02 · Solution Overview

RetainIQ is a real-time customer lifecycle intelligence engine. It monitors every customer's purchase behaviour against their personal repurchase pattern, calculates a dynamic churn score daily, detects the exact moment a customer crosses into danger, and automatically deploys a personalised retention email matched to their specific lifecycle stage.

The system runs on two parallel tracks: an event-driven track that responds to individual customer actions in real time, and a nightly intelligence track that rescores every customer in the database and catches anyone who drifted without triggering an explicit event.

The Five Lifecycle Stages

RetainIQ tracks every customer across five stages, calculated dynamically based on their individual repurchase interval:

Stage	Definition	Churn Score Range
NEW	First purchase within the last 14 days	1–10
ACTIVE	Last order within 1.5× their avg repurchase cycle	1–20
AT_RISK	Last order between 1.5× and 2.5× their avg cycle	60–82
LAPSED	Last order between 2.5× and 4× their avg cycle	85–94
CHURNED	Last order beyond 4× their avg cycle	95–99

Four Layers of the System

Layer 1 — Event Capture: Every customer purchase or refund from the Lumière demo store fires a webhook to Workflow 1. The system processes the event, recalculates the customer's metrics in real time, and updates their Supabase record within seconds.
Layer 2 — Lifecycle Intelligence: A code-based scoring engine calculates days since last order against each customer's personal repurchase interval. The multiplier thresholds determine stage classification. Runs both on individual events and in bulk nightly.
Layer 3 — Intervention Routing: When a customer crosses a stage threshold, the system generates a personalised email matched to their situation — post-purchase confirmation, at-risk check-in, win-back offer, or refund-save message. Brevo delivers it within seconds.
Layer 4 — Persistence and Visibility: Every score update, stage transition, and intervention is logged to Supabase. The RetainIQ dashboard surfaces live metrics, a churn countdown ranked by urgency, product intelligence, and a full intervention log.

The Full Flow

Customer Event → Webhook → Validate → Fetch Customer → Calculate Stage & Score → Update Supabase → Generate Email → Send via Brevo → Log Intervention → Slack Alert → Dashboard Refresh

Technical Stack

Tool	Role
n8n	Two-workflow orchestration
Supabase	PostgreSQL database — customers, orders, interventions, products tables
Brevo	Transactional email delivery
Slack Webhooks	Real-time team notifications
Cloudflare Zero Trust	Persistent webhook tunnel uptime
Oracle Cloud Linux VM	Zero-cost cloud hosting
Lovable	Two frontend applications
React	Frontend framework

Workflow 1 latency: Under 3 seconds from webhook to Supabase update.

Workflow 2 bulk processing: Under 15 seconds for 26 customers.