Build a repeat service campaign from completed jobs

The customer paid for a service last year. You want to remind them before another year passes. The job platform knows what was completed, the CRM knows who manages the account, and the office may already be arranging the next visit.

The campaign needs all three pieces of context. Sending to last year's customer export ignores what happened since the list was created.

Agree on the audience before automating it

In this example, the business chooses an annual reminder for one recurring service category. The interval is its campaign policy, not a recommendation that every service needs annual work.

An account becomes a candidate when a qualifying completed job reaches the reminder window. The campaign checks the relevant location, current channel eligibility, and whether another person already owns an active conversation.

• Cedar Properties. History: Qualifying service last year; no new booking or recent conversation. Campaign decision: Eligible for the reminder
• Mill House. History: Same service history; next visit already booked. Campaign decision: Exclude from this campaign
• North Court. History: Due for the service; manager discussed a quote this week. Campaign decision: Route to the assigned salesperson
• Oak Lane. History: Due for the service; unresolved complaint. Campaign decision: Hold for service review

The location matters. A customer with several properties might have booked one and still need a discussion about another. Keep the campaign tied to the property and service it concerns.

Use the history to make the message useful

For Cedar Properties, the message could say:

Hi Morgan, we completed the exterior cleaning at your Cedar Street property last fall. Would you like us to check availability for another visit this season?

That message requires a verified service, location, and date. If the integration cannot establish them, use a simpler message or send the account for review. Incorrect specificity is worse than a plain reminder.

The same customer may have an unrelated open quote. The workflow needs the service category and location to decide whether that quote should block this reminder. A blanket rule that excludes every account with any quote can suppress legitimate follow-up.

Check again before sending

Prepare the audience, then recheck booking status, qualifying contact, complaint holds, and channel eligibility when the message is released. Record the information and rule version used for that decision.

A late critical feed should hold the affected messages. Staff can then inspect the source or wait for recovery. The refresh timing article explains where scheduled updates can miss a booking.

After a reply, create or update the assigned task in the designated system. A salesperson marking the conversation complete should affect the next audience run, so the customer does not receive another message for the same purpose.

Measure the full service outcome

Report candidate accounts, exclusions by reason, messages sent, replies, bookings, and completed jobs. Use distinct customers and locations consistently so several messages do not look like several new customers.

For a planned comparison, divide eligible accounts into outreach and holdout groups under the same assignment rules. Compare booking and completed-service rates over the agreed period. The result is more informative than comparing this month's bookings with last month's without accounting for seasonality.

The integration has done its job when staff can explain why an account was contacted, see what happened next, and use that outcome in the following campaign.