Social media enabled and custom designed contact management system.

Sutherland conducted an extensive research exercise, leveraging both human and artificial intelligence, that identified, validated, segmented, and prioritized 1,350 key online communities. Our technology and subject matter experts then captured data feeds for these sources, and integrated them into a custom-designed single contact management system. Contacts were filtered for language, relevance, subject matter, and priority and were routed into corresponding response specialist groups. To build trust within online communities, the following steps were taken:

1. Response specialists were trained extensively in all supported products, with weekly refresher training sessions and dedicated lab time
2. Prior to engaging within a new community, forum administrators and moderators were contacted to explain its intentions and objectives, and worked directly with forum officials to understand guidelines
3. To build trust and establish Sutherland specialists as genuine community members, response specialists were instructed to spend a specific portion of their time engaging with the community

Additionally, Sutherland staffed a dedicated reporting specialist to sit directly with the service delivery team to gather qualitative insights to augment quantitative social and customer relations management data, and to produce both standardized and ad hoc reporting. The reporting specialist worked with the client to implement a link tracking methodology, which allowed us to capture data around web traffic generated towards client knowledge base articles.