Personalised birthday greetings. Zero manual effort.
The challenge
A luxury brand wanted to surprise their VIP customers with personalised birthday video greetings. But doing it manually for hundreds of clients each month was not sustainable — and a generic mass send would undermine the brand entirely.
What we built
An automated greeting system. Custom video scenario, name-personalised for each recipient, triggered automatically on their birthday and delivered without any manual intervention.
The result
Fully automated personalised video greetings — running continuously with zero manual effort per recipient.
The brief
A luxury brand with a large VIP client base wanted to acknowledge every customer’s birthday with a personalised video message. The gesture was designed to reinforce the relationship — a signal that the client was seen as an individual, not an account number.
The problem: with hundreds of VIP clients, a manual process was impossible at any quality level. A batch send on the same day every month would be worse than no message at all.
What we designed
We built a system that treats each birthday as an individual event — because it is.
The trigger layer: The brand’s CRM holds each client’s birthday. A Make.com automation runs daily, querying the CRM for any client whose birthday falls on the current date. When a match is found, a render job is created automatically.
The personalisation layer: The video template was designed specifically for the brand — appropriate tone, visual language, and production quality for a luxury context. Dynamic zones carry the client’s name, rendered in the correct position. No batch processing, no “Dear Valued Customer” placeholders.
The delivery layer: Once the render completes, Make.com routes the video to the correct delivery channel — email for some clients, WhatsApp Business API for others — based on the client’s preference in the CRM. The message arrives on the correct day, as if someone remembered.
The pipeline
CRM (birthday date) → Make.com (daily trigger) → Shotstack → Email / WhatsAppWhat this means in practice
The system has been running continuously since deployment. Every VIP client receives a personalised birthday greeting on their actual birthday — not a batch send, not a template with a name dropped in as an afterthought.
The brand’s relationship managers no longer track birthdays manually or coordinate with the creative team. The system handles it. Their attention stays on the relationships.
The clients notice. That is the point.
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