How the Enterprise Does Social@Scale

The 6 “Must Haves” for Any Enterprise Social RFP

1. Multi-Channel Management2. Cross-Functional Capabilities3. Scalability4. Social Governance5. Customized Reporting and Analytics6. Rapid Product Enhancements

1 2 3 4 5www.sprinklr.com

6 “Must Haves” for Any Enterprise Social RFP If your organization is serious about enterprise-wide Social, the following 6 capabilities are non-negotiable.

1. Multi-Channel ManagementWe 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. ScalablilityWe 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 GovernanceWe 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.

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How the Enterprise Does Social@Scale Ι www.sprinklr.com Ι

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6 “Must Haves” for Any Enterprise Social RFP (continued...)If your organization is serious about enterprise-wide Social, the following 6 capabilities are non-negotiable.

5. Customized Reporting and AnalyticsWe 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 EnhancementsAs 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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How the Enterprise Does Social@Scale Ι www.sprinklr.com Ι

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