Blackhawk Gazebo: Reactivating customers daily with Attio and Claude

Blackhawk Gazebo has been keeping New Zealand events covered since 2007. From their Auckland base they supply pop-up gazebos, marquees, inflatables and custom-printed shelter to businesses, schools, sports clubs and event organisers nationwide, and most of that revenue comes from customers who order again and again.

The challenge

The business ran on systems that each did one job. OMINS processed orders, Quotient handled quotes, Gmail held the conversations and Mailchimp sent the campaigns. None of them talked to each other, and none of them could answer the questions that matter most in a repeat-order business: what is this customer worth, what do they usually buy, and have they gone quiet?

OMINS could take an order, but it could not show the value of a customer over time. Working out who had stopped ordering meant digging through systems and memory, so re-engaging past customers happened ad hoc, when someone found the time. In a business built on repeat orders, that is revenue leaking quietly.

What we did

We made Attio the single view of every customer, loading in the customer and order history from OMINS and the quote history from Quotient. For the first time, one record shows everything about a Blackhawk customer: every order, every quote, every conversation, and what the relationship is worth over time.

Then we connected the day to day so that view stays current on its own. New quotes sync from Quotient in real time and link themselves to the right company, with follow-up tasks raised automatically if a quote sits unanswered after seven and fourteen days. Enquiries from the website and JotForm land straight in Attio and share out evenly across the sales team, and Gmail sync keeps the full email history on every record.

With the history in one place, we put it to work. Every customer carries a re-engagement score out of 100, calculated from how much they have spent, how often they order and how recently. The score surfaces the most valuable dormant customers first, and it feeds the piece that changed the daily routine.

Each morning, before the team is in the office, Claude reads Attio and goes through each salesperson's customers looking for anyone with no orders or no contact in the last ninety days. It works through them highest score first and drafts ten personalised emails into that person's Gmail drafts, each one written against the customer's actual history with Blackhawk. The rep reviews, tweaks if needed, and sends. Reactivation stopped being a someday project and became ten emails before the first coffee.

The same connection answers questions on demand. Because Attio holds the full customer context, the team can ask Claude anything about the business at any time, from which accounts are drifting to what happened with a customer last summer, and have it carry out the follow-up work too.

The outcome

Six weeks after the kickoff call, Blackhawk runs on one system of record. Management sees order value week by week, orders by channel, top customers by spend, dormant accounts and quote conversion at a glance, a view of the business OMINS was never going to provide. The sales team starts every day with a queue of ready-drafted reactivation emails aimed at the customers most worth winning back, and nobody has to remember to follow up a quote, because Attio raises the task itself.

Better visibility of every customer, retention on autopilot, and an AI that knows the whole business. That is what a modern CRM looks like for a company that sells great days out.