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Data Loss Prevention (DLP)
             and
Social Media Monitoring (SMM)
          Workshop
                                Alexander Zarovsky
                 Chief Business Development Officer
                                         InfoWatch
Who We Are
  Group of companies founded in 2003 as the spin off of
  Headquarters: Moscow City / Russia, Subsidiary in Germany,
  actively present in Middle East (UAE, Saudi Arabia, Bahrain, Qatar, Oman)
  Global Partnership Alliances in Russia & CIS, Asia, Middle East, Europe
  and South America
  8 years of experience in data analysis and information control,
  over 150 successful projects in enterprise segment
  Focus on:
     Data Loss Prevention
      & Protection (DLP)
     Intellectual Property Protection
     IT Security Risk Management
      and Compliance
     Social Media Monitoring (SMM)
      and Reputation Management
Selected Customers
Digital Assets of a Company
Information is often the most valuable asset of a company
Data Leakage / Misuse Trends




                               Problem awareness
                                   is growing
Data Leakage / Misuse Trends
           900


           800


           700


           600

                                                                                2006
           500
                                                                                2007
                                                                                2008
           400
                                                                                2009
                                                                                2010
           300
                                                                                2011

           200


           100


             0
                   2006   2007       2008       2009      2010       2011
 Number of leaks   198     333       530        747        794       801


Number of leaks occurred at organizations, that were subsequently published in mass media
2011 Worst Incidents in Numbers
            Sony Online Entertainment
            Size: 101 million user accounts
            Type of Data: name, home and e-mail addresses,
            login credentials, some credit card information


            Epsilon, Alliance Data Systems
            Size: Unknown; 60 million records estimated
            Type of Data: e-mail addresses, some names


            HBGary Federal
            Size: 60,000 records
            Type of Data: corporate emails, presentations, client reports


            WordPress
            Size: Unknown, 18 million records estimated
            Type of Data: source code, API keys, passwords
Inadvertent or Intentional?
               2010                                           2011
Accidental leaks      Intentional leaks   Accidental leaks           Intentional leaks
Unspecified                               Unspecified

               5%
                                                        15%




                                                                          43%

       42%                53%



                                                  42%
Data Leaking Channels
                             2010        Unspecified                        2011

                                         Laptops, smart phones

                   5.0%   5.0%                                                   6.6%
         2.0%
                                         Personal computers

                                                                                          16.2%
                             12.0%                                        8.5%
                                         Removable media
       20.0%
                                                                                                   9.6%
                                         Web
                                                                  19.1%

                                 25.0%
                                         E-mail                                                   13.9%
7.0%
               16.0%
                                         Paper documents                          13.6%
                                                                 6.2%

                                                                                                  6.2%
                          8.0%
                                         Spare copy media



                                         Other
Data Leaks by Industry Segment
                 2010                                      2011

            2%                                        4%



      12%
                          Commercial leaks                              Commercial leaks


                                               31%
16%                       Governmental leaks                      45%   Governmental leaks



                          Educational leaks                             Educational leaks
                    70%

                          Unspecified                20%                Unspecified
Which Sensitive Data are Leaking Out
                      Types of Leaks, 2011
                       3%   2%
                 3%




                                                      Personal data
                                                      Commercial secret
                                                      State secret
                                                      Unspecified




                            92%




   Personal data keeps a leading position in announced incidents
World Data Leaks Trends
 Forecast
    Hardly probable registered data leaks growth in English speaking
     countries. Possible decline.
    Growth of data leaks incident amount and probability increase
     of their overseas disclosure
    Gradual adoption of mandatory leak incident notice worldwide

 DLP technology adoption by country
    Mass adoption: USA, Great Britain, Australia
    Emerging adoption, rapid growth: East Europe, Asia, Middle East
    Careful reconsideration of data security practices in favor of DLP
     in Western Europe as a result of legislation amendements
Social Networking Challenge
Reputation is the Key
DLP Marketing vs. Reality
  The market is immature and forced by leading vendors
  More technologies doesn’t protect you at 100%, while more
  security policies doesn’t mean that you’re getting a better data
  protection
  Company needs a mixture of technology and methodology
  for working with its information assets
  Data classification is still an issue
  Remote access to business applications is not completely
  secured by DLP, but is highly required
IT Security Risk Management
vs. DLP and SMM
  Mitigating information security risks with DLP toolset
  Forensics, investigation of incidents and retrospective analysis
  Reputation management with social media monitoring
DLP Business Processes
Challenge and manufacturing
   Product design

                                                                      Suppliers
Manufacturer
                        Highly proprietary intellectual
                        property, product designs
                                                                      Partners

     Healthcare

                       DLP solution that blocks access              Healthcare
    Doctors
                     or quarantinesscans, other medical
                         Digital X-ray, CAT
                                            sensitive information   providers

                    creates a barrier, interrupting the flow
                         information

                        of data or blocking it altogether
     Real estate                                                   Homebuyers
                                                                    and sellers


 Mortgage
 lenders                                                            Real estate
                          Real estate transaction documents         agents
InfoWatch DLP Architecture
InfoWatch DLP Technology Circuit

                                                          Decision
  Interception                  Analysis                                       Storage
                                                          Making

• Software agents       Data Analysis                     • Allow        • Centralized
  at employees’                                                            unchangeable
  workstations          • Formal attributes               • Block          archive
                          (sender/recipient
• Gateway Traffic         attributes, file digital        • Further      • Responsibility
  interceptors            hash, etc.)                       processing     zones management
• Server-side         • Content                                          • Monitoring of
  plug-ins (e.g. OWA)    • Linguistics including Arabic                    current actions
                           • Digital fingerprints
                                                                           with sensitive data
                           • Templates                                   • Retrospective
                           • OCR                                           analysis and
                                                                           investigation
InfoWatch DLP Lifecycle


     Pre-DLP                  DLP              Post-DLP

• Information          • DLP software     • Qualified digital
  security audit         implementation     evidence
• Information assets   • Software           collection
  classification         adjustment       • Internal
  on the fly             in accordance      investigation
• Regulatory             with customer
                         approved           assistance
  documents
  development            regulations      • Legal proceeding
                       • DLP system         against violator
                         maintenance
InfoWatch CrypKey DRM as DLP add on
  Sensitive documents are encrypted as they leave your organization
  Only intended users outside of your organization can view
  the document/file and only if you provide them with a Key
  The Key you provide limits the rights of the end user and the amount
  of time you authorize a document’s lifecycle
  The use of the document/file is locked to the end-user computer
  Documents remain encrypted so the risk of copying and sharing
  without your authorization is eliminated
InfoWatch CrypKey DRM Key Features
 Highly Secure
    Uses same encryption level as bank transactions
    Document use is locked to end-user computer

 Rights Management
    Printing can be blocked
    Copy/Paste and Screen Capture can be blocked
    Use of document can be time or use limited

 Document Management
    Back-end activation server used to manage document use
    Receive alert when document is activated

 Application
    PDF, PPT, XLS, DOC and many other file types
InfoWatch CrypKey DRM – How it Works
InfoWatch DLP Technology Advantages
    Preloaded industry-specific rules, policies and reports
    Forensic Storage for automatic data classification and incident
    investigation
    Gateway and endpoint components for traffic management,
    device control and transparent data encryption with DRM
    Robust proprietary data analysis technologies:
    linguistics, OCR, templates analyzer, file header analysis, etc.
    Securely managed remote access to corporate infrastructure
    Proven enterprise-grade scalable architecture
    Support of up to 20,000+ users in one Data Center
InfoWatch DLP Compliance Enabler
    Forensic storage (archive) and investigation tools
    Control over the information flow with sophisticated real-time
    and historical reports
    Data security with encryption, IRM & DRM
InfoWatch DLP in Large Enterprise Topology

        C o n fig u ra tio n
             R u le s
                              A le rts
                        F o re n sic D a ta




 Shadow Copies




                                              Device Monitor
                                              Print Monitor
                                              CryptoStorage
Social Media Monitoring:
Where Reputation is Built and Lost
 2 000 000 000 Internet users worldwide
  900 000 000 in Facebook
  300 000 000 in Twitter

 Social media is #1 activity on the Web
  91% of online adults use social media
    in a typical month

 Social media are websites which content is created by users:
 blogs, microblogs, forums, social networks, media portals, etc.
 In social media people share opinions (especially negative) about
 everything, including brands, services, actions, etc.
Facebook Statistics
Usage in Middle East Countries
# in global                                                          Growth                  Growth %        Penetration
                       Country             No of Users
   rating                                                       in last 6 month           in last 6 month   in population
     21.                Egypt               11 447 040              +985 360                 +9.41%           14.22%

     29.              Pakistan              6 945 140               +534 320                 +8.34%            3.92%

     32.           Saudi Arabia             5 239 040                +92 880                 +1.80%           20.36%
                    United Arab
     48.                                    3 075 840               +168 140                 +5.78%            61.82%
                     Emirates
     56.               Jordan               2 458 720               +233 300                 +10.48%          38.38%

     62.                 Iraq               2 086 280               +432 640                 +26.13%           7.03%

     86.               Kuwait                 771 400               -126 700                 -14.10%          27.66%

     89.                Qatar                 698 540               +217 240                 +45.13%           83.07%

     103.               Oman                  485 060                +62 860                 +14.89%          16.34%

     111.              Bahrain                355 480                +9 280                  +2.68%            48.17%
Source: Facebook Statistics by Country by Socialbakers, Sep 2012
http://www.socialbakers.com/facebook-statistics/?interval=last-6-months#chart-intervals
Facebook Statistics
Usage in Southeast Asia
# in global                                                          Growth                  Growth %        Penetration
                       Country             No of Users
   rating                                                       in last 6 month           in last 6 month   in population
      3.                 India              53 624 320             8 604 540                 +19.11%           4.57%

      4.             Indonesia              39 817 960               533 440                 +1.23%           16.39%

     16.              Thailand              16 399 820             2 176 160                 +15.29%          24.70%

     18.              Malaysia              12 818 680               452 920                 +3.66%           49.00%

     27.              Vietnam                7 185 380              4 011 900               +126.42%           8.02%

     51.             Singapore               2 801 900               197 520                 +7.59%           59.60%

     95.             Cambodia                 632 720                142 480                 +28.99%           4.29%

     98.                China                 552 920                107 160                 +23.95%           0.04%



Source: Facebook Statistics by Country by Socialbakers, Sep 2012
http://www.socialbakers.com/facebook-statistics/?interval=last-6-months#chart-intervals
What This Means for a Company
 People often share             57% customers
                                                           Online comments =
negative experience          start problem solving
                                                        direct customer feedback
and trust each other             on the Web *


                                                          Opportunity to develop
Corporate reputation       People expect interactive          market-leading
      suffers               communications online       products, manage services,
                                                             protect business


                                                             Company should
             Company should react
                                                            collect, analyze and
                 fast to claims
                                                              manage online
              and questions online
                                                                 comments



      Company should monitor social media in the internet

                                                       * According to a TNS research.
                                                       This ratio reaches 65% for people aged 25-34
Is Manual Monitoring Efficient?
 Web 2.0 environment
  Information volume is growing fast
  Information is spread instantly
  Unstructured data, informal spoken language

 Manual Reporting
  No QA & transparency: no idea of actual coverage and quality
  No options for direct customer interactions
  No instant information delivery and ad hoc reporting
  No integration with IT systems
InfoWatch KRIBRUM: the SMM Solution
Cloud-based system for social media monitoring and analysis
for reputation and customer experience management online
  Collects customer feedback in Social Media sources (forums, blogs, news media)
  Automatically analyses topics and scores sentiment (emotional attitude)
  Manages customer feedback processing workflow
  Generates sophisticated reports in real time
InfoWatch KRIBRUM: More Interfaces
InfoWatch KRIBRUM Vertical
Solutions

Retail Banking   Telecom     Airlines
InfoWatch KRIBRUM Features
Data Extraction Quality
  Searching all kinds of online media
  Spam and duplicates filtering out (up to 95%)
  Close-to-real-time monitoring
Automatic content analysis and sentiment scoring
  Industry-specific context consideration
  Automatic sentiment scoring: Positive/Neutral/Negative (80%)
  Automatic content categorization by topics
  Multi-language support (incl. English and Arabic)
  Competitive comparisons
  Audience identification: most active communities, brand advocates &
  critics, opinion leaders, geography and social demographics, and more
InfoWatch KRIBRUM Features
Customer Interaction Workflow
  Direct response to comments from the service console
  Direct links to comments with full text available within the system
Extensive Reporting
  Visual interactive reports, flexible data filtering for viewing
  Export to XLS, XML, etc.
Corporate Usage
  Multi-user support, role-based access model
  Cloud-based (SaaS) service
  No software installation, all functionality within a web browser
  API for integration with IT systems (BI, CRM, Call Center, etc.)
InfoWatch KRIBRUM for Top Management
 KRIBRUM is not only an efficient tool for sales & marketing and
 support teams, but also a means of control for top management:
   An objective comprehensive outlook at any moment:
    How customers perceive the brand, particular services, etc.
    What competitors are doing and how customers are reacting
    What goes on in the public information field

   Complete unbiased information,
   not distorted while being transferred
   through hierarchy levels
   Visual analytics easily available
   at any time right in web browser
InfoWatch KRIBRUM Case Study #1
  Goal: manage subscribers’ loyalty via improving
  customer support and communications in social media
  Start: January 2011                                                     The leading
  10 objects monitored:                                                telecom group
                                                                            in Russia,
     MTS + 8 other telecom operators + MTS mobile phones
                                                                      Eastern Europe
  Data collected and analysed by May 2012:                           and Central Asia
     Total 2 300 000 posts, incl. nearly 1 000 000 original posts
     Among them 850 000+ posts (350 000 originals) related to MTS
     Daily traffic: up to 4000 posts, including up to 2000 on MTS
      (with occasional peaks of 10 000 publications and more)
     Profiles of 803 000 authors of telecom-related postings
  System usage:
     Used by Department of service support in Moscow and Russian regions
     Several hundreds reply messages per day are posted online
     Team work with collaboration workflow is in place
  Result and plans:
  Customer is satisfied with the delivered quality, plans to expand
  the monitoring scope and integrate KRIBRUM with Call Center/CRM system
InfoWatch KRIBRUM Case Study #2
  Goal: improve customer satisfaction via listening
  to the Voice of Customer and developing
  direct communications with clients in social media                      The largest credit
                                                                                 institution
  Project start: March 2012
                                                                          in Russia and CIS
  Average data volume: 1500 - 2000 posts daily,
  50 000 - 60 000 posts monthly (on Sberbank and major competitors)
  Current usage – Customer Care service (PR department):
   Ad hoc research and analysis of online customer feedback:
         Satisfaction with the customer service in offices
         Regional differentiations in customer claims and requirements
         Product improvements expected by clients, etc.
   Direct responding to client’s questions and claims online
   Analytical reports to top management
  Vision and plans:
     Intensify the usage of monitoring data for loyalty management
     Involve regional branches into online activities (not just in HQ)
     Integration with corporate IT systems
Benefits from InfoWatch
  Securing corporate reputation and managing customer
  experience in social media
  Reduction of financial loss / increase of operations
  efficiency with effective IT security risk management
  and data leakage prevention
  Protection of digital assets & intellectual property
  Compliance with international standards
  (ISO, SOX, Basel III, PCI DSS and other)
Thank you!
                  Alexander Zarovsky
                  Chief Business Development Officer
                  InfoWatch
   Contact Info   +7 495 22 900 22
                  alexander.zarovsky@infowatch.com

                  www.infowatch.com




                  Dubai 2012

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InfoWatch - Data loss prevention (dlp) and social media monitoring (smm)

  • 1. Data Loss Prevention (DLP) and Social Media Monitoring (SMM) Workshop Alexander Zarovsky Chief Business Development Officer InfoWatch
  • 2. Who We Are Group of companies founded in 2003 as the spin off of Headquarters: Moscow City / Russia, Subsidiary in Germany, actively present in Middle East (UAE, Saudi Arabia, Bahrain, Qatar, Oman) Global Partnership Alliances in Russia & CIS, Asia, Middle East, Europe and South America 8 years of experience in data analysis and information control, over 150 successful projects in enterprise segment Focus on:  Data Loss Prevention & Protection (DLP)  Intellectual Property Protection  IT Security Risk Management and Compliance  Social Media Monitoring (SMM) and Reputation Management
  • 4. Digital Assets of a Company Information is often the most valuable asset of a company
  • 5. Data Leakage / Misuse Trends Problem awareness is growing
  • 6. Data Leakage / Misuse Trends 900 800 700 600 2006 500 2007 2008 400 2009 2010 300 2011 200 100 0 2006 2007 2008 2009 2010 2011 Number of leaks 198 333 530 747 794 801 Number of leaks occurred at organizations, that were subsequently published in mass media
  • 7. 2011 Worst Incidents in Numbers Sony Online Entertainment Size: 101 million user accounts Type of Data: name, home and e-mail addresses, login credentials, some credit card information Epsilon, Alliance Data Systems Size: Unknown; 60 million records estimated Type of Data: e-mail addresses, some names HBGary Federal Size: 60,000 records Type of Data: corporate emails, presentations, client reports WordPress Size: Unknown, 18 million records estimated Type of Data: source code, API keys, passwords
  • 8. Inadvertent or Intentional? 2010 2011 Accidental leaks Intentional leaks Accidental leaks Intentional leaks Unspecified Unspecified 5% 15% 43% 42% 53% 42%
  • 9. Data Leaking Channels 2010 Unspecified 2011 Laptops, smart phones 5.0% 5.0% 6.6% 2.0% Personal computers 16.2% 12.0% 8.5% Removable media 20.0% 9.6% Web 19.1% 25.0% E-mail 13.9% 7.0% 16.0% Paper documents 13.6% 6.2% 6.2% 8.0% Spare copy media Other
  • 10. Data Leaks by Industry Segment 2010 2011 2% 4% 12% Commercial leaks Commercial leaks 31% 16% Governmental leaks 45% Governmental leaks Educational leaks Educational leaks 70% Unspecified 20% Unspecified
  • 11. Which Sensitive Data are Leaking Out Types of Leaks, 2011 3% 2% 3% Personal data Commercial secret State secret Unspecified 92% Personal data keeps a leading position in announced incidents
  • 12. World Data Leaks Trends Forecast  Hardly probable registered data leaks growth in English speaking countries. Possible decline.  Growth of data leaks incident amount and probability increase of their overseas disclosure  Gradual adoption of mandatory leak incident notice worldwide DLP technology adoption by country  Mass adoption: USA, Great Britain, Australia  Emerging adoption, rapid growth: East Europe, Asia, Middle East  Careful reconsideration of data security practices in favor of DLP in Western Europe as a result of legislation amendements
  • 15. DLP Marketing vs. Reality The market is immature and forced by leading vendors More technologies doesn’t protect you at 100%, while more security policies doesn’t mean that you’re getting a better data protection Company needs a mixture of technology and methodology for working with its information assets Data classification is still an issue Remote access to business applications is not completely secured by DLP, but is highly required
  • 16. IT Security Risk Management vs. DLP and SMM Mitigating information security risks with DLP toolset Forensics, investigation of incidents and retrospective analysis Reputation management with social media monitoring
  • 17. DLP Business Processes Challenge and manufacturing  Product design Suppliers Manufacturer Highly proprietary intellectual property, product designs Partners  Healthcare DLP solution that blocks access Healthcare Doctors or quarantinesscans, other medical Digital X-ray, CAT sensitive information providers creates a barrier, interrupting the flow information of data or blocking it altogether  Real estate Homebuyers and sellers Mortgage lenders Real estate Real estate transaction documents agents
  • 19. InfoWatch DLP Technology Circuit Decision Interception Analysis Storage Making • Software agents Data Analysis • Allow • Centralized at employees’ unchangeable workstations • Formal attributes • Block archive (sender/recipient • Gateway Traffic attributes, file digital • Further • Responsibility interceptors hash, etc.) processing zones management • Server-side • Content • Monitoring of plug-ins (e.g. OWA) • Linguistics including Arabic current actions • Digital fingerprints with sensitive data • Templates • Retrospective • OCR analysis and investigation
  • 20. InfoWatch DLP Lifecycle Pre-DLP DLP Post-DLP • Information • DLP software • Qualified digital security audit implementation evidence • Information assets • Software collection classification adjustment • Internal on the fly in accordance investigation • Regulatory with customer approved assistance documents development regulations • Legal proceeding • DLP system against violator maintenance
  • 21. InfoWatch CrypKey DRM as DLP add on Sensitive documents are encrypted as they leave your organization Only intended users outside of your organization can view the document/file and only if you provide them with a Key The Key you provide limits the rights of the end user and the amount of time you authorize a document’s lifecycle The use of the document/file is locked to the end-user computer Documents remain encrypted so the risk of copying and sharing without your authorization is eliminated
  • 22. InfoWatch CrypKey DRM Key Features Highly Secure Uses same encryption level as bank transactions Document use is locked to end-user computer Rights Management Printing can be blocked Copy/Paste and Screen Capture can be blocked Use of document can be time or use limited Document Management Back-end activation server used to manage document use Receive alert when document is activated Application PDF, PPT, XLS, DOC and many other file types
  • 23. InfoWatch CrypKey DRM – How it Works
  • 24. InfoWatch DLP Technology Advantages Preloaded industry-specific rules, policies and reports Forensic Storage for automatic data classification and incident investigation Gateway and endpoint components for traffic management, device control and transparent data encryption with DRM Robust proprietary data analysis technologies: linguistics, OCR, templates analyzer, file header analysis, etc. Securely managed remote access to corporate infrastructure Proven enterprise-grade scalable architecture Support of up to 20,000+ users in one Data Center
  • 25. InfoWatch DLP Compliance Enabler Forensic storage (archive) and investigation tools Control over the information flow with sophisticated real-time and historical reports Data security with encryption, IRM & DRM
  • 26. InfoWatch DLP in Large Enterprise Topology C o n fig u ra tio n R u le s A le rts F o re n sic D a ta Shadow Copies Device Monitor Print Monitor CryptoStorage
  • 27. Social Media Monitoring: Where Reputation is Built and Lost 2 000 000 000 Internet users worldwide  900 000 000 in Facebook  300 000 000 in Twitter Social media is #1 activity on the Web  91% of online adults use social media in a typical month Social media are websites which content is created by users: blogs, microblogs, forums, social networks, media portals, etc. In social media people share opinions (especially negative) about everything, including brands, services, actions, etc.
  • 28. Facebook Statistics Usage in Middle East Countries # in global Growth Growth % Penetration Country No of Users rating in last 6 month in last 6 month in population 21. Egypt 11 447 040 +985 360 +9.41% 14.22% 29. Pakistan 6 945 140 +534 320 +8.34% 3.92% 32. Saudi Arabia 5 239 040 +92 880 +1.80% 20.36% United Arab 48. 3 075 840 +168 140 +5.78% 61.82% Emirates 56. Jordan 2 458 720 +233 300 +10.48% 38.38% 62. Iraq 2 086 280 +432 640 +26.13% 7.03% 86. Kuwait 771 400 -126 700 -14.10% 27.66% 89. Qatar 698 540 +217 240 +45.13% 83.07% 103. Oman 485 060 +62 860 +14.89% 16.34% 111. Bahrain 355 480 +9 280 +2.68% 48.17% Source: Facebook Statistics by Country by Socialbakers, Sep 2012 http://www.socialbakers.com/facebook-statistics/?interval=last-6-months#chart-intervals
  • 29. Facebook Statistics Usage in Southeast Asia # in global Growth Growth % Penetration Country No of Users rating in last 6 month in last 6 month in population 3. India 53 624 320 8 604 540 +19.11% 4.57% 4. Indonesia 39 817 960 533 440 +1.23% 16.39% 16. Thailand 16 399 820 2 176 160 +15.29% 24.70% 18. Malaysia 12 818 680 452 920 +3.66% 49.00% 27. Vietnam 7 185 380 4 011 900 +126.42% 8.02% 51. Singapore 2 801 900 197 520 +7.59% 59.60% 95. Cambodia 632 720 142 480 +28.99% 4.29% 98. China 552 920 107 160 +23.95% 0.04% Source: Facebook Statistics by Country by Socialbakers, Sep 2012 http://www.socialbakers.com/facebook-statistics/?interval=last-6-months#chart-intervals
  • 30. What This Means for a Company People often share 57% customers Online comments = negative experience start problem solving direct customer feedback and trust each other on the Web * Opportunity to develop Corporate reputation People expect interactive market-leading suffers communications online products, manage services, protect business Company should Company should react collect, analyze and fast to claims manage online and questions online comments Company should monitor social media in the internet * According to a TNS research. This ratio reaches 65% for people aged 25-34
  • 31. Is Manual Monitoring Efficient? Web 2.0 environment  Information volume is growing fast  Information is spread instantly  Unstructured data, informal spoken language Manual Reporting  No QA & transparency: no idea of actual coverage and quality  No options for direct customer interactions  No instant information delivery and ad hoc reporting  No integration with IT systems
  • 32. InfoWatch KRIBRUM: the SMM Solution Cloud-based system for social media monitoring and analysis for reputation and customer experience management online Collects customer feedback in Social Media sources (forums, blogs, news media) Automatically analyses topics and scores sentiment (emotional attitude) Manages customer feedback processing workflow Generates sophisticated reports in real time
  • 35. InfoWatch KRIBRUM Features Data Extraction Quality Searching all kinds of online media Spam and duplicates filtering out (up to 95%) Close-to-real-time monitoring Automatic content analysis and sentiment scoring Industry-specific context consideration Automatic sentiment scoring: Positive/Neutral/Negative (80%) Automatic content categorization by topics Multi-language support (incl. English and Arabic) Competitive comparisons Audience identification: most active communities, brand advocates & critics, opinion leaders, geography and social demographics, and more
  • 36. InfoWatch KRIBRUM Features Customer Interaction Workflow Direct response to comments from the service console Direct links to comments with full text available within the system Extensive Reporting Visual interactive reports, flexible data filtering for viewing Export to XLS, XML, etc. Corporate Usage Multi-user support, role-based access model Cloud-based (SaaS) service No software installation, all functionality within a web browser API for integration with IT systems (BI, CRM, Call Center, etc.)
  • 37. InfoWatch KRIBRUM for Top Management KRIBRUM is not only an efficient tool for sales & marketing and support teams, but also a means of control for top management: An objective comprehensive outlook at any moment:  How customers perceive the brand, particular services, etc.  What competitors are doing and how customers are reacting  What goes on in the public information field Complete unbiased information, not distorted while being transferred through hierarchy levels Visual analytics easily available at any time right in web browser
  • 38. InfoWatch KRIBRUM Case Study #1 Goal: manage subscribers’ loyalty via improving customer support and communications in social media Start: January 2011 The leading 10 objects monitored: telecom group in Russia,  MTS + 8 other telecom operators + MTS mobile phones Eastern Europe Data collected and analysed by May 2012: and Central Asia  Total 2 300 000 posts, incl. nearly 1 000 000 original posts  Among them 850 000+ posts (350 000 originals) related to MTS  Daily traffic: up to 4000 posts, including up to 2000 on MTS (with occasional peaks of 10 000 publications and more)  Profiles of 803 000 authors of telecom-related postings System usage:  Used by Department of service support in Moscow and Russian regions  Several hundreds reply messages per day are posted online  Team work with collaboration workflow is in place Result and plans: Customer is satisfied with the delivered quality, plans to expand the monitoring scope and integrate KRIBRUM with Call Center/CRM system
  • 39. InfoWatch KRIBRUM Case Study #2 Goal: improve customer satisfaction via listening to the Voice of Customer and developing direct communications with clients in social media The largest credit institution Project start: March 2012 in Russia and CIS Average data volume: 1500 - 2000 posts daily, 50 000 - 60 000 posts monthly (on Sberbank and major competitors) Current usage – Customer Care service (PR department):  Ad hoc research and analysis of online customer feedback:  Satisfaction with the customer service in offices  Regional differentiations in customer claims and requirements  Product improvements expected by clients, etc.  Direct responding to client’s questions and claims online  Analytical reports to top management Vision and plans:  Intensify the usage of monitoring data for loyalty management  Involve regional branches into online activities (not just in HQ)  Integration with corporate IT systems
  • 40. Benefits from InfoWatch Securing corporate reputation and managing customer experience in social media Reduction of financial loss / increase of operations efficiency with effective IT security risk management and data leakage prevention Protection of digital assets & intellectual property Compliance with international standards (ISO, SOX, Basel III, PCI DSS and other)
  • 41. Thank you! Alexander Zarovsky Chief Business Development Officer InfoWatch Contact Info +7 495 22 900 22 alexander.zarovsky@infowatch.com www.infowatch.com Dubai 2012