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- The customer operations team sends out operational campaign emails using Adobe Campaign Manager. On average, they send 3 to 5 campaigns per month, with a minimum of 2 campaigns dedicated to WaterFix. While response to issue emails must be sent as soon as possible, marketing emails do not have a strict deadline. It has been noted that there has been an uptick in the number of eBill MyAccount issue campaigns sent out, exceeding the usual number of 2 per month.
- We don't trust the data in ACM. It's in the wrong format or just wrong
- The data we need isn't in ACM. E.g. Direct Debit customers, people who received their bill on a certain day or owners who don't live at the property
- Once we accidentally sent emails to deceased estates because we didn't have a query to exclude them
- Even if the data was in ACM, we don't know how to get it since we're not experts and we don't know who is
- We need to manually copy and paste each column separately with thousands of rows. No formatting or spaces allowed, which we can't see with the naked eye. This takes so long and too much room for error
- There is a huge privacy risk. We already had a minor privacy breach and sent emails to someone with another person's details because the spreadsheet rows are out of whack
- Every time we follow this manual data import, a new customer record is created in ACM. Now we have duplicate customers
- We can't preview the campaign email with live data before sending so we send lots of test emails to make sure the campaign renders correctly
- If we have issues designing the campaign, we don't know who to go to. We don't have an Adobe Campaign expert in Sydney Water or DXC
- I just email everybody because I'm not sure who can help with this specific issue
- I feel like I'm hassling the tech team when I need help because there's no agreed support process
- This takes a long time, back and forth, and is entirely over email
- Some DXC support staff respond in a few hours, others take a few days. We don't have SLAs for urgent issues
- Someone will respond confirming their system is/isn't the problem and then ask someone else to investigate
- It's not clear what Sydney Water is expected to do and what DXC is expected to do. I don't feel comfortable updating the workflow, but Naveen says it's my responsibility
- I don't want to introduce yet another manual workaround. I want the original issue to be addressed
- Business Connect is the formal process, but it just disappears into a queue and we don't get a response. So I was instructed to just email everyone with the ticket number
- I asked DXC to fix the issue in both environments and to fix the original template, but this took a long time back and forth as they weren't on the same page as me
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