When you are evaluating whether a customer should or should not have received a certain communication, it is important to check a number of things that can affect the flow of communications from Core iQ. While data can be extremely variable, answering the following questions can help both your team and ours in answering the question of why a certain set of customers didn't receive a communication.
Please ensure that you can answer the following items before reaching out to us:
How long ago was the communication supposed to be sent?
The further we are from this date, the harder it is for us to evaluate why a customer didn't receive an item. Core-level data could have changed since that time which now qualifies a person for an audience they previously didn't qualify for. Core iQ can be updated in that time as well, allowing for new people to qualify for an audience after a change.
Does the individual fall into one of the global exclusions that are setup in admin, or excluded by way of a particular criteria on the audience itself (ex. nonbusiness only, over 18 etc.)?
These sorts of exclusions can keep items from ever queuing up in our platform. Auditing what exclusions are present on the audience and in the Report & Communications Exclusions area, under the Admin section, is important. Also, check the customer's profile for any core-mapped exclusions that might affect a communication type.
Did you check the communication history at the bottom of their Customer profile using the 'Any' filter?
It is always possible the communication was correctly queued, but was removed by the system for violating some constraint such as a template-level restriction or some other Core iQ check.
If it was an automated message, did the customer receive other communications from that audience?
This can help narrow down whether a person missed a single communication from an audience or all items from an audience. That second option can mean that the person didn't qualify for the audience at all for one or more reasons outlined above. If they missed one item but received others in the audience, that can point to issues of when and how they qualified for the audience, which sometimes leads to issues that need to be resolved in core data and timeliness of items coming into Core iQ.
Does the customer have other items that have failed for some reason?
If you see a pattern around the time of the missing item that shows your core-level data for that customer may have been different, this can point to the issue. Did the customer have a different address at that time? Were they missing an email address until recently? Did other items fail because of a malformed city or state? These sorts of issues can point you in the right direction.
Is there a pattern in the missing communications (if more than one is present)?
- Are they all from the same Branch?
- Are they all of the same account service/type?
- Did they open on the same day of the week, for example Fridays?
- Are there instances where more than one qualifying account was opened same day?
- Is there a defined time period in which you are seeing the missed communications (For example, "the week of July 7-12, 2019")?
- Are the customers in question primary on the account, or secondary relationships/signers?
- Are the communications set to queue 1 Day After a trigger event?
- Could there be a delay in the data coming to us in the files (i.e this can occur with certain types of loans and account closed on Fridays, wherein the data doesn't hit the system until Monday or Tuesday of the following week.)
Was there any record of a system issue during that time frame?
Communications can occasionally be impacted by system downtime. Have there have been instances throughout the year where the system didn't import for a few days because of server issues, or where old files were importing into Core iQ? If this is case, we sometimes see that by the time the new data has hit the system, it could be past the window needed to automate messages based on things like a customers' open dates, and thus could get skipped when the system came back online.