Ensure smooth transition when underlying systems change.
No communication gap during switchover.
Cat 1: BAU Event-Driven Communication
Internal process for building, operating, and maintaining always-on automated customer communications
Need
Identified
Identified
Requirements
Defined
Defined
Integration
Check
Check
Content
Created
Created
Campaign
Built
Built
Testing
Go-Live
Monitoring &
Maintenance
Maintenance
Retirement /
Replacement
Replacement
Initiation
Build
Launch
Operate
Sunset
Business
Objectives
Objectives
Ensure every operational event impacting the customer has a corresponding automated communication.
Avoid gaps where customers are left uninformed about actions they need to take or status changes.
Reduce time-to-market for new BAU communications.
Ensure trigger events and customer data are available in Customer.io before content work begins.
Ensure campaign logic correctly handles all edge cases (language, product, channel).
Prevent erroneous sends or missed communications at launch.
Maintain high deliverability and engagement. Catch issues early.
Keep CDRator write-back in sync with actual sends.
Key
Metrics
Metrics
- Time from business request to requirements sign-off
- Number of operational events without a corresponding communication (coverage gaps)
- Backlog of requested BAU comms
- Share of events already in Customer.io vs. needing new integration
- Content production lead time (4 langs × n variants)
- Integration request-to-delivery time (IT dependency)
- Number of test cycles before go-live
- Defects caught in testing (wrong branch, missing language, broken webhook)
- Time from build-complete to live
- Delivery rate, bounce rate, complaint rate
- CDRator write-back success rate
- CC contact rate linked to comm gaps or errors
- Campaign staleness (time since last review)
- Transition time (old stopped → new live)
- Communication gap duration
- Number of parallel legacy + new campaigns
Improvement
Opportunities
Opportunities
- Standardize intake/request template for new BAU comms
- Maintain a coverage matrix (event × communication) to spot gaps proactively
- Define SLA for requirement sign-off
- Reduce IT dependency — self-service event mapping where possible
- Templatize content across product domains (Fiber/HFC/TV share patterns)
- Reusable campaign templates in Customer.io (language branching, webhook pattern)
- Automate test profiles per product/language combination
- Define QA checklist (CDRator write-back, all 4 languages, SMS fallback)
- Implement staging environment or shadow mode
- Build monitoring dashboard for all active Cat 1 campaigns
- Alerting for broken triggers or sudden volume drops
- Quarterly content freshness review cycle
- Centralized changelog for campaign modifications
- Define migration playbook (visible pattern: campaign 406→888, 533→918)
- Enforce sunset date on legacy campaigns
- Parallel-run period with comparison reporting