Growth & Intelligence
Follow-up workflows your staff can actually manage.
Give staff a clear queue of customers who need attention because of inactivity, unanswered enquiries, package expiry, unpaid balances, or post-visit checks.
Owner
Staff first
Reason
Activity-based
State
Tracked workflow
Messaging
Policy-bound
Follow-up queue
Staff-owned tasks
Maya Tan
No visit in 45 days
Last visit 03 May / no upcoming booking
Jon Lim
No reply after enquiry
Asked about PT package / 2 days ago
Priya K.
Package expiring soon
2 sessions left / expires 28 Jun
Daniel Ong
Unpaid balance follow-up
$80 outstanding / receipt linked
Selected task
Maya Tan - inactivity follow-up
Owner
Aileen
Due
Today
Last visit
03 May
Next booking
None
Safe next action
Review profile context, then assign a staff contact task.
Follow-up types
The gap
What breaks when follow-up is just memory
01
Customers needing attention are invisible
Missed visits, inactive customers, package expiry, and unpaid balances need a queue.
02
The reason is unclear
Staff should know why a customer was flagged before taking action.
03
Ownership is ambiguous
Follow-ups need assignees and status so work does not stall.
04
Automation overreaches
Customer-facing messages need policy, templates, consent, opt-out handling, and audit.
Core capabilities
What follow-up operations include
A staff-owned queue for inactivity, enquiry, and operational follow-up tasks, with context visible before anyone contacts the customer.
Manual follow-up queue
Show customers who need staff attention.
- Reason, due date, owner, status, and customer context stay visible.
Inactivity follow-up
Find customers with no recent visit or purchase.
- Last visit, last purchase, and no upcoming booking are visible before action.
Enquiry follow-up
Keep unanswered interest from disappearing.
- No reply after enquiry becomes a task staff can review and assign.
Operational follow-up
Track service tasks beyond marketing retention.
- Package expiry, unpaid balance, no-show, cancellation, and post-visit checks stay task-based.
Staff ownership and status
Track who owns the next action.
- Assign work and track pending, completed, skipped, or cancelled states where supported.
AI assist boundary
AI can summarize context or suggest a reason.
- AI does not own customer-facing follow-up sending; staff and policy stay in control.
How it runs
From signal to staff-owned action
Signal appears
Customer activity creates a follow-up reason where supported.
Queue shows context
Staff can see why the customer needs attention.
Owner acts
A staff member reviews, contacts, completes, skips, or cancels the follow-up.
Outcome recorded
Status and activity remain connected to customer history.
Every step is tracked, every outcome logged — nothing disappears.
The result
Retention work becomes visible and owned.
Staff know which customers need attention and why.
Follow-up reasons connect to customer, booking, package, and balance context where supported.
Inactivity, enquiry, and operational follow-ups are distinct staff-owned task types.
Customer-facing contact stays bounded by policy, consent, staff ownership, and audit.
Built for your business
See how it works in your industry
Ready to see how Runbook would work for your business?
We’ll walk you through the workflow, show how enquiries move from message to action, and help you evaluate the best starting setup.