Customer relations programmes
The calls nobody has time to make.
Support is what happens when a customer contacts you. Customer relations is what happens when you contact them first — the onboarding check, the renewal call, the win-back before they are gone for good.
Who it is for
Businesses with a retention problem they can see in the numbers but cannot staff for: subscriptions that lapse quietly, high-value customers who drift, or a post-purchase gap where nobody follows up.
What is included
- A contact cadence designed around your customer lifecycle, not a generic drip
- Onboarding and first-value check-ins in the weeks that decide whether someone stays
- Renewal and re-order outreach ahead of the date, not after it lapses
- Win-back campaigns to lapsed customers, with a reason to return that you approve
- VIP and key-account handling with a named agent the customer recognises
- At-risk flagging: what the customer said that suggests they are leaving
- Consent and do-not-contact handling built into every list we work
Channels covered
We cover what your customers already use. Anything not on this list, ask — if we cannot run it well we will say so.
- Outbound phone
- WhatsApp Business, on approved templates
- Email sequences from your domain
- SMS where consent allows
- In-app and account messaging
Example service levels
These are service targets, not historical performance. Targets are set for each engagement against channel, priority, coverage requirements and your own SLAs, then written into the contract.
| Measure | Standard cover | Extended cover |
|---|---|---|
| Onboarding check-in | Within 7 days of purchase | Within 48 hours |
| Renewal outreach | 14 days before renewal | 30 and 7 days before |
| Win-back first contact | Within 30 days of lapse | Within 7 days |
| At-risk flag to your team | Next working day | Within 4 hours |
| VIP enquiry response | Within 2 hours | Within 30 minutes |
What you provide
- Customer records with the consent status attached
- The offer or reason we can put in front of a lapsed customer
- Definitions that matter to you: what counts as VIP, at-risk, or lapsed
- CRM access so what we learn lands where your team will see it
- Sign-off on scripts before the first call goes out
What your reporting looks like
- Weekly: contacts attempted and reached, outcomes by campaign, at-risk accounts flagged
- Monthly: retention and reactivation rates against the baseline we measured at the start
- Quarterly: the reasons customers gave for leaving, and what would have kept them
A sample dashboard using demo data is available on request. It shows the layout and the measures, not any client's numbers.
Questions we get asked
Is this a telesales team?
How do you stay compliant with regional marketing rules?
Can you work our CRM?
What if the outreach annoys people?
Show us your churn and we will tell you where it starts.
Tell us your volumes, your channels and your worst month. You get a written proposal with scope, service levels and price inside two working days.
English and Spanish on every account
Extended 24/7 coverage available
Service targets written into the contract