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Case Study

From abandoned quote to customer: how PetSure recovers lost opportunities

PetSure logo

Warm prospects who start a quote and don't finish are recoverable, if the follow-up is fast, automated and relevant. Lupo designed exactly that on HubSpot.

Marketing Pet Insurance Lead Nurture

In minutes

Automated follow-up after abandonment

Previously slower and manual

2 paths

Separate consumer and brand partner journeys

Tailored messaging

3 channels

Email, SMS and call-centre follow-up

Coordinated recovery

About the client

About PetSure

PetSure is one of Australia's largest pet insurance businesses. But when prospective customers abandon an online quote, valuable in-market demand can quickly go cold without timely, relevant follow-up.

Industry
Pet Insurance
Project
Abandoned-quote nurture
HubSpot
Marketing · Workflows
Audiences
Consumer

The challenge

Warm prospects were slipping away after starting a quote

Core problem

PetSure was losing high-intent prospects after they abandoned a quote. Slow, manual follow-up made it difficult to re-engage them while their intent to buy was still high.

Slow, manual follow-up

Abandoned quotes needed a response within minutes, not hours or days - hard to achieve manually at scale.

Generic customer journeys

A one-size-fits-all nurture couldn't deliver the relevance needed to re-engage each prospect.

Disconnected tracking

Email, SMS, calls and tasks needed to work together in one place, with a clear view of every interaction.

The solution

Fast, automated, audience-specific quote recovery

Catch the abandonment, respond in minutes, and tailor the journey to who the prospect is.

PetSure customer on her phone as an abandoned quote is recovered through automated follow-up
  1. 01

    Real-time abandonment capture

    Integrated the quote journey with HubSpot to identify abandoned quotes and trigger follow-up automatically.

  2. 02

    Coordinated multi-channel follow-up

    Orchestrated automated email, SMS and call-centre touchpoints through the right channel.

  3. 03

    Tailored nurture journeys

    Distinct consumer journeys with dedicated, customised automation for each audience.

  4. 04

    Governance & performance reporting

    A scalable framework for future journeys, with reporting to track engagement, recovery and performance.

Solution Stack

Platform

  • HubSpot CRM
  • Marketing Hub
  • Workflows

Growth infrastructure

  • Marketing emails / EDMs
  • SMS + call-centre touchpoints
  • Landing pages, forms & popups
  • Quote-source integration

Enablement

  • Consumer & breeder journeys
  • Recovery reporting
  • Reusable journey framework
Workflows Marketing Emails / EDMs SMS Landing Pages Forms & Popups Quote-source Integration Reporting

The results

A faster, automated quote-recovery engine, now live

PetSure now has an always-on recovery journey that automatically responds to quote abandonment with timely, coordinated follow-up across multiple channels, tailored to both consumer and brand-partner prospects.

80%

of abandoned quotes re-engaged

In minutes

automated follow-up triggered after quote abandonment

2 journeys

consumer nurture paths customised for each brand partner

3 channels

email · SMS · call centre, coordinated

Designed to catch warm demand

abandonment now triggers fast, automated follow-up instead of manual chasing, re-engaging in-market prospects while intent is high.

Tailored, not generic

consumer journeys are customised for each brand partner, reflecting each brand and customer journey.

Before & after

What changed for quote recovery

Before

After

Slow, manual follow-up - hours or days later
Automated follow-up triggered in minutes
One-size-fits-all nurture for every prospect
Distinct consumer & brand-partner journeys
Email, SMS and calls tracked separately
Coordinated multi-channel follow-up in one place
In-market intent going cold
Warm prospects re-engaged while intent is high

The client's voice

In their words

Helpful and friendly adviceMichael and team are lovely to work with. Always responsive, friendly and helpful. No question or task is too small. Thanks team.

Sutherland, A. PetSure - 5-star review

Questions buyers ask

FAQ

Lupo designed an automated quote-recovery journey for PetSure that triggers within minutes of abandonment, coordinating email, SMS and call-centre follow-up without manual intervention.

Start the conversation

Could HubSpot work harder for your business?

Talk with Lupo about where your CRM, marketing, sales, service, data, integrations or AI capability could go next.

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