Home Portfolio Order Follow-Up Automation

Automated Order Follow-Up & Re-Engagement

A printer toner and ink retailer of 18 years runs two brands and several hundred orders a month through Xero, with tracking numbers typed into a master Google Sheet and repeat-purchase reminders written by hand on Monday mornings. We are building an automated order confirmation, tracking and re-engagement system that runs from the moment an order is fulfilled, without changing how the team works. Currently in build.

This build is part of our AI workflow automation services for NZ businesses.

Shipped order flowing into a timed sequence of follow-up emails that brings the customer back

Project Information

Category :

Order & Email Automation
Client :

NZ Printer Supplies Retailer
Service :

Workflow Automation (Xero)
Status :

Upcoming
Location :

New Zealand

Project Challenges

Two decades of personal service built the business, but the system caps growth at whatever the owner can hold in his head. Hours a day go into retyping order data, nothing follows up a shipped order unless the owner personally emails, and almost twenty years of customer history sits idle in Xero while competitors chase the same buyers.

Manual Entry on Every Order – order data and tracking numbers retyped into a master sheet, hours a day across two businesses.
No Follow-Up After Shipping – customers hear nothing unless the owner personally emails, leaving natural repeat business on the table.
16,000 Dormant Contacts – two decades of customer history untouched and quietly aging out of active status.
A Sister Brand With No Marketing – 1,700 opted-in customers and tens of thousands a month in revenue, zero outbound.
No New Systems – Xero stays the source of truth and the team’s daily workflow stays exactly as it is.

Project Results

Once live, every fulfilled order will generate a confirmation, a tracking notification and a timed sequence of follow-ups automatically. The dormant customer base will be reactivated in a compliant, staged way, the sister brand will run a full order-to-follow-up flow in parallel, and none of it will change what the team does each day.

Sheet-Triggered Branded Tracking Emails
Timed Follow-Ups at 2 Weeks, 6 Weeks & 6 Months
Staged 16,000-Contact Win-Back
Parallel Build for the Sister Brand
Deliverability, Consent & Failure Safeguards

Printer toner shelf with a laptop showing an automated email dashboard

Project Summary

When a team member adds the tracking number to the master Google Sheet, the automation reads the row, matches the customer against Xero for name and last product, and fires a branded order-on-the-way email with the tracking link.

Two weeks after shipping, a personalised reminder offers the natural next purchase, with lighter nudges at six weeks and six months to catch the real re-order window. The 16,000 dormant contacts are cleaned, segmented and re-approached in stages to protect sender reputation, and the sister brand runs the same system in parallel with its own sender domain, templates and list, so an opt-out from one brand is never contacted by the other. Same-company orders arriving under different email addresses are tied back to a single account. Both domains are authenticated and warmed, workflows retry before failing and alert on real failures with the order ID, bounces are removed automatically, and sending is consent-only under the Unsolicited Electronic Messages Act 2007. Every account is set up in the client’s name: they own the data, workflows, templates and lists outright, with a documented handover pack at go-live.

Sitting on years of customer history with no time to follow any of it up?