Case study · Lifecycle & CRM
A CRM automation system that lifted repeat bookings by 25% across 6 branches
Full lifecycle growth ownership across 6 branches, with cohort-based performance management.
Repeat bookings+25%
Churn−12%
Figures as reported for this engagement.
- Repeat bookings
- +25%
- Churn
- −12%
- New customers from referral
- 15%
- Branches
- 6
01
Business type
Multi-branch service business
02
Solution
- Event mapping and tracking implementation across the funnel, so every result above is measured on reliable data.
- Built a CRM automation system across SMS, email and WhatsApp.
- Ran cohort optimization cycles to reduce churn.
- Designed segmentation and lifecycle journeys to improve engagement on every channel.
- Launched a referral program.
03
Growth lever
Lifecycle CRM automation and a referral program
04
Result
Repeat bookings up 25%, churn down 12%, and the referral program contributing 15% of all new customer acquisition.
05
Stack
HubSpot · SMS · Email · WhatsApp