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← All case files · Case file 006 · Re-activation campaign · Representative engagement
Saguaro Plumbing Co. Phoenix, AZ

Saguaro Plumbing Co.
wakes up 1,800 dormant customers.

Phoenix plumbing shop sitting on 1,800+ past customers in their CRM and never marketing back to them. We ran a single re-activation campaign before monsoon season — "summer plumbing tune-up, $89" — and booked 87 jobs in two weeks.

Section A · Intake
Trade
Plumbing · residential
Service area
Phoenix + Scottsdale + Tempe
Engagement
Bundle + Reputation desk
Length
3 months
Section B · Metrics
1,800
Past customers reached
87
Jobs booked in 14 days
$71k
Revenue from the campaign
$3.40
Cost per booked job
23%
SMS reply rate
5%
Click → booked-job rate
Section C · Engagement timeline
  1. T/01
    Week 0
    CRM cleanup

    Imported 1,800 customer records. Deduped, validated phones, removed opt-outs. Clean list of 1,612 reachable.

  2. T/02
    Week 1
    Campaign drafted

    Two-touch SMS: offer text + reminder 4 days later if no reply. Tested copy on 50 records first.

  3. T/03
    Week 2
    Send

    Sent on a Tuesday morning. 23% replied within 24 hours. Booked 51 jobs by Friday.

  4. T/04
    Week 3
    Follow-up wave

    Reminder text to non-responders. Booked another 36 jobs. Cut off at 87 to keep crew capacity sane.

  5. T/05
    Month 3
    Ongoing cadence

    Set the system to fire seasonal campaigns every 90 days automatically. Owner stopped touching it.

Section D · In their words
"I'd been sitting on those 1,800 customers for years. Felt rude to text them. Turns out 87 of them were waiting for someone to remind them. Best $71k week we've ever had."
DL
Diego L.
Owner · Saguaro Plumbing Co. · Phoenix
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