Transactional Open Rate Down 40%, Fixed in 3 Hours

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  • January 22, 2015

CASE STUDY

Problem

SPF record typo causes transactional email open rate at Gmail and other ISPs to drop by 40%

Solution

3-week old problem identified and solved within 3 hours of Email Copilot being enabled.

Justin Parterno | President

“Had we known about this SPF issue when it actually happened 3 weeks earlier, we would have saved countless hours researching the problem and dealing with dissatisfied customers.  This is a no-brainer.”

HOW WE SOLVED IT SO QUICKLY

Our technology in action:

What we do that others cannot…

Direct access to ISP-response codes in real-time.

Because we have direct access to your raw ESP + ISP data, we don’t have to wait for opens and clicks to deteriorate, 3rd party tools to trigger lagging notifications, or a manual process.  We see the problem immediately.

Re-categorization of bounce codes to eliminate noise, and get to the problem quickly.

Only a very small handful of SPF-specific bounce codes were actually correct. Our system patched together the others so the SPF alert triggered immediately.  Some samples of these codes shown to the right.

Messy bounce codes:

Note the “?” that we had to properly re-categorize.

5.7.1 (undefined status) SPF SMTP Sender: check failed for IP X.X.X.X/domain.com
550 g_spam_allow_disable SPF or RBL failure – see http://netwinsite.com/spf.htm
550 SPF: X.X.X.X is not allowed to send mail from domain.com
550 SPF NONE to fix click
551 5.0.0 Rejected look at http://www.openspf.org/why.html
552 SPF forgery: Please see http://www.openspf.org

WE LET THE DATA DO THE TALKING

Here’s the raw data…

Feel free to poke around and look at how each ISP responded to this SPF issue.  Gmail clearly was the least happy, but you’ll notice spikes and other anomalies at every other ISP.  All of them smooth out once the problem was resolved.

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