Skip to main content

Automatic Email Campaign

Business Need​

Proactively engage customers showing signs of reduced platform usage or other risk indicators through personalized, automated email campaigns that drive re-engagement while maintaining a human touch in follow-up conversations.

Solution Overview​

This solution leverages AI Workflows with CRM and email integration to deliver intelligent customer outreach:

Step 1: Customer Data Integration

  • Data Sources: Customer usage data accessed via API with customer's CRM system.
  • Outlook Integration: Email sending and receiving through Outlook connector
  • Monitoring Frequency: Workflow runs daily to identify engagement opportunities

Step 2: Trigger Identification

The AI Workflow queries the CRM system to identify actionable triggers:

  • Usage Decline: Customers with 40%+ reduction in platform activity over 30 days
  • Feature Abandonment: Users who started but didn't complete key workflows
  • License Underutilization: Accounts using <30% of purchased capacity
  • Renewal Risk: Accounts with contracts expiring in 60-90 days showing decreased usage
💡Pro Tip

Configure multiple workflow branches for different trigger types. A usage decline email should have a different tone and call-to-action than a feature abandonment message. This personalization increases response rates.

Step 3: Personalized Message Generation

For each identified customer, the workflow:

  • Retrieves customer context (industry, use case, account history, previous interactions)
  • Generates personalized email content addressing specific usage patterns
  • Includes relevant resources, success stories, or feature highlights
  • Adds appropriate call-to-action (schedule call, access training, contact support)

Step 4: Automated Sending & Intelligent Response Handling

  • Emails are sent automatically through Outlook connector
  • Workflow monitors for customer replies
  • When customers respond with questions, AI Workflow accesses their CRM data and usage metrics
  • Generates contextual, data-informed responses automatically
  • Escalates to human team members for complex requests or high-priority accounts

How It's Used in Practice​

This solution operates as a fully autonomous customer engagement system:

Daily Automation Cycle:

  • Workflow executes every morning
  • Analyzes customer accounts
  • Identifies customers meeting trigger criteria
  • Sends personalized emails within 1 hour
  • Monitors for responses throughout the day

Response Handling:

  • Simple questions (feature how-to, account access) answered automatically within 15 minutes
  • Complex inquiries (pricing changes, technical issues) flagged for human review
  • All responses include relevant account data and usage insights
  • Customer success team receives daily summary of automated interactions

✨Key Outcomes

Key achievements:

📧 8,500+ personalized emails sent automatically​

Proactive outreach without requiring customer success team bandwidth

📈 30% email open rate​

20% higher than generic batch campaigns

🤖 Responses handled automatically​

AI Workflow answers customer questions using their actual usage data

📉 Reduce churn​

Early intervention shows that we can prevents customer disengagement

Additional Information​