Driving 15% Revenue Growth by Activating Existing Customers with Delight
With more than 50 years in operation, Vegreville Plumbing & Heating Ltd has built a strong reputation across plumbing, HVAC, electrical, and security services. Operating with a lean team of approximately 15 employees, the business supports thousands of customers.
But when demand slowed, leadership saw an opportunity—not to find new customers, but to better engage the ones they already had.
“We knew we had a massive customer base,” said Randy Horon, Owner and General Manager. “The challenge was reaching them consistently without adding more work for an already busy team.”
The Challenge: A Large Customer Base, Limited Bandwidth
Before implementing Delight, Vegreville Plumbing & Heating relied primarily on inbound demand and manual outreach. Proactively contacting thousands of past customers—many of whom hadn’t needed service recently—was difficult to scale.
“We’re small, and we’re pretty maxed out day to day,” Horon said. “Calling or emailing customers manually just wasn’t realistic.”
Turning Customer Data into Demand
Vegreville Plumbing & Heating already had years of customer and service history in one system. By adding Delight, the team was able to activate that data through targeted, automated outreach.
Delight uses existing customer and job data to send relevant, timely communications—such as HVAC maintenance reminders or service follow-ups—based on each customer’s service history.
“The system already knows what work we’ve done for each customer,” Horon said. “So the messaging actually makes sense to the person receiving it.”
Measurable Revenue Impact in Six Months
Once outreach was properly set up and running, the impact was clear.
“Suddenly, we were almost too busy,” Horon said. “Customers we hadn’t heard from in a long time were calling us back.”
Over a six-month period, Delight-driven engagement contributed to:
- Approximately 15% increase in annual revenue
- 33.1× return on investment
- A significant gain on pre-Delight annual revenue
- Increased inbound service requests from existing customers
“The majority of responses were positive,” Horon said. “People appreciated the reminder—and they reached out when the timing was right.”
Intentional Use, Real Results
For Horon, the value came not from automation alone, but from taking ownership of the setup and execution.
“You do have to put the effort in,” he said. “Once you do, the results are obvious.”
By combining an operational system of record with Delight’s customer outreach capabilities, Vegreville Plumbing & Heating created a scalable way to drive demand—without increasing headcount or disrupting daily operations.
Looking Ahead
Horon believes tools like Delight work best for businesses that already have a clear operational vision.
“If you’re invested in your systems and willing to use the tools properly, this works,” he said. “It’s a smart way to grow without overloading your team.”
For Vegreville Plumbing & Heating Ltd, that approach has helped transform existing customer relationships into a reliable, high-return revenue stream.
