What is customer experience automation?
Customer experience automation is the system that runs every client touchpoint after the contract is signed. Welcome, onboarding, milestone check-ins, surveys, review requests and referral prompts all fire automatically at the right moment. UnderCurrent Automations builds it on your existing CRM and email stack so every client feels looked after.
It is not a single tool you buy; it is the orchestration layer on top of the tools you already pay for, tuned to how Customer Experience runs in your business day to day.
What does the build include?
The full client lifecycle, on autopilot. 8 deliverables by default, each tuned to how your business already operates.
- 01Welcome email sequence triggered on contract sign
- 02Automated intake form delivery and CRM capture
- 03Milestone-based check-in messages at weeks 1, 4 and 8
- 04Satisfaction surveys at key moments in the engagement
- 05Conditional branching: negative feedback routes to you, positive to review request
- 06Automated review request sequences (Google, Facebook, industry platforms)
- 07Referral program trigger after positive review received
- 08Re-engagement flow for clients who go quiet
Who is it built for?
If your business depends on clients coming back and referring others, this system is for you.
Professional Services
Every client looked after, every engagement.
Accountants, lawyers, consultants, agencies. From the day a contract is signed, onboarding, check-ins and review requests all run without anyone on your team managing it.
Health and Wellness
Fewer no-shows. More returning patients.
Clinics, physios, spas and allied health providers. Automated appointment follow-up, satisfaction checks and rebooking prompts mean more revenue from existing clients.
Trades and Home Services
Reviews and referrals without asking twice.
Builders, electricians, plumbers, cleaners. After every completed job, the system sends a review request and a referral prompt. Most clients are happy to help, they just need to be asked.
What tools does it work with?
We build on the stack you already run. If a tool has an API, we can wire into it. Common integrations we deploy for customer experience automation:
If you don't have a system in place yet, we help you choose a lightweight option that fits your business without adding overhead.
How does UnderCurrent build it?
Three steps. Then it runs itself. We move in weeks, not months.
- 01
Map
Audit how this works today. Sources, tools, handoffs, drop-off points. Output: a map with priority fixes.
- 02
Build
Deploy automation against your existing stack. Configured, tested, and documented end to end.
- 03
Flow
Hand over, train, monitor for 30 days. Results visible within 2–3 weeks of live.
How does it compare to alternatives?
Most businesses have tried at least one of these before finding a system that actually works. Rows are capabilities; columns are approaches. A check means the approach consistently delivers.
| Capability | UnderCurrent | Doing It Manually | Off-the-Shelf Tools | Other Agencies |
|---|---|---|---|---|
| Follows up every client, every time | ✓ | · | · | · |
| Personalised to each client situation | ✓ | ✓ | · | · |
| Routes unhappy clients away from reviews | ✓ | · | · | · |
| Runs 24/7 without your input | ✓ | · | ✓ | · |
| Integrates with your existing CRM and tools | ✓ | ✓ | · | · |
| ROI measurable within weeks | ✓ | · | · | · |
What does it cost?
Project-priced, not per-seat. No ongoing software licence fees, because we build on the stack you already pay for.
from AUD $4,000
Foundation
Single flow
Welcome sequence, check-ins and a review request loop. Fits a business with one primary service line.
from AUD $7,500
Full lifecycle
End-to-end
Onboarding, milestone messaging, surveys with branching, review requests and referral prompts, all personalised from CRM data.
by quote
Custom
Multi-service
Multi-brand or multi-service lifecycle, Intercom or Zendesk integration, CSAT and NPS reporting, retention dashboards.
How long does it take?
Most builds go live within 7 to 14 days of the first scoping call. Week one is discovery; week two is build and rollout. Measurable results are visible within 2 to 3 weeks of going live.
Full, multi-channel systems run 3 to 4 weeks end-to-end. We give you a firm timeline before committing, with no scope creep.
Where does UnderCurrent operate?
Based in Melbourne, Australia. We serve clients across Melbourne, Sydney, Brisbane, Perth, Adelaide, Canberra, Victoria, New South Wales, Queensland, Western Australia, South Australia, Australian Capital Territory, Australia. Most discovery and build work runs remotely; onsite sessions are available across greater Melbourne.
Frequently asked questions
What tools does this connect to?
We work with whatever you already use. HubSpot, Pipedrive, ActiveCampaign, Mailchimp, Monday.com, Notion, Gmail, Outlook. We build around your existing stack, not on top of a new one.
Can unhappy clients be handled differently?
Yes, and this is one of the most important parts of the build. When a client indicates dissatisfaction in a check-in or survey, the automation routes them directly to you for personal follow-up rather than triggering a review request. Negative feedback stays private.
How personalised are the messages?
We use data already in your CRM to branch and personalise messages. Service type, engagement date, usage, location. Each client receives messaging that is relevant to their situation, not a generic broadcast.
How long does it take to go live?
Most client experience automation systems go live within 7 to 14 days of our first session. We have built these flows many times so we move quickly and know where to start.
What if I want to approve messages before they send?
We can configure the system with a review queue so you approve messages before they go out, or with full automation if you prefer. Most clients start with review mode and switch to full automation after a month of seeing it work.
Do I need to change how my team works?
No. We build on top of what your team already does. The automation handles the follow-up that was either falling through the cracks or taking manual effort. Your team continues working the same way.
Luke Marinovic
Founder of UnderCurrent Automations. Builds sales, content, finance and operations automation for Australian small businesses.
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