Network Outage Alert & Proactive Customer Communication System
A done-for-you telecom automation built for the Network Operations Center Manager, connecting Twilio and Mailchimp so the work below happens on its own.
What this automation does, step by step
When a network monitoring alert fires indicating a service-affecting outage, this automation identifies which customer accounts are in the impacted area, sends proactive service disruption notifications via text and email before customers call in, updates the IVR message on the support line to acknowledge the outage, and posts a status update on the company's service status page, all within minutes of the alert firing.
As the restoration progresses, customers in the affected area receive staged updates, and a final "service restored" message goes out the moment the NOC confirms resolution.
Inbound call volume during outages drops significantly because customers are informed before they reach for the phone.
- Network monitoring system (e.g., Nagios, SolarWinds, or PagerDuty)
- Zapier or Make.com
- Twilio (mass customer SMS alerts)
- Statuspage.io (service status updates)
- Mailchimp or email (outage and restoration notices)
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
Without automation, this falls entirely on a network operations center manager, who has to track every step by hand across emails, spreadsheets, and sticky notes. It's the kind of work that quietly eats hours every week.
With this automation
- Status updates triggered by real milestones in your systems
- Support requests routed to the right owner with full context
- Escalations when a response deadline is about to slip
- Fewer inbound status calls for your front desk
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