Case Study · Financial Services
Restoring trust in the daily brief.
How Watershed gave Discover Financial Services accurate, analyst-validated monitoring and reporting, driving business value and supporting strategic goals.
CHALLENGE
Inaccurate reporting eroded trust.
Discover Financial Services had lost confidence in its previous media-monitoring vendor. Key mentions from important publications were missed, and reports were riddled with inaccuracies, from double-counted data to irrelevant mentions. Instead of working with actionable intelligence, the communications team was spending significant time cleaning up daily briefings, reorganizing data, deleting irrelevant stories, and screening risky links from obscure sources. The inefficiency created internal friction and added work, and sent Discover looking for a more reliable, accurate partner for reporting and KPI tracking.
SOLUTION
Tailored monitoring and reporting, built for accuracy.
Watershed’s deep experience in financial services let us step in quickly with a tailored approach:
- Reliable, timely news and social monitoring, reaching hard-to-access publications and running additional checks so no key mentions were missed.
- Strict adherence to Discover’s key-publications list, filtering out irrelevant or risky sources, with a daily check to ensure links were safe.
- Daily briefings for the financial institution’s executive team, including detailed social reporting, fully organized and prioritized by key business objectives.
- Quarterly analyses for nine cross-functional teams and business units, with coding and quality control on every story and post to categorize sentiment and themes accurately.
- A comprehensive, near real-time media dashboard for tracking leadership goals and KPIs.
- Close collaboration with Discover’s communications teams, checking data against internal reports and KPIs to maintain accuracy and transparency.
RESULTS
Accuracy restored, hours returned.
9,780
stories analyzed (Q2 and Q3)
5,580
stories coded in Q3
90%
reduction in client review time
+95%
improvement in accuracy
Watershed’s hands-on approach led to smoother, more efficient reporting, and restored Discover’s trust in the monitoring, reporting, and analytics process through better accuracy, communication, and deliverables that support the communications team’s objectives.
The difference wasn’t more data. It was accuracy and analysis the team could trust, and hours back in the team’s day.
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