Medichecks: Turning lapsed customers into same-month revenue

The Challenge

Medichecks wanted to reconnect with customers who hadn’t purchased in over a year. Whilst Email was performing well, they wanted to push the boundaries of the experience for their lapsed customers, and there wasn’t a clear bridge between the inbox and the on-site experience.

The goal was to build something smarter:

• Automatically assign a unique voucher code to each returning customer
• Keep the offer visible on-site for 30 days, not just in an email
• Hide the offer once the code had been redeemed
• Require zero manual work from the CRM team
• Be fully trackable in both Bloomreach and Shopify for accurate reporting

Our Approach

We designed a dynamic on-site experience that handles the entire reactivation flow, from identifying a lapsed customer to tracking their return.

Smart voucher assignment

A custom Bloomreach setup checks each customer’s profile in real time. If they already have an active code, it reuses it; if not, it generates a new one automatically and saves it to their profile for consistency and reporting.

Persistence without pestering

The Weblayer was designed to feel gentle but ever-present. It appears only for customers who haven’t purchased in over a year, stays visible (or minimised) across sessions for up to 30 days, and then quietly disappears once the code is redeemed.

Seamless experience

We refined the interaction to feel polished and effortless:

• Fixed UI overlaps to prevent duplicate banners
• Remembered state when users minimise the message
• Improved readability and layout for clarity
• Suppressed the banner post-purchase to avoid confusion

Built for the team

The final setup required no ongoing maintenance. Everything, from code assignment to performance tracking runs automatically, with key events like shown, copied, and redeemed feeding directly into Bloomreach for clear visibility and reporting. Not only this but we built it to be fully customisable so the team can spin up different versions as they see fit.

The Outcome

The new reactivation Weblayer quickly became a model for how Medichecks could approach retention more broadly.

• Voucher management now runs entirely in the background; no manual setup or code chasing.

• The CRM team can design, style, and launch new Weblayers without developer involvement.

• Tracking is clean and consistent across Bloomreach and Shopify, giving a full view of performance.

• The framework is flexible enough to reuse for other segments, such as churn-risk or inactive customer.

Key Takeaways

• Automation doesn’t have to feel robotic. When it’s paired with a thoughtful user experience, it can re-engage customers in a way that feels natural and personal.

• Persistence beats pressure. A subtle, consistent reminder over 30 days performed far better than repeated follow-ups.

• Clean data wins. Simple, structured naming and tracking made performance analysis effortless.

• Empowered teams move faster. With CRM able to launch and adjust campaigns directly, testing and optimisation no longer depend on development cycles.