Customer.io Agency
BMO Media is a Customer.io agency for consumer apps and telehealth brands. We build on Customer.io to run event-driven journeys across email, push, SMS, in-app messages and webhooks, starting from the events your product already sends. Step one is a free audit of your tracking plan and journeys, yours to keep whether or not you hire us.
What we do
Why a Customer.io specialist, not a generalist
Customer.io starts where your product does. Every journey runs on events your app or backend sends: account created, intake submitted, plan started, payment failed, order shipped. That is why it is the platform we reach for first with consumer tech and telehealth brands, and why so many accounts underperform. The messages are rarely the problem. The data underneath them is.
The pattern we inherit: one event named three ways by three engineers, journeys triggered on page views instead of product state, transactional and marketing messages mixed in one workflow, and no holdout anywhere. In telehealth, add unreviewed claims and push previews that show health details on a lock screen.
Customer.io serves 11,000+ brands (customer.io homepage, October 2026), and in its own survey 68% of 600+ brands said they were likely to hit their 2025 lifecycle goals (Customer.io State of Lifecycle Marketing Report 2025, March 2025). Likely is not the same as hit, and in our audits the difference is usually the tracking plan.
So a specialist writes the event spec with your engineers before a single journey. That is how we run Fridays, a GLP-1 telehealth membership, on Customer.io: we build the lifecycle email program, including checkout recovery for a regulated product with every claim footnoted, and helped grow monthly active patients 20x over two years.
What's included
What we do inside Customer.io
Tracking plan audit: every event and attribute your product sends, which journeys use it, which fire late or twice, and which product moments send nothing at all.
An event spec written with your engineers: names, properties and the exact moment each fires, so a journey triggers on plan_started from your backend, not on a thank-you page view.
Activation journeys from sign-up to the first key action, branching on what each user has and has not done, with Customer.io in-app messaging placed where the user already is, not in an inbox they check weekly.
Checkout and intake recovery for subscription and telehealth funnels, timed to where the user dropped off, with copy reviewed and every claim footnoted before launch.
Renewal, failed payment and win-back journeys keyed to billing events, run as part of our subscription retention work.
Customer.io transactional emails (receipts, shipping updates, password resets) kept apart from marketing and strictly to service content, because they reach people who opted out of promotions.
Customer.io push notifications with deep links and privacy-first copy: the notification says something is ready, a logged-in screen says what. Our push notification service covers opt-in.
Webhooks out to your own systems, for example to flag a member for care team follow-up or update your CRM when a journey step fires.
Customer.io features we lean on
Journeys: Customer.io's automation product, triggered by events or segment entry, with branches and waits that check product state at every step instead of trusting what was true at entry.
Visual Workflow Builder: the one view engineers and marketers can both read. We name every branch after the event it waits on, so your team can audit a journey without us.
Design Studio: email templates built from reusable components, so a disclaimer or footnote block is written once and updated everywhere it appears.
Agent: Customer.io's built-in AI agent, which drafts copy and builds segments and journeys from a plain-language brief. Nothing it produces goes live without a check against the tracking plan and, for telehealth, a claims review.
Email, push, SMS, in-app and webhooks in one workflow. Customer.io sent 64 billion messages across those channels in 12 months (Customer.io CEO note, October 2025).
Transactional messages in the same workspace as marketing journeys, sharing their data but never carrying promotional content.
Fix the event spec before switching on anything else. Every feature above depends on it, and fixing events later means building journeys twice.
When Customer.io is the right platform
Customer.io is the right call when your product generates the signals that matter, and the wrong one for some stores.
Platform | Best fit | Where it falls short |
|---|---|---|
Customer.io | Consumer apps, subscriptions and telehealth, where product events drive the lifecycle; its docs say you can request to execute a BAA | Results track the quality of your tracking plan; fewer prebuilt ecommerce flows, so store-led brands do more setup |
Braze | Mobile-first apps at large scale needing real-time in-app, Content Cards and push from one journey | Heavier implementation and quote-only pricing; its published BAA covers PHI only in a designated HIPAA account on a HIPAA-eligible instance |
Iterable | Cross-channel journeys with Catalog-driven personalization for email-led brands | More catalog machinery than an event-led app needs; for health data, confirm BAA terms with Iterable directly |
Klaviyo | Shopify ecommerce, with orders and catalog native to email and SMS | Its Acceptable Use Policy prohibits sending health information, including PHI, so patient journeys belong elsewhere |
For a growth-stage subscription app or telehealth brand with an engineer to spare, Customer.io is usually where we build. When real-time in-app becomes the main surface at scale, compare our Braze agency page; when catalog-driven email leads, see our Iterable agency page.
Results
Results from our app and telehealth programs
Fridays runs on Customer.io and Centr on Braze. Centr's figures are published on its case study.
Fridays, GLP-1 telehealth membership on monthly plans, on Customer.io: we helped grow monthly active patients 20x over two years. We build the lifecycle email program, including an abandoned checkout email our site describes as checkout recovery for a regulated product, with every claim footnoted.
Centr, fitness app and membership, on Braze: onboarding, win-back and cart recovery journeys, with email, push and in-app messaging aligned. Improved onboarding flows lifted trial-to-paid conversions 20%, and the program drove $1.9M+ in CRM-attributed revenue during the BFCM season alone.
Both are product-state lifecycle work: messages that follow what the user did, not the calendar.
Process
How we work in a Customer.io account
Audit, week one: workspace access plus your event list. We trace each journey back to the event that triggers it, flag duplicates and gaps, check that transactional and marketing messages are separated and subscription preferences honored, and return the three biggest leaks with what each costs. You keep it.
Scope: we write the tracking plan with your engineers, event by event, and agree which journeys wait on which fixes, written as tickets your engineers can ship in a sprint. For telehealth, we also agree the claims review path with your medical or compliance reviewer before any copy is written.
Build in revenue order: activation and checkout or intake recovery first, then renewal and failed payment, then win-back. Each journey launches with a holdout, and exits fire the moment the user completes the action, so nobody is reminded to finish an intake they already submitted.
Report monthly: conversion by journey against holdout, trial-to-paid and renewal by cohort, messages per user per week, event health, and what changes next, with the attribution window held constant and open event fixes listed.
Who it's for
Who our Customer.io agency works best with
Consumer apps, subscription products and telehealth brands with an engineer who can ship event changes, especially teams that pay for Customer.io and only run a welcome email from it. Also brands choosing their first lifecycle platform that want the data right before the first send. Telehealth teams get journeys where messages point to a logged-in portal rather than carrying health details, all inside your own legal and medical review.
We are a poor fit for Shopify stores with no app or account product, where Klaviyo fits better, and for teams that want copy without touching the data. Book a Customer.io audit and start with the tracking plan.
Frequently asked questions