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Win-Back classifies every account on a recurring schedule against three detection types, surfaces active signals on the account row and drawer, and emails a digest of recoverable revenue to anyone in your org, with a pre-built draft sequence per type, ready to launch. It replaces the older “active / at-risk / dormant” classifier that ran off each account’s median order gap. The activity-status badge on the Orders tab and the digest are now both driven by the three-type framework below, using configurable thresholds instead of fixed cadence multipliers.

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The Three Types

Each type produces its own signal granularity:
  • A and C: one signal per account
  • B: one signal per lapsed (OD, grade) combo (an account can carry several Type B signals at once)
An account can carry signals of multiple types simultaneously. The badge column in the Accounts table shows a compact badge per type. A B×3 badge means the account has three lapsed product combos.

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Why Three Types

Most win-back tooling stops at “fully dormant”, Type A. PTC’s sales team identified the deeper threat: competitors rarely displace an account entirely, but they take share within it. An account can remain active and still represent a material revenue loss if it stops buying specific sizes, grades, or product families.

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Configuring Win-Back

Open Accounts → ⋮ menu → Win-Back Settings. Each type has its own switch and threshold panel.

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Type A: Fully Dormant

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Type B: Product Lapse

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Type C: Cherry-Picking

Start with Type A only. Once the digest is steady-state, turn on Type B to surface losses within active accounts. That’s typically where the biggest unaddressed revenue lives.

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Signal Badges on the Accounts Table

Active win-back signals show as a badge row in the Win-Back column on the Accounts table. The same badges appear in the Win-Back Signals section on the account drawer with full context (which combo lapsed, what specialty share, etc.). Tooltips on each badge surface the top items so you don’t have to open the drawer to scan.

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Win-Back Enrollment Column

The Status column on the Accounts table has been renamed to Win-Back Enrollment with three values: Click the cell to switch between the three. Auto rows show the currently-resolved state (Yes / No) on the popover button so you can scan the table without checking the drawer.

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Win-Back Digest Email

Configure a recurring digest under Accounts → ⋮ menu → Email notification.

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What’s in the Email

Each digest is grouped by signal type, with a section per type that has active signals. Within each section, accounts are sorted by lifetime revenue, top 25 per type. Every row links back to the account drawer. If no accounts are inactive across any enabled type, you receive a short heartbeat email, so you always know the monitor is running.

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Auto-Generated Re-Engagement Sequences

Every digest creates one fresh draft sequence per active type, pre-loaded with the right outreach angle for that signal: Each draft is pre-enrolled with the primary contacts of accounts that have any signal and aren’t pinned to No under Win-Back Enrollment. Contacts without an email address are skipped. Accounts already enrolled in another active sequence are skipped on the next run, so a rep doesn’t end up with one contact in two re-engagement flows at once.
Each digest creates a fresh draft. The contact list reflects who has active signals right now, not who had them last week. If you’d rather keep a single rolling re-engagement campaign, archive the auto-generated drafts and enroll into your own sequence on a longer cadence.

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Lifecycle of a Signal

Win-Back signals are first-class records, not just badges: A previously-recovered signal that re-emerges is reopened automatically, so you can see the full arc of an account drifting in and out of any state.

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Permissions and Org Boundaries

  • Owners and Admins can change win-back thresholds. Members can read signals and run the digest configuration UI but can’t edit detection parameters.
  • Win-Back is per-organization: only members of your org can be selected as digest recipients.
  • Signals only surface on accounts that have imported order history.

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Next Steps

Orders

Import order history that powers detection

Sequences

Edit and launch auto-generated re-engagement drafts

Accounts Overview

Win-Back Enrollment column behavior and accounts table

Contacts

Manage primary contacts that get auto-enrolled into digests