Solutions by goal
Bring quiet partners back before they're gone
A dormant partner is a distributor, dealer, retailer or tradesperson who used to buy or engage and has gone quiet. IMAST 360 helps you notice them early and act — with a reminder, a scheme that fits them or a field visit — before they settle with another brand.
- Churn prediction on the Enterprise plan
- WhatsApp nudges and reminders
- Field visits planned in Sales Track
The problem
Partners rarely leave loudly
Partners seldom announce that they are switching brands. Orders get smaller, scans become irregular, redemptions stop, and by the time someone notices in a quarterly review, the partner's habits have already moved.
Every enrolled partner who goes quiet is a cost you have already paid — the effort to recruit, onboard and verify them. Reactivating a known partner is usually far easier than recruiting a new one.
The challenge is spotting the slide early and responding in a way that fits the partner, rather than sending the same broadcast to everyone.
How it works
From warning sign to reactivation
How IMAST 360 turns a quiet partner into an action.
- 1Spot
Early warning
LoyaltyBoard tracks earning and redemption; churn prediction (Enterprise) flags partners likely to disengage.
- 2Nudge
Remind
WhatsApp alerts and smart nudges remind partners of points, tiers and schemes they're close to.
- 3Offer
Target a scheme
Run a reactivation scheme for a segment or region from the scheme engine.
- 4Visit
Field follow-up
Reps plan visits to high-value quiet partners in Sales Track.
Signals
Early signs a partner is going quiet
Watch for changes against each partner's own pattern, not just absolute numbers.
| Signal | What it may mean | First response |
|---|---|---|
| Fewer orders or scans | Buying elsewhere or demand slowing | Reminder plus a focused scheme |
| Points left unredeemed | Rewards don't appeal | Recommend rewards by persona |
| Missed tier renewal | Program feels out of reach | Show progress and a near-term goal |
| No rep visit recently | Partner feels ignored | Plan a visit in the next beat |
In practice
Reactivation that works
Start with the partners who matter most. A short list of high-value partners who have slowed down is worth a personal call or visit; the long tail can be handled with reminders and targeted schemes.
Make the next step small and specific — scan five packs this month for a bonus, or order once to keep your tier — rather than a big target that feels out of reach.
Find out why. A quick conversation during a field visit often reveals a service, stock or pricing problem that no scheme will fix, and that is worth knowing too.
- Prioritise high-value quiet partners for visits
- Use reminders and schemes for the long tail
- Make the next action small and specific
- Ask why during field visits
Knoxy · AI Chief of Staff
Knoxy notices who's going quiet
Knoxy, the AI Chief of Staff in IMAST 360, watches partner activity and tells your team who needs attention.
Meet Knoxy- Suggests schemes for regions and segments slowing down
- Sends reminders before points expire
- Recommends rewards by persona
- Schedules follow-up tasks for reps
Results
Engagement results on IMAST 360
Getting started
A 90-day plan to bring dormant partners back
In the first month, define who counts as dormant — for example, no orders, scans or claims for a set period — and list them by region and partner type. Check basic reasons first: wrong phone numbers, partners who never completed enrolment, or schemes that never reached them in their language.
In the second month, reach out with something specific. A short re-activation scheme, a bonus on the next scan or order, or a tier status they are close to losing gives a reason to act. Send it on WhatsApp and ask field reps in Sales Track to follow up during their visits.
In the third month, keep the momentum. Use streaks, leaderboards and reminders so returning partners stay active rather than taking the bonus once. On the Enterprise plan, churn prediction helps you spot partners who are slowing down before they go fully quiet, and Knoxy suggests schemes and sends reminders.
Track how many dormant partners came back and how many were still active a month later — the second number matters more.
- Define dormant and fix contact data
- Send a specific, time-bound reason to return
- Involve field reps in follow-up
- Measure who stays active, not just who returns
FAQs
Dormant partner FAQs
How do we know which partners are about to go quiet?
Churn prediction on the LoyaltyBoard Enterprise plan flags partners who are likely to disengage, so you can act before they stop.
Should re-activation offers be bigger than normal schemes?
Not necessarily. A clear, time-bound reason to act often matters more than the size of the reward.
What is a dormant channel partner?
A distributor, dealer, retailer or tradesperson who used to buy or engage with your brand regularly and has stopped or slowed down significantly.
How do you identify partners going dormant?
Compare each partner's recent orders, scans and redemptions with their own past pattern. LoyaltyBoard's churn prediction on the Enterprise plan flags partners likely to disengage.
What is the best way to reactivate a dormant retailer?
A specific, achievable next step — such as a small bonus for the next order or scan — combined with a reminder on WhatsApp or a field visit for higher-value partners.
Can we run a scheme only for inactive partners?
Yes. Schemes can be limited to segments, regions, tiers or partner types in the LoyaltyBoard scheme engine.
Do WhatsApp nudges help?
WhatsApp alerts and AI smart nudges remind partners about points, schemes and rewards in a channel they already read. They're available from the Growth plan.
How does Knoxy help?
Knoxy suggests schemes where partners are slowing, recommends rewards by persona, schedules tasks and sends reminders.
Should field reps be involved?
Yes, for high-value partners. Reps can plan visits in Sales Track and often uncover service or stock issues behind the slowdown.
Find your quiet partners
We'll show you how IMAST 360 spots and reactivates them.