1. How the Enterprise Does Social@Scale
The 6 “Must Haves”
for Any Enterprise
Social RFP
1. Multi-Channel Management
2. Cross-Functional Capabilities
3. Scalability
4. Social Governance
5. Customized Reporting and Analytics
6. Rapid Product Enhancements

2. 6 “Must Haves” for Any Enterprise Social RFP
Must Haves
If your organization is serious about enterprise-wide Social, the following 6 capabilities are non-negotiable.
1. Multi-Channel Management
We require a single platform to manage inbound and outbound communications on all of the primary social platforms.
Please explain how your tool would allow us to view and manage all comments across all channels.
Please expand on your answer by clarifying how your platform’s native architecture is designed
to support new channels and networks as they arrive and your capability to support international networks.
Finally, please provide evidence that your platform was designed originally to support multiple channels instead
of being modified from a single use tool (e.g. Twitter client).
2. Cross-Functional Capabilities
Our social solution will require teams from different groups (e.g. Marketing, PR, HR, Customer Service) to seamlessly
coordinate, collaborate, and track communication in a single platform to ensure consistent and timely communication
with our community.
Please explain how your product provides the capability to support collaboration among multiple
functional units.
Please explain how you are able to accelerate response times with automated, customizable, and flexible rules,
filters, actions, and alerts to deliver messages accurately and timely to the right person, team, department,
or function.
Finally, please demonstrate your capability to track issues through to resolution anywhere in the organization
with automated and/or manual workflow options, multi-group or individual routing, queues, notifications, and
escalation procedures.
3. Scalablility
We expect that additional regions, sub-brands, and business units will be brought on board across a dispersed set of
customer engagement points across geographies, time zones, and languages.
Please explain how your solution encompasses Natural Language Processing to manage large volumes of
inbound communication and how the technological architecture of your solution is built so as to ramp up during
times of peak usage.
Please further clarify how you support rollouts on a global basis to users in multiple countries and multiple
languages. Evidence of past deployments is welcome.
4. Social Governance
We expect the amount of social communications to continue to grow at a rapid pace and we anticipate an increasing
number of employees engaging in social. We are focused on ensuring that our brand communications are unified and
consistent.
Please explain how your platform enables global governance of user access, permissions, approvers, and
centralized password management across multiple channels, teams, groups, and divisions.
Please also explain how your platform offers governance capabilities such as audit trails, approvals, digital asset
management, scheduling, global content calendaring, and global template creation with the ability to lock-down
specific content areas.
Continue...
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3. 6 “Must Haves” for Any Enterprise Social RFP
Must Haves (continued...)
If your organization is serious about enterprise-wide Social, the following 6 capabilities are non-negotiable.
5. Customized Reporting and Analytics
We plan to support a diverse set of users who will be analyzing different parts of the business.
Please share how your platform is able to measure engagement, message dispersion, response times, and
change management.
Please explain how your tool integrates with other existing analytics tools.
Please further explain if your platform is able to categorize and organize outgoing messages within a database
for detailed analysis by campaign, product category, keyword, etc.
Finally, please explain how dashboards are created within your system, what metrics can be applied, and if they
can be shared among multiple users.
6. Rapid Product Enhancements
As new trends, tools, and websites continue to be launched, we require a platform and a partner that moves at the
same pace as the industry.
How often are new product features released?
What role do client partners play in selecting and prioritizing enhancements?
Does your platform support custom development? If so, please explain your process and costs for customer-
specific enhancements.
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