An e-commerce store loses customers every month. It's not an anomaly — it's the normal mechanics of commerce. The problem isn't that it happens. The problem is that nobody sees it coming. At Master Outillage, a national distributor of professional tools, Titane Intelligence has deployed a system that identifies customers in the churning phase — and the first reactivation campaigns are already in production.
Before they leave, not after
Conventional tools — Mailchimp, Klaviyo, or even a CRM — show inactive customers. But a customer who has been inactive for six months is a customer already lost. Noticing it changes nothing.
The real challenge lies elsewhere. A customer who used to be regular and is starting to space out their purchases, to stop opening emails, to stop clicking — that one is leaving. They're still here, but not for long. That's the profile you can still act on.
The difference between « inactive » and « leaving » is the difference between an observation and an opportunity. Titane works on the latter.
What Titane analyzes
TITAN-CORE models the lifecycle of each customer. Every profile has its own purchase rhythm, its own engagement level, its own trajectory. The model learns that rhythm and detects when a customer starts to deviate from it.
It's this understanding of individual behavior — and not a generic rule applied to the entire base — that makes it possible to identify customers about to leave before they are lost.
The action window
A customer in the churning phase can be won back within the first few weeks. Beyond that, the reactivation cost explodes and the success rate plummets. Most e-commerce stores act too late, because they only detect the problem once it's already done.
TITAN-CORE computes the scoring continuously — not once a quarter. Continuously. Which makes it possible to step in while the window is still open.
What the client receives
Not a dashboard to interpret. Not a CSV export to sort. The output is a prioritized list of customers to reactivate, updated automatically, with the segments directly usable in Mailchimp.
The profiles to reactivate are identified, segmented, and ready to receive a targeted campaign.
And when a customer is identified as being in the churning phase, what do we send them? Not a generic newsletter. Personalized messages based on the store's priorities, but also personalized product recommendations, computed individually by TITAN-REC based on their history. The system is integrated: TITAN-CORE identifies the right customer, TITAN-REC generates the right message.
Deployment at Master Outillage
The first reactivation flows have been deployed on Master Outillage. Each customer identified as being in the churning phase receives a message tailored to their purchase journey and their profile, with personalized messages from the store, based on its priorities, and personalized product recommendations computed by TITAN-REC.
The system is in production. The segments are injected directly into Mailchimp, and the reactivation campaigns trigger automatically.
