Office supplies distributors often notice lost customers only when annual reports roll in. Purchase-gap detection spots drifting accounts, runs escalating win-back offers over email and WhatsApp and alerts reps on high-value names, and about 18% of lapsed accounts typically reorder.
Typical results
₪380K
Revenue recovered in six months
1 day
To spot a drifting account
100%
High-value lapses flagged to reps
Figures reflect typical results for this kind of automation.
The challenge
With 2,000 active accounts ordering on their own rhythms, nobody could tell a slow month from a defection. Customers quietly switched suppliers and the gap surfaced months later, when win-back was nearly hopeless. Reps focused on new business, lapsed accounts got no outreach at all, and an estimated fifth of yearly revenue was silently at risk.
Before and after
Lapsed accounts reordering
4.5×Days to spot a lapsed account
−99%Monthly win-back revenue
7.9×The automation
We built gap detection that learns each account's ordering rhythm from invoice history — a customer who buys monthly gets flagged after five quiet weeks, a quarterly buyer after four months. Flagged accounts enter tiered win-back tracks: a friendly check-in first, then escalating offers over email and WhatsApp. High-value accounts skip the automated queue and ping their rep with order history and a suggested offer. Any reorder resets the clock automatically.
How it works
- 01
Learn the rhythm
The system learns each account's ordering cadence from invoice history.
- 02
Spot the gap
A missed cycle flags the account as drifting within a day — not months later.
- 03
Tiered outreach
A friendly check-in first, then escalating offers over email and WhatsApp.
- 04
Rep alert
High-value accounts skip the queue and ping their rep with history and a suggested offer.
- 05
Reorder resets
Any new order resets the clock; continued silence escalates the offer.
Starts from
- Order history
- Purchase-gap timers
Delivers
- Escalating email offers
- WhatsApp offers
- Rep alerts on key accounts
The impact
Over a typical six months, about 18% of lapsed accounts place a new order, which for a distributor of this size can mean roughly ₪380K in revenue that had been written off. Drifting accounts are spotted within a day of missing their cycle instead of months later, and reps intervene on every high-value lapse.
Questions about this automation
How does the system know an account has gone quiet?
It reads each account's invoice history and learns its normal ordering rhythm. A monthly buyer is flagged after about five quiet weeks, and a quarterly buyer after about four months. The check runs every day, so a drifting account is spotted soon after it misses its usual cycle.
What do the win-back messages look like?
The first touch is a friendly check-in with no discount. If the account stays quiet, later messages carry escalating offers over email and WhatsApp, following steps and amounts the business approves in advance. Any new order stops the sequence and resets the account's clock automatically.
Do high-value accounts get automated offers too?
No. Accounts above a set value skip the automated track, and their rep gets an alert with the order history and a suggested offer, so the conversation stays personal. This is a multi-step build that keeps state per account, usually rolled out in stages, starting with gap detection.