Blackout Almanac
Learns each customer's untouchable days from their words, and keeps releases off them.
The job
Keeps risky changes off the days that matter most to each customer, such as payroll, month-end close, audit week, holiday hours or Black Friday, learned from what customers said. Shows customers the vendor remembered.
The moment
The change approval board is about to approve a software release for the 25th.
The customer calendar turns that date red: it is payroll day for 31 customer accounts, each linked to the ticket where they said so, including one from the release that broke payroll last year.
The release moves to the 27th, and for the first time in a year the 25th passes without a payroll ticket.
A week before the holiday season, a client's IT director replies to a reminder card: "you remembered our holiday hours; nobody has done that before."
What it does
- Confirm or reject a learned blackout day
- Request a CAB reschedule
- Send pre-change notice
- Record a freeze window
- Send remembered-days cards
What you see
Calendar almanac per account and portfolio with a release overlay, a CAB conflict sheet, and a customer-facing 'we remembered your blackout days' card.
What it moves
Incidents on customers' no-change days each quarter, and the share of planned changes landing on a confirmed no-change day.
Built for
- Executives & leadership
- Account management & sales
- Contact-centre operations
