Case Study: Harlow Timber Group re-engages inactive customers with dotdigital

How Harlow Timber re-engaged inactive customers with joined up online and offline marketing

Harlow Timber Group, a Midlands-based timber and building products supplier with a small two-person marketing team, needed a better way to re-engage inactive e-commerce and branch customers. Their data was difficult to segment, and the business was sceptical that print marketing could deliver measurable value.

dotdigital powered a joined-up direct mail and email re-engagement strategy using segmentation, automation, and customer data, integrated with partners to personalize mailers and follow up digitally. The campaign reactivated 600 customers from 8,000, drove average order values above £500 versus their usual £200–£300, delivered a 3:1 ROI on print, and achieved an 88% open rate on a Black Friday email.

Harlow Timber Group

Holly Unwin

Group Marketing Manager