on writing repeat-purchase reminders by hand. I am building the system that takes over from the moment an order is fulfilled: confirmation, tracking and re-engagement emails, with no change to how the team works day to day. It is currently in build.

This build is part of my AI workflow automation services for NZ businesses.

Shipped order flowing into a timed sequence of follow-up emails that brings the customer back

Project Information

Category :

Order & Email Automation
Client :

NZ Printer Supplies Retailer
Service :

Workflow Automation (Xero)
Status :

Upcoming
Location :

New Zealand

Project Challenges

Personal service over two decades built this business, but it also means growth stops at whatever the owner can keep track of himself. Retyping order data eats hours every day, a shipped order gets no follow-up unless he writes the email personally, and almost twenty years of customer history in Xero sits untouched while competitors go after the same buyers.

Manual Entry on Every Order – every order and tracking number is retyped into a master sheet, costing hours each day across both businesses.
No Follow-Up After Shipping – once a parcel ships the customer hears nothing unless the owner writes personally, so easy repeat sales go unclaimed.
16,000 Dormant Contacts – twenty years of customer history left alone, slowly going cold.
A Sister Brand With No Marketing – 1,700 opted-in customers and tens of thousands a month in revenue, yet no outbound contact at all.
No New Systems – Xero remains the source of truth, and the team keeps working the way they do today.

Project Results

When it goes live, each fulfilled order will trigger a confirmation, a tracking notice and a timed run of follow-up emails with no one lifting a finger. The dormant customer base gets brought back in staged, compliant batches, the sister brand gets the same order-to-follow-up flow alongside it, and the team's daily routine stays as it is.

Sheet-Triggered Branded Tracking Emails
Timed Follow-Ups at 2 Weeks, 6 Weeks & 6 Months
Staged 16,000-Contact Win-Back
Parallel Build for the Sister Brand
Deliverability, Consent & Failure Safeguards

Printer toner shelf with a laptop showing an automated email dashboard

Project Summary

A team member enters the tracking number in the master Google Sheet. The automation picks up that row, looks the customer up in Xero for their name and last product, and sends a branded order-on-the-way email containing the tracking link.

Two weeks after shipping, a personalised reminder suggests the likely next purchase, and gentler nudges at six weeks and six months cover the real re-order window. The 16,000 dormant contacts are cleaned, segmented and approached in stages so sender reputation is protected. The sister brand runs the same system in parallel with its own sender domain, templates and list, so someone who opts out of one brand is never contacted by the other. Same-company orders that arrive under different email addresses are linked to one account. I authenticate and warm both domains, workflows retry before they fail and alert me on genuine failures with the order ID, bounces are removed automatically, and every send is consent-only under the Unsolicited Electronic Messages Act 2007. All accounts are created in the client’s name, so they own the data, workflows, templates and lists outright, and I hand over a documented pack at go-live.

Years of customer history, and no spare hours to follow up on it?