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Case Study

Enhancing Multilingual Database Management For a PR Software Provider

Overview

This client is a leading PR software and service provider, covering all aspects of their customers’ communications needs, helping them reach, target, engage, and measure their audiences. The business aims to navigate today’s media more effectively with its next-level solutions for communicators.

Client Needs

The client has a large media database covering contact details for journalists across the world. With such a vast collection of data across multiple languages that requires regular maintenance, the client realized they needed an outsourcer to handle their needs, and their first choice was The DDC Group. Having worked together previously, they knew they were partnering with a provider they trusted and could rely on to deliver results.

Their requirements included sourcing candidates for specific languages, initially Nordic. At first, the client thought it was “practically impossible” to source the quality they needed. However, they quickly realized that we were able to achieve this through our multilingual hub. With the right people in place to work in the relevant languages, the team would be required to conduct detailed research, update the necessary systems, and deliver updates to the appropriate individuals.

Solution Summary

We delivered a multilingual service, covering calls, webchat and email to help collect data and update the client’s vast database to ensure it held sufficient and the most up-to-date information on journalists.
  • Delivered multilingual support via calls, webchat, and email in Swedish, Finnish, English, and Dutch
  • Ensured consistent representation of the client’s brand values and ethos across all customer interactions
  • Conducted comprehensive research across digital platforms to enhance data accuracy
  • Implemented a fast, flexible process with real-time adaptations to meet evolving needs
  • Provided actionable insights using data gathered through omnichannel customer service tools
  • Maintained transparent communication and offered direct team access for seamless collaboration

Key Success Points

96

Timelines Met — Exceeding the 90% Target

94

Data Accuracy — Surpassing the 90% Target
Goals Achieved

Exceeding Expectations with High-Quality Data and Team Integration
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Successfully integrated with the client, functioning as an extension of their team

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Consistently delivered accurate, high-quality data, meeting all agreed service levels

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Exceeded timeline targets, achieving an average score of 96%

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Surpassed data accuracy goals, delivering an average score of 94%

"The quality of candidates was excellent; from day one, it felt like these team members were part of our internal team. If ever there was an issue, I was always given a set of solutions; it really was the best collaboration I’ve ever had. DDC just do it."

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