Protecting Brand Reputation with 24/7 Digital Monitoring
One of Odetta's long-term clients, an outsourcing services provider, is a well-respected strategy consulting firm specializing in marketing to a global giant in the telecommunications industry known for its ability to connect millions of customers worldwide with cable television, internet, and telecommunications services. This telecom giant operates in a fiercely competitive industry where safeguarding network security and identifying potential threats are paramount.
Client’s Network Security Challenge
The telecom company encountered a significant hurdle when monitoring its networks and identifying potential threats. As it operates on a massive scale with highly intricate operations, there was an immediate and critical requirement to promptly detect and address potential threats. This challenge included monitoring various threats on social media platforms within their network.
Employing the Human Loop into Our Solution
To solve its monitoring issue, the client sought Odetta's expertise. Our team devised a comprehensive solution. We established a dedicated team comprising 14 individuals working around the clock in shifts, 24/7. Utilizing specialized software solutions, this team monitors the brand’s network for potential threats and issues. Odetta leverages the Social Listening platform Sprinklr to filter the data only to include the most relevant mentions based on priorities identified by the client, format the data into a specific Airtable template, and post it in the real-time alerts slack channel based on which all the departments proactively resolve concerns.
Why Automation Was Not Feasible
Automating this process was not considered a viable option due to the critical nature of the monitoring task. The risk of erroneous threat detection was deemed too great, and human expertise was essential to ensure precise and timely threat identification. Our core team's ability to adapt to evolving threat landscapes and respond effectively to emerging risks was pivotal in relying on manual monitoring.
Sharing the Successes of Our Collaboration
Implementing the "Human in the Loop" monitoring team, in tandem with using Sprinklr, Airtable, and Slack, delivered remarkable outcomes for the client. Odetta's team made significant improvements in the first six months of operations. Threat detection and response times have been reduced by 90%, ensuring issues are addressed within 10 minutes. Additionally, 100% of potential P2 and P3 flags are posted within an hour. Our 2023 goal of flagging 95% of high-priority issues within 30 minutes has been achieved, instilling greater customer trust through improved compliance with industry regulations.
Why Odetta?
This case study shows why Odetta’s personalized solution best fits the client's monitoring point challenges, leading to substantial improvements in network security and operational efficiency.