Lapsed Customer Alerts for Epicor Eagle
Every account in Eagle measured against its own buying pattern, the ones that went quiet listed per rep with their history and a check-in drafted. The rep calls or sends.
Sales & estimatingUpdated Oct 202620 ERPs
See it work on Eagle.
Click through the steps. Fictional data, in Eagle’s terms; the real thing runs on Eagle.
| Customer | Pattern | Last ticket | Gap | 12-mo sales | On the account |
|---|---|---|---|---|---|
| Pine Hollow Contractors | Weekly · Tuesdays | Sep 29 | 3 weeks | $84,210 | Nothing · paid current |
| Granite Peak Builders | Weekly · avg $3,900 | Oct 20 | Ticket size halved | $198,300 | Route 9 warehouse ending? |
| Ferry St Renovations | Monthly | Aug 6 | 11 weeks | $27,440 | Dispute open · 38612 |
| Bayview Decks | Seasonal · Apr to Sep | Sep 12 | Season over | $61,980 | Expected quiet |
| Shoreline Electric | Weekly | Oct 19 | On pattern | $46,700 | Nothing |
Each account against its own rhythm. A seasonal buyer after the season is expected quiet.
The problem, as it happens in Eagle.
A dealer finds out a contractor left when the rep runs into them at a jobsite buying from someone else. The sales report in Eagle shows this month against last month by account, and a framer who bought every Tuesday for two years and stopped in September looks like a small number in a long list.
The reasons are ordinary: a bad delivery, a price match they didn’t get, a new estimator at the builder who already has a yard he likes. Nobody asked, so nobody knows, and the account is a lapsed customer by the time it shows up on the year-over-year.
How it works.
- 1
Each account against its own pattern
Purchases from Eagle by account, by week, over the last two years. A weekly buyer, a monthly buyer, a seasonal buyer: each one has a rhythm, and Lunica measures the account against its own, not against the branch. The arithmetic is done from Eagle, not by a model.
- 2
The quiet ones, found
A weekly buyer with three silent weeks. A spring buyer who has not bought this spring. A builder whose average ticket halved. Each flagged with the gap in plain words, with a credit hold or an open dispute shown beside it so a rep does not call about a problem the credit desk already owns.
- 3
One note per rep, with a check-in drafted
Each rep gets their accounts: the history, the last ticket, the contact, and a short check-in in the rep’s own voice. A call script where the rep would rather call. The rep sees it in the morning, biggest account first.
- 4
The rep calls or sends
Edit, send, call or skip. What the customer says is logged against the account: moved to another yard, job gap, bad delivery, nothing wrong. Nothing goes to a customer on its own.
How it connects to Eagle.
Lunica reads sales history and the customer file through the Eagle data warehouse, under a database account that can only read: invoiced tickets by account and week, the rep and branch on each account, contacts, and anything on the account the rep should know before calling, such as a credit hold, an open dispute or a payment plan. The pattern is arithmetic over the full history each night; a model only sees the account being written about.
Nothing lands in Eagle without a person and nothing is sent on its own. The check-in is a draft in the rep’s name until the rep sends it. What the customer said is logged beside the account in Lunica; a note your team wants on the customer file is keyed by your team.
What a week looks like.
- The accounts that went quiet, by rep, with the gap in plain words.
- A seasonal buyer missing the season, caught in the season.
- A check-in drafted in the rep’s voice, with the last ticket in front of them.
- What the customer said, logged against the account instead of forgotten.
Questions
Does it contact customers?
No. The check-in is a draft until the rep sends it, or the rep calls instead. Nothing goes to a customer on its own.
Does it write to Eagle?
No. It reads sales history and the customer file. What the customer said is logged in Lunica; a note for the customer file is keyed by your team.
How is ‘lapsed’ decided?
Against the account’s own rhythm, from its history in Eagle. A weekly buyer silent for three weeks and a quarterly buyer silent for three weeks are not the same thing, and are not treated the same.
What about cash and one-time customers?
Excluded by rule, with a value or ticket-count floor you set. Accounts on credit hold are flagged to the credit desk, not to the rep.
Can it tell why they left?
No. It tells you who went quiet and gives the rep the history. The reason comes from the call, and is logged.
What does the model see?
The account being written about: its history, contact and last tickets. The pattern itself is arithmetic over Eagle’s sales history, not a model.
Which Eagle editions does it work with?
Lunica works from the Eagle data warehouse. Your edition and version are confirmed during onboarding, before anything is connected.
Does it need a server?
One Windows server or VM inside your network, set up and maintained by Lunica. It reads Eagle over the LAN; there is no inbound connection from outside, ever.
What about iNet and WebDocs?
Invoice copies come from iNet. Scanned documents keep flowing into WebDocs exactly as before; Lunica reads the scan share and never writes to it.
Can it post to Eagle if we want it to?
The standing rule is that a person does. Where Eagle takes a file, like AP Assist, Lunica prepares the file and your team imports it.
The same workflow, on another ERP.
Lapsed Customer Alerts is written for every system on the list. You’re reading the Eagle version.
See it on your Eagle data.
Thirty minutes. We walk the workflow on Eagle data, then map it to yours.