Hub Property Care

Hub Property Care Re-engages Dormant Customers and Drives New Jobs with Simpro and Delight

For service businesses, staying top-of-mind with customers often determines who gets the call when something breaks. But maintaining consistent communication with a growing customer base can be difficult without dedicated marketing resources.

For UK-based residential maintenance company Hub Property Care, that challenge became clear as the business expanded. By introducing Delight alongside Simpro, the company found a way to reconnect with dormant customers automatically and generate new work—without adding manual effort.

Turning Customer Data into Opportunity

Hub Property Care provides a wide range of residential maintenance services, including heating, plumbing, electrical work, carpentry, decorating, and appliance repairs. The company primarily serves property managers and real estate agencies managing rental portfolios, while also supporting private homeowners.

Since implementing Simpro in 2021, the company has built a large database of customer relationships.

“We’ve been using Simpro since 2021, so we’ve built up years of customer data,” said Tony Harris of Hub Property Care. “Most of our customers are repeat customers, but if you’re not actively engaging them, those relationships can easily go quiet.”

Proactively reconnecting with past customers, however, required time the business didn’t have.

“We simply don’t have a marketing team sitting there writing emails to hundreds of people.”

Automated Re-engagement with Delight

After discovering Delight at a Simprosium, Hub Property Care recognized an opportunity to activate the customer data already stored in Simpro.

Delight integrates directly with Simpro and analyzes job history to identify dormant customers—then automatically sends personalized marketing emails designed to re-engage them.

“The clever part is how it uses the data already in Simpro,” Harris said. “It understands what work we’ve done for each customer and creates messaging that’s relevant.”

The onboarding process was quick, and within weeks the system was automatically reaching out to past customers.

Strong Early Results

Delight now sends up to 35 emails per day to dormant customers identified in Simpro. Despite the automated process, engagement has been strong:

• Open rates approaching 70%
• Click-through rates around 4%
• Hundreds of personalized emails sent automatically

“In the last month alone we’ve sent hundreds of emails,” Harris said. “Every single one is different, and we didn’t have to write them.”

Delight also tracks when customers who receive outreach go on to book new work, helping the team connect marketing activity with real revenue.

“At the very least, we can see people who haven’t contacted us in months suddenly getting back in touch,” Harris said.

Unlocking More Value from Simpro

Looking ahead, Hub Property Care sees opportunities to expand the impact of automated outreach, including cross-selling additional services and sending seasonal reminders such as boiler servicing before winter.

“When you’ve got years of customer information sitting in Simpro, there’s huge potential there,” Harris said. “Delight helps you tap into it without adding extra work for the team.”