CRM

CRM

YOUR EXISTING CUSTOMERS ARE THE MOST PROFITABLE GROWTH CHANNEL YOU HAVE.

We run the channels that keep customers coming back - email and SMS, customer support and loyalty - as one connected system, so every message, reply and reward works from the same view of the customer.
Get a retention health check
David Visser

David Visser

CRM & Solutions Director

The profit was never in the first sale. It's in the second, the third, and the habit.


Most brands spend the marketing budget winning a customer once and then hand them to three different tools that can't see each other. Email doesn't know what support just resolved. Loyalty doesn't know who's about to churn. The data each channel produces never becomes fuel for the others.
We run email, support and loyalty as one connected programme, joined by a single view of the customer. A refund handled well becomes a win-back flow. A VIP hitting their next tier gets an SMS, not a generic newsletter. Every interaction makes the next one smarter — and that's what compounds into repeat revenue.
THE SHIFT

THE MATHS OF GROWTH HAS SHIFTED.

Acquisition keeps getting more expensive while the first order keeps losing money. The profit is in the second order, the third, and the habit — which is exactly what retention compounds. The brands that act on that maths now pull away from the ones still buying growth.

01

Acquisition is underwater.

Ad costs keep climbing and the first order often loses money. The average brand now loses around $29 on a new customer's first purchase, while a returning customer spends roughly 67% more than a first-timer. The profit was never in the first sale.

-$29

average loss on a new customer's first purchase
02

Owned channels do the heavy lifting.

Automated email and SMS flows are a small slice of sends but a large slice of revenue — often around a third of all email revenue from a couple of percent of volume. Unlike paid, you own the audience and keep the margin.

~⅓

of email revenue from ~2% of sends • automated flows
03

Support and loyalty are quiet revenue levers.

Most brands run support as a cost centre and bolt loyalty on as an afterthought. Both are retention engines: a fast, on-brand support reply protects the next order, and a loyalty programme turns one purchase into a habit.

+25–95%

profit lift from a 5% improvement in retention
OUR SYSTEM

EMAIL, SUPPORT AND LOYALTY, RUN AS ONE SYSTEM.

Most agencies run these as three separate engagements on three separate tools. We run them as one programme, joined by a single view of the customer.

Semantic Data Diagram

Every channel makes the next one smarter.

Support conversations in Gorgias shape how we segment in Klaviyo. Loyalty tiers and reward milestones trigger the right message at the right moment. A refund handled well becomes a win-back flow instead of a lost customer. A VIP hitting their next tier gets an SMS, not a generic newsletter. A repeat buyer who goes quiet triggers a check-in before they churn.

SUPPORT DATA
LOYALTY TRIGGERS
BEHAVIOUR
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ONE TRUTH
POV

POINT OF VIEW

Overdose is one of the few partners globally that are really thinking about how to change the agency model and get ahead of it before everyone else. It mirrors Klaviyo’s own go-to-market - basing your model on client outcomes
Chano Fernandez
Co-CEO, Klaviyo
If you're still measuring SEO by ranking position, you're measuring 2019. The brands that win the next decade are the ones being cited inside the answer.
David Wilson
Sales Manager, Retail Hub
If you're still measuring SEO by ranking position, you're measuring 2019. The brands that win the next decade are the ones being cited inside the answer.
Emily Davis
Operations Head, Global Enterprises
If you're still measuring SEO by ranking position, you're measuring 2019. The brands that win the next decade are the ones being cited inside the answer.
Michael Johnson
Product Manager, Future Tech
WHAT WE DELIVER

EVERYTHING THAT KEEPS A CUSTOMER.

Three connected disciplines, one programme. The tools sit underneath — the system on top is what compounds.

CRM STRATEGY

Klaviyo • DotDigital • BRAZE
  • Data Unification & Activation
  • Journey Automation & Personalisation
  • Segmentation and predictive audiences
  • Deliverability and list hygiene
  • Campaign Strategy & Optimization
  • SMS and push
  • Migration & Support

CUSTOMER SUPPORT

KLAVIYO • Gorgias • ZENDESK
  • Helpdesk setup and migration
  • AI agent and automation, trained on your brand voice
  • Intelligent workflows, macros, and ticket routing for faster resolutions.
  • Ticket deflection and self-service
  • CSAT and response-time improvement

LOYALTY & REVIEWS

LoyaltyLion • OKENDO • CLEARER.IO
  • Programme design
  • VIP tiers, points and referrals
  • Reviews and UGC
  • Use loyalty and review data to trigger personalised offers and automations.
HOW WE WORK

ONE TEAM ACROSS ALL 3. NOT 3 TEAMS.

You get one senior strategist who owns the whole retention programme, with the support and loyalty leads working off the same customer data - not three vendors with three roadmaps. The person who reads your support tickets briefs the person who writes your flows, in the same meeting.

Because the three channels share one plan, a shift in any of them - a new loyalty tier, a support trend, a deliverability dip - shows up everywhere it should.

One team Across

HOW HEALTHY IS YOUR RETENTION, REALLY?

A retention health check across all three pillars - not just email. We'll score your Klaviyo flow coverage and deliverability, your support automation and response times in Gorgias, and your loyalty programme's adoption and redemption - then hand back the gaps costing you repeat revenue, and the three we'd fix first.

  • Flow coverage & deliverability score
  • Support automation & response times
  • Loyalty adoption & redemption health
  • The low hanging fruit we'd fix first
Get a retention health check
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