Case Study

Global financial major realizes the risk implications from customers in social media space

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Client:
A world leader in financial services domain

Industry:
Financial Services

Business need addressed:
Identify potential compliance risk areas and the detractors to arrest the negative buzz by taking necessary actions

Genpact solution:
Genpact tracked and alerted the client on potential compliance problems, which helped them to take proactive action on instances of compliance violations

Business impact:
Our step-by-step approach tracked and alerted the client on potential compliance problems, which helped them to take proactive action on instances of compliance violations. Our Impact Index, which measures the extent of risk compliance at theme level/individual level (based on the parameters like severity of negativity, density of conversations, etc.), helped the client prioritize issues over the tipping point


Our client, a world leader in financial services, wanted to understand the risk implications from customers in social media space that impacts them from a regulatory compliance perspective. The client chose to work with us, owing to our expertise in digital media consulting. Our unique combination of technology tools and human intelligence provided the client with clear insights, thus addressing their challenge.

Business challenge

One of our clients from the financial services domain wanted to assess their exposure to compliance risk in social media. They asked us to help them understand the risk implications from customers in social media space that impacts them from a regulatory compliance perspective.

The Genpact solution

We set up a listening post to track and analyze conversations pertaining to compliance problems in various social media channels and to help the client identify risk areas. We provided alerts for the negative buzz leading to potential compliance risk and also offered customer service related alerts based on the impact score. In addition, we helped our client in identifying the detractors so that they could take necessary actions to arrest virality/negative influence.

Business impact

Our step-by-step approach tracked and alerted the client on potential compliance problems, which helped them to take proactive action on instances of compliance violations.

Our Impact Index, which measures the extent of risk compliance at theme level/individual level (based on the parameters like severity of negativity, density of conversations, etc.), helped the client prioritize issues over the tipping point.

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