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Publicly listed on BSE · ISO 27001 & SOC 2 Type II certified
Publicly listed on BSE · ISO 27001 & SOC 2 Type II certified
CASE STUDY
They’d just started a new division to provide reputation management services to professionals and small businesses. Soon, they needed to scale and outsource to different countries worldwide. Although they did have a team in Indonesia writing social media marketing posts, they wanted to diversify.
In 2015, they reached out to us. The client was looking forward to working with a technically sound agency familiar with social media marketing concepts. They needed to protect their client’s personal social media assets which are sensitive and confidential, so they wanted to work with trustworthy people. And, of course, they wanted affordable, fast and error-free service.
It was important to the client that we maintain the high quality of work and follow their guidelines. They also requirement that we use VPN so that their clients don’t get login notifications from Indian IPs.
Google, Facebook, Twitter and Linkedin asked for phone number verification for every new asset we created. To overcome the phone number verification challenge in bulk was difficult, especially because the client wanted to hands-off the entire process.
We had to acquire knowledge on VPN and its relation to different social media sites. Because using a VPN gives us a slower internet connectivity, we had to learn to get consistently better connectivity and execute the work on time.
We experimented with several products and eventually purchased specific equipment to guarantee that we were always connecting with a local American IP. We had to make it a habit to use different IPs and clear caches and cookies for every client.
Allocation and monitoring of project can always be a challenge, especially because monitoring must stay consistent in order to find immediate solutions.
We used Basecamp as the project management tool to handle tasks and day-to-day communication. There were many notifications from basecamp every day, so the project manager had to check in on 100 - 150 projects every day.
The client’s account team would occasionally pause without notifying us. Checking them on time and conveying the message among the team members is also a tough task as there are 250+ projects in the dashboard.
Occasionally, there would be issues that required instant attention. To facilitate such a real time collaboration, we created a Google Hangout group where we added all the client’s project managers, so in case of an urgency they could contact us there and we could take immediate action.
We have created an online daily work tracking sheet where we can access every day’s work and prepare reports when needed.
To keep documentation and project communication more organized and structured, we agreed to maintain project communication using Basecamp, rather than email communication. As the the project volume increased day by day, we added more people in the team to run the work smoothly. Currently, a total of ten experts are working on multiple projects.