Follow-up that happens every time, automatically.
For businesses that win enquiries and customers, then lose them to slow replies and silence. We build lifecycle email and SMS flows from your CRM: fast enquiry responses, nurture, review requests, re-engagement and win-back. Consent, unsubscribes and deliverability are handled properly from the start.
Signs you need this
If two or more of these sound familiar, there's likely time and money to recover.
Enquiries wait hours for a reply
New leads arrive after hours or while staff are busy, and a competitor answers first. Every slow reply is ad spend paid twice.
Your list only gets newsletters
Everyone receives the same monthly email, whatever they bought or asked about. Engagement drops, unsubscribes climb and repeat business is left to chance.
Reviews arrive by accident
There's no routine request after each job or purchase, so reviews trickle in at random. Your profile looks quieter than your business really is.
Emails land in spam
Your sending domain isn't fully authenticated, so mailbox providers treat your marketing with suspicion. Gmail and Yahoo have both enforced authentication requirements since February 2024.
What changes for the business
Faster first response
Every new enquiry gets an immediate, specific reply and a booking link, and your team gets the follow-up task. Fewer leads go cold before a person calls.
Revenue from customers you already have
Post-purchase, replenishment, renewal and win-back flows bring people back without more ad spend. Each repeat sale costs you nothing in media.
More genuine reviews
A review request goes to every customer after a completed job or purchase, not just the ones you think are happy. Google's policies prohibit selectively soliciting positive reviews, and it says more reviews and positive ratings can help local ranking.
Messages people want to read
Segmenting by service, stage and behaviour means people get relevant emails rather than everything. Relevance keeps unsubscribe and spam-complaint rates down, which protects deliverability.
Lower legal and deliverability risk
Consent records, sender identification and working unsubscribes are built in, following ACMA's Spam Act guidance. SPF, DKIM and DMARC let mailbox providers verify your mail really comes from you.
Results you can see
Bookings, replies and revenue attributed to each flow are reported monthly. You can see which automations earn their keep and fix the ones that don't.
What we build
Lifecycle map
Every point where a customer should hear from you, from first enquiry to repeat purchase, with the trigger, message and owner for each.
Core flows
Enquiry response, lead nurture, booking reminders, post-job review requests, re-engagement and win-back, written in your voice and approved by you.
Segmentation and consent data
Lists and segments built from CRM fields, purchase history and engagement, with consent fields that record how and when each person opted in.
SMS where it helps
Short, timely texts for confirmations, reminders and urgent follow-up, with an opt-out in every marketing message. Since 1 July 2026, texts from unregistered sender IDs show as 'Unverified', so we check yours is on ACMA's register.
Deliverability setup
SPF, DKIM and DMARC on your sending domain, one-click unsubscribe headers, list hygiene and monitoring of spam-complaint rates.
Campaigns and reporting
Monthly campaigns from the Growth package up, plus a report on opens, clicks, replies, bookings and revenue by flow.
Technology we work with
- Klaviyo
- Mailchimp
- HighLevel
- Shopify
- GA4
- Looker Studio
- Google Postmaster Tools
- Cloudflare
How it runs
Timings are indicative and depend on your systems, data and approvals.
Audit
A review of your email and SMS platforms, list sources, consent records, domain authentication and any existing flows.
1 to 2 weeks (indicative)
Map and prioritise
The lifecycle map and a priority list, usually starting with enquiry response and review requests because they touch revenue fastest.
1 week (indicative)
Build and test
Flows written, designed and built in your platform, connected to the CRM, tested end to end and approved by you.
2 to 4 weeks (indicative)
Launch and monitor
Flows switched on in stages, with deliverability, complaints and unsubscribes watched closely in the first weeks.
1 to 2 weeks (indicative)
Optimise
Monthly tests of timing, subject lines and offers, and new flows added as priorities change.
Monthly, ongoing
Worked example
Trades and home services: quotes out faster, and followed up every time
An illustrative electrical, solar and HVAC business with 25 technicians takes enquiries through four channels, takes days to quote and re-keys every job into Xero. One intake, AI-drafted quotes approved by an estimator, automatic follow-up and a proper Xero connection release office time and stop paid-for quotes going cold.
- Phone, web form and email
- One enquiry record
- Site visit capture
- AI quote draft
- Estimator approval
- Follow-up and reminders
- Job management to Xero
- Reviews and dashboard
Guardrails, fit and measurement
Guardrails we apply
- Only people who have consented receive marketing, and consent is recorded with when and how it was given, because under the Spam Act it's up to the sender to prove it.
- Every marketing message identifies your business and carries a working unsubscribe, processed automatically and well inside the 5 working days allowed under ACMA's unsubscribe rules.
- No bought or scraped lists. ACMA's guidance is that you remain responsible for consent on any address you use, and harvested address lists are prohibited.
- Your email platform, lists and templates stay in your name, so you keep your subscribers and history if we part ways.
- We check against the rules, but we're marketers and technologists, not lawyers, and we'll recommend legal advice for unusual cases.
Not the right fit if
- You want to email a purchased list. You'd be responsible for proving consent for every address, it damages your sending reputation, and we won't do it.
- Your CRM data is unreliable and nobody will own fixing it. Automation sends the wrong message faster when the data is wrong, so the data comes first.
- You only need an occasional newsletter. A simple email tool and a template will do; automation pays off when enquiries and customers flow in every week.
What we measure
- Median time from enquiry to first response
- Enquiry-to-booking rate for leads in the nurture flow
- Bookings and revenue attributed to each flow
- Reviews received per completed job or order
- Spam-complaint rate, kept well below the 0.3% ceiling Gmail and Yahoo set
- Unsubscribe and bounce rates by segment
Pricing
Email campaigns are included from the Growth package at $3,999 a month + GST, automated flows from Department at $6,999 a month, and segmentation on Department+ from $9,999 a month.
Questions, answered.
Can we email everyone in our CRM?
Only people who have consented. Express consent, given through a form, a tick box or in person, is the safest basis. Inferred consent can apply where there's an ongoing relationship and the message relates to it, but ACMA notes it doesn't cover marketing to someone just because they bought something from you. We audit your list sources and consent records before the first send.
Do the Gmail and Yahoo sender rules affect us?
If you send marketing email, yes. Gmail requires all senders to authenticate with SPF or DKIM and keep spam rates below 0.3%, and anyone sending more than 5,000 messages a day to Gmail accounts must also use SPF, DKIM and DMARC and support one-click unsubscribe. Yahoo sets similar requirements for bulk senders, so we set up authentication properly whatever your volume.
Which email platform should we use?
It depends on what you sell and where your customer data lives. Klaviyo suits Shopify retailers, HighLevel suits service businesses that want CRM and messaging in one place, and Mailchimp suits simpler programs. Whichever you choose, the account stays in your name.
What does email and automation cost?
Email is included from the Growth package (1 campaign a month, $3,999 + GST). Department adds 2 campaigns and upkeep of up to 3 automated flows, and Department+ adds 4 campaigns, flows and segmentation. Larger automation builds that reach into operations are scoped individually.
Does AI write our emails?
AI drafts copy and suggests subject lines and variations from your brand knowledge base. A person edits every message and checks offers and claims, and you approve each flow before it goes live. Nothing sends to your customers without that sign-off.
Related services
- Business process automationAutomate intake, quoting, follow-up, onboarding and reporting across the systems you already use. Measured in hours released, with people on exceptions.
- Custom CRM developmentA CRM built around your pipeline, accounts, quoting and service history, with AI that drafts follow-ups and does the data entry. Owned by you, not rented.
- Content & creativeArticles, service pages, short video and ad creative drafted from your brand knowledge base, then edited and approved by people. Shoot days from $2,500.
- Reporting & dashboardsOne source of truth for finance, sales, marketing and operations: agreed definitions, automated data pipelines and AI commentary that explains the numbers.
Where this matters most
Stop losing enquiries to silence
Book a call and we'll map the follow-up your customers should be getting and what's missing today.
Sources
Third-party facts on this page, checked 14 October 2026.
- Avoid sending spam, Australian Communications and Media Authority. www.acma.gov.au/avoid-sending-spam
- Fact sheet: email and SMS unsubscribe rules, Australian Communications and Media Authority. acma.gov.au/sites/default/files/2024-05/Fact%20sheet%20-%20email%20and%20SMS%20unsubscribe%20rules.pdf
- About the SMS Sender ID Register, Australian Communications and Media Authority. www.acma.gov.au/about-register
- Email sender guidelines, Gmail Help. support.google.com/mail/answer/81126?hl=en
- Sender best practices, Yahoo Sender Hub. senders.yahooinc.com/best-practices
- Prohibited and restricted content (Maps user contributed content policy), Google. support.google.com/contributionpolicy/answer/7400114?hl=en
- How to improve your local ranking on Google, Google Business Profile Help. support.google.com/business/answer/7091?hl=en