Outage Notification & ETA Update System
A done-for-you telecom automation built for the Customer Experience Manager, connecting Twilio, Mailchimp, and Google Sheets so the work below happens on its own.
What this automation does, step by step
The moment the network monitoring platform flags an outage in a specific service area, this automation cross-references the affected node or circuit against the customer address database and instantly identifies every account inside the impacted radius.
Within minutes, affected customers receive a text and email notification acknowledging the outage and giving an estimated restoration time pulled directly from the NOC's ticket.
As field crews update the ticket with a revised estimate, every notified customer automatically receives an updated message rather than being left on the original estimate.
Once the ticket is closed and service is confirmed restored, a final all-clear message goes out to the same list.
The customer experience manager no longer fields hundreds of "when will this be fixed" calls during an outage, because customers already know before they pick up the phone.
- Network monitoring platform (e.g., SolarWinds or Nagios)
- Zapier or Make.com
- Twilio (mass SMS notification)
- Mailchimp (email notifications)
- Google Sheets or BSS platform (affected address lookup)
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 a system in place, a customer experience manager has to manually chase down updates, send reminders one by one, and hope nothing falls through the cracks. None of it is difficult, it's just slow, repetitive, and easy to fall behind on.
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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