Case Study
I built a portfolio automation system for an HVAC service business that reactivates dormant customers, sends structured email/SMS follow-up, tracks replies, updates the CRM pipeline, and routes interested contacts toward a service call.
System path
Dormant Customer
Reactivation Sent
Interested / Replied
Service Call Booked
No Response
Manual Follow-Up
Business problem
Many HVAC and aircon service businesses have old leads and past customers sitting inside their CRM with no structured follow-up. These contacts may need cleaning, repairs, maintenance, or installation quotes, but without automation, they are forgotten. The business loses repeat revenue opportunities because there is no consistent reactivation process, no clear tracking, and no reliable way to separate interested contacts from no-response contacts.
Project goal
The goal was to build a simple CRM automation system that reactivates dormant HVAC customers, sends follow-up messages, tracks replies, allows interested contacts to book a service call, updates the CRM pipeline, and flags no-response contacts for manual follow-up.
System I built
The build connects dormant customer tags, campaign follow-up, reply handling, booking status updates, and staff notifications so old contacts do not stay invisible inside the CRM.
Creates a clear path from dormant customer to reactivation sent, interested/replied, no response, or service call booked.
Segments old contacts and starts the campaign from a clear CRM trigger instead of manual list handling.
Sends structured email/SMS follow-up and waits before deciding whether a contact needs another touch or manual review.
Routes SMS and email replies into the interested stage so staff can respond while intent is visible.
Keeps tags and pipeline stages aligned when a customer books a service call.
Captures service details, urgency, address, and consent before the customer schedules.
Gives interested contacts a direct path from reactivation message to booked service call.
Alerts staff when a contact replies, books, or needs manual follow-up after no response.
Shows the campaign messages, pipeline movement, booking activity, and QA evidence inside sample contact records.
Pipeline
Dormant Customer
Reactivation Sent
No Response
Interested / Replied
Service Call Booked
Customer journey
A dormant customer enters the campaign when tagged in the CRM. The system creates a reactivation opportunity, sends follow-up, waits, checks for engagement, and routes the contact based on behavior. No-response contacts are flagged for manual review, interested contacts are moved to the reply stage, and booked contacts move to the service call booked stage.
Workflow breakdown
The workflows split the reactivation journey into campaign follow-up, reply handling, and booked-service-call status updates.
Trigger
Dormant customer tag added
Actions
Trigger
Customer replies by SMS or email
Actions
Trigger
Customer books a service call
Actions
Build proof
The screenshots show the workflow set, reactivation logic, booking path, pipeline outcomes, and sample contact QA evidence.
The workflow cards explain the system logic; the screenshots below provide build proof and QA evidence.
What this proves
The workflow list shows the three connected automations used for reactivation, reply handling, and booking status updates.
Why it matters
It confirms the build is not a single isolated workflow; the system has connected parts that can be tracked together.
What this proves
The campaign workflow handles dormant customer entry, initial follow-up, response checks, and no-response routing.
Why it matters
It shows the actual CRM branching, waits, tags, and notifications behind the plain-language workflow breakdown.
Read this set as implementation proof. The workflow breakdown above explains the logic in plain language.
Secondary proof
What this proves
These workflows keep CRM stages, tags, and staff notifications aligned when customers reply or book.
Why it matters
It shows the actual CRM branching, waits, tags, and notifications behind the plain-language workflow breakdown.
Read this set as implementation proof. The workflow breakdown above explains the logic in plain language.
Secondary proof
What this proves
Interested customers can move from reactivation response into a service call request and calendar booking.
Why it matters
It proves the customer-facing step connects back to CRM status instead of staying as a disconnected form or calendar.
What this proves
Sample pipeline and contact activity records show how test contacts moved through the reactivation outcomes.
Why it matters
It shows the sample record, activity trail, and pipeline movement used to QA the system without claiming live results.
QA testing summary
QA tested using sample contacts. Testing confirmed that dormant contacts entered the workflow, reactivation messages were sent, opportunities were created and updated, replies were routed to the interested stage, bookings moved contacts to the booked stage, and no-response contacts were flagged for manual follow-up.
Business impact
This system is designed to make dormant customer follow-up more consistent, improve visibility into reactivation outcomes, help staff respond faster to interested contacts, and reduce manual tracking. Since this is a portfolio build, I am not claiming live client revenue or conversion results.
Business value
These are intended operating improvements for a demo build, not live performance claims.
Next improvements
The core flow is intentionally simple. These additions would make the reactivation system stronger for a live HVAC account.
Build something similar
I can review your current follow-up process and identify where leads are slowing down, getting lost, or going untracked.