Re‑activate post‑festival shoppers with Ferbz’s AI‑driven win‑back automation

Below is a step‑by‑step walkthrough of setting up a Ganesh Chaturthi win‑back automation for retail shops. The example follows a fictional corner store, Bramley’s Grocery, located in Leeds, that sells groceries, household staples and stationery.

1. Prepare your Customer data

1. From the Dashboard, click Customers.
2. Use the Import CSV button to upload the latest point‑of‑sale export (e.g., bramleys_customers_2024_09.csv). The file contains columns for Name, Phone, Email, Last Order Date, Total Spend.
3. Ferbz matches each row to an existing profile or creates a new one. After import, you can view any Customer’s full history – every Order, receipt link and past reminders – on their profile page.

2. Create the win‑back goal

1. Navigate to the Automation tab on the left‑hand menu.

2. Click Create New Automation.

3. In the Goal field, type:
   win back anyone who hasn't ordered in 30 days after Ganesh Chaturthi

4. Ferbz’s AI instantly proposes a flow:

   Trigger → Wait 30 days → Message 1 → Branch (Clicked link? Yes/No) → Message 2 (if No)

5. Review the draft on the visual canvas. The AI has already selected your “Festival Re‑order” template for Message 1, which reads:

   “Hi {{first_name}}, we hope you enjoyed Ganesh Chaturthi! It’s been a month since your last visit. Stock up on fresh staples – click here for a 10 % discount on your next order.”

6. Edit the placeholder {{first_name}} if you prefer a different tag, or replace the discount text with a custom offer.

3. Define the trigger precisely

1. Click the Trigger node.
2. Choose Days since last Order from the dropdown.
3. Set the value to 30 and add a secondary filter: Order date between 01‑Oct‑2024 and 10‑Oct‑2024 (the period immediately after Ganesh Chaturthi in 2024). This ensures only customers who bought during the festival window are considered.

4. Configure waiting periods and branches

1. After the trigger, the canvas shows a Wait block. Keep the default 30 days – this is the “win‑back window”.

2. Drag a Message block after the wait. Select the edited “Festival Re‑order” template.

3. Add a Branch block underneath. Set the condition to Message Clicked (the link in the WhatsApp message).

   • Yes branch – drag a Message block that says:

     “Thanks for coming back, {{first_name}}! Your 10 % discount is applied automatically at checkout.”

   • No branch – drag a Message block that says:

     “We miss you, {{first_name}}. Here’s an extra 5 % off if you shop within the next 7 days – use code WINBACK5.”

4. For the “No” branch, add another Wait of 7 days followed by the final message.

5. Activate the flow

1. Click Save Draft, then Activate.
2. Ferbz instantly enrols every Customer who meets the trigger criteria (i.e., placed an Order during the Ganesh Chaturthi period and has not ordered for 30 days).

6. Monitor progress on the Reminders board

1. Go to Reminders from the main menu.
2. You will see three columns: Scheduled, Sent, Failed.
3. Each row shows the Customer name, the message stage, and live status icons (sent, delivered, read).
4. If a reminder fails (e.g., invalid phone number), click the row to open the Customer profile, correct the contact, and re‑trigger the journey manually via the Enroll button.

7. Review performance in Reports

1. Open Reports → Messaging Effectiveness.

2. Filter by Automation Name = Ganesh Chaturthi Win‑Back and by Date Range (e.g., 01‑Nov‑2024 to 30‑Nov‑2024).

3. The report shows:

   • Total messages sent: 342
   • Delivery rate: 96.2 %
   • Read rate: 78.5 %
   • Conversions (customers who placed a new Order after the flow): 27

4. Export the CSV for accounting or to compare against the same period last year.

Worked example – Bramley’s Grocery

• Customer: Aisha Khan, phone +44 7712 345 678, last Order on 05‑Oct‑2024 (₹‑style but UK).
• Trigger: 30 days after 05‑Oct‑2024 → 04‑Nov‑2024.
• Message 1 (04‑Nov‑2024): “Hi Aisha, we hope you enjoyed Ganesh Chaturthi! It’s been a month since your last visit. Stock up on fresh staples – click here for a 10 % discount on your next order.” – delivered at 09:12 GMT, read at 09:15 GMT.
• Aisha clicks the link → Branch “Yes”.
• Message 2 (09:16 GMT): “Thanks for coming back, Aisha! Your 10 % discount is applied automatically at checkout.” – delivered, read.
• Aisha places an Order on 06‑Nov‑2024 for £45.20, receipt PDF generated, and the win‑back journey ends for her.

All of the above steps are performed within Ferbz’s web interface; no external tools or spreadsheets are required.

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Time saved – Before Ferbz, Bramley’s staff spent an average of 2 hours each week compiling a list of post‑festival customers, drafting WhatsApp messages in a personal chat, and manually tracking replies. After automating the win‑back flow, the same task is completed in under 10 minutes: import the CSV once, activate the automation, and let Ferbz handle enrolment and messaging.

Revenue recovered – In the month following Ganesh Chaturthi, Bramley’s recorded 27 repeat purchases directly attributable to the win‑back flow, totalling £1,214.70 in additional sales. Without automation, the shop typically saw a 12 % dip in repeat spend after a festival, equating to roughly £1,000 lost per month.

Fewer manual errors – Manual phone‑number entry caused a 4 % bounce‑rate in previous campaigns. Ferbz’s Reminders board flags any failed sends instantly, allowing the owner to correct the contact and re‑enrol the Customer without re‑creating the whole list.

Consistent brand voice – All messages come from the verified WhatsApp Business API number, ensuring customers see a professional business name rather than a personal contact. This maintains trust and complies with UK data‑communication standards.

Cost‑controlled – Each reminder, broadcast or confirmation deducts a known amount of credits from the prepaid wallet. Bramley’s can monitor credit consumption in real time and top up only when needed, avoiding unexpected monthly fees.

Overall, the win‑back automation directly addresses the two biggest pain points for UK retail shops: customers slipping away after a festive spike and the lack of an efficient, paper‑free way to remind them when it’s time to reorder.

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Re‑activate customers who have drifted after Ganesh Chaturthi, Diwali or any other busy period in just a few clicks. Sign up for a free trial, load your first credit pack and build a win‑back automation that runs automatically from your dashboard.

Start now at https://dashboard.ferbz.com/ or drop us a line at support@ferbz.com for a personalised walkthrough. Your repeat‑customer pipeline is waiting – let Ferbz handle the reminders so you can focus on the shop floor.