What is the Custom Request Phase

The Custom Request Phase is the period – soon after your Optimove site launch - where your onboarding team, including your data team and PM, are available to support post-launch fine-tuning of Optimove.

The purpose of this period is to validate and amend the initial data sets for the first campaign sends are available, KPIs for campaign measurement are available and overall, the data presented in the instance is valid.

Post Custom Request Phase, and through the lifetime in Optimove, updates, and data change requests will be supported by the BAU (Business as Usual) teams (see Post Custom Request Phase section).

The Custom Request Phase

When does the Custom Request Phase start and end?

The Custom Request Phase starts right after the Site Presentation meeting and includes one sprint for gathering data requests, by the client, and then - the implementation of relevant updates, by the Optimove data team.

Which phases does the Custom Request Phase include?

Two weeks for the client to review the Optimove instance and record any comments, questions, or changes that should be applied to the instance.
A change requests meeting with the client, the CSM, the PM, and the relevant DS – to go through the list of items recorded. In this meeting, it will be decided which fine-tuning changes are required for the Custom Request Phase. Further changes will be made after the Custom Request Phase.
Two weeks preparing the required data changes, testing them, and implementing them in production.

How do we collect data update requirements in the Custom Request Phase?

Right after the site presentation, your project manager will be sending out an email notifying you that the Custom Request Phase has begun. In the email, you will receive a link to a shared document where you will be recording your requests for data-related changes during the two weeks window. This document will be reviewed at the Custom Request Phase request review meeting.

Data Validation and Acceptance

What Should We Look at During the Custom Request Phase?

To maximize the efficiency of your Custom Request Phase we do recommend scanning the following sections in your Optimove instance. Please make sure to reach out to your CSM for assistance and guidance if needed.

Your Dashboard KPIs

The Dashboard KPIs reflect the state of the business looking at the most important metrics for your business. A few basic metrics are added by default, you have the option to add more KPIs if it has value to you.

Campaign KPIs list

Campaign KPIs is the metric you will have available for the measurement of your campaign effectiveness. What are the most important campaign performance metrics you look to Optimize?

List of customer attributes

The customer attributes available in Optimove, will allow you to build segments, analyze audiences, use them for campaign personalization, and more. Reviewing the full list of attributes, making sure you have the most important ones available, and validating the calculations, is the most important phase of your Custom Request Phase.

Activity & Purchase history metrics (to support desired use cases)

Activity History selection criterion allows you to build flexible Target Groups based on any behavioral metrics, for any timeframe. Ensure you review the metrics list to identify any gaps.

Purchase History selection criterion allows you to build audiences based on the historical purchase of a specific product or product categories. Best to use for up-sell / cross-sell campaigns, recommendations, and more. Make sure to review the Activity Type and attribute list to identify any gaps.

TG Sanity check (list of TG to be defined by CSM)

Once you go over the full attributes list, you can start building audiences. We highly recommend starting with a few basic criteria and validating the numbers the TG query returns.

Custom Request Phase Scope

The following data change requests are a part of the Custom Request Phase scope:

1. Adding KPIs to your KPIs dashboard and the campaign KPIs list.

2. Adding additional attributes to your attribute list.

3. Adding additional dimensions to your Purchases & History activity.

4. Changing specific attributes, logic, or calculation.

The data change requests below are not part of the scope of the Custom Request Phase and will require a separate scope project:

1. Customer model (Lifecycle Stages and Segmentation Layers) cannot be modified

2. Dashboard historical updates

3. CID changes

4. Currency change

Post-Custom Request Phase (BAU)

All data change requests following the Custom Request Phase are done by the Data Integration team, within pre-defined SLAs. A thorough handover is held between the assigned data analyst and the data integration team.

Complex changes such as platform migration, Customer ID change, and massive historical data updates, as advised by the Optimove team, will require scoping and effort estimation, to also determine timelines.