Re-engaging Dormant Customers and Driving New Jobs with Delight
For service businesses, staying top-of-mind with customers often determines who gets the call when something breaks. But maintaining consistent communication with a growing customer base can be difficult without dedicated resources.
For UK-based residential maintenance company Hub Property Care, that challenge became clear as the business expanded. By introducing Delight, the company found a way to reconnect with dormant customers automatically and generate new work—without adding manual effort.
Turning Customer Data into Opportunity
Hub Property Care provides a wide range of residential maintenance services, including heating, plumbing, electrical work, carpentry, decorating, and appliance repairs. The company primarily serves property managers and real estate agencies managing rental portfolios, while also supporting private homeowners.
Over time, the business built a large database of customer relationships.
“We’ve built up years of customer data,” said Tony Harris of Hub Property Care. “Most of our customers are repeat customers, but if you’re not actively engaging them, those relationships can easily go quiet.”
Proactively reconnecting with past customers, however, required time the business didn’t have.
“We simply don’t have a team sitting there writing emails to hundreds of people.”
Automated Re-engagement with Delight
After discovering Delight, Hub Property Care recognized an opportunity to activate the customer data already in their system.
Delight analyses job history to identify dormant customers—then automatically sends personalized outreach designed to re-engage them.
“The clever part is how it uses the data we already have,” Harris said. “It understands what work we’ve done for each customer and creates messaging that’s relevant.”
The onboarding process was quick, and within weeks the system was automatically reaching out to past customers.
Strong Early Results
Delight now sends up to 35 emails per day to dormant customers. Despite the automated process, engagement has been strong:
- Open rates approaching 70%
- Click-through rates around 4%
- Hundreds of personalized emails sent automatically
“In the last month alone we’ve sent hundreds of emails,” Harris said. “Every single one is different, and we didn’t have to write them.”
Delight also tracks when customers who receive outreach go on to book new work, helping the team connect activity with real revenue.
“At the very least, we can see people who haven’t contacted us in months suddenly getting back in touch,” Harris said.
Unlocking More Value from Existing Customer Data
Looking ahead, Hub Property Care sees opportunities to expand the impact of automated outreach, including cross-selling additional services and sending seasonal reminders such as boiler servicing before winter.
“When you’ve got years of customer information sitting there, there’s huge potential,” Harris said. “Delight helps you tap into it without adding extra work for the team.”
