Client: Block & Chisel
Industry: Retail
Key Contact: Audrey Westcott
Services: Managed Email Services & Email Software
The challenge
Block & Chisel, a leader in high-end furniture and décor, wanted to do more than just showcase beautiful products; they wanted to convert browsers into buyers and build long-term customer relationships. While their email marketing was in place, it lacked the automation needed to nurture customers effectively. Abandoned carts were going unrecovered, and there were limited follow-up touchpoints to re-engage shoppers. They needed a solution that could boost conversions while still maintaining their premium brand experience. That’s where TouchBasePro came in.
The approach
TouchBasePro partnered with the Block & Chisel team to create an automation-first email strategy that made customer interactions seamless, timely, and personalised. Together, we focused on:
- Implementing automated abandoned cart campaigns to recover lost sales
- Designing follow-up journeys to re-engage browsers and recent buyers
- Creating branded templates that reflected Block & Chisel’s premium aesthetic
- Using behavioural triggers to send the right message at the right time
- Monitoring and optimising results for continual improvement
The results
The impact was immediate and measurable:
- 1,174 abandoned cart emails automatically sent to recover lost revenue
- 891 follow-up emails delivered to nurture customers post-purchase and re-engage browsers
- Consistent, polished designs that kept every message aligned with the Block & Chisel brand
- Streamlined workflows that freed the team from manual tasks
- A scalable automated system ready to grow with their business
Most importantly, automation gave Block & Chisel the ability to convert missed opportunities into sales while building stronger customer relationships.
What made it work?
- Data-driven targeting of customer behaviours
- Seamless integration of automation with their systems
- Strong collaboration between Block & Chisel and TouchBasePro
- Equal focus on performance and premium brand experience
Together, this ensured that automation wasn’t just a technical upgrade, it became a driver of growth.
Conclusion
Block & Chisel’s partnership with TouchBasePro shows how automation can turn email from simple communication into a powerful conversion engine. With 1,174 abandoned cart recoveries and 891 follow-ups delivered, TouchBasePro helped them capture revenue, deepen customer engagement, and strengthen their position as a leading luxury brand. What started to solve abandoned carts evolved into a sustainable email strategy that continues to add value long after the first send.
