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The Challenge: Text-Prohibited and Slowed by Fragmented Archives
A global real estate investment management company (the “Client”), with over 1,000 employees and over $100 billion USD under management, sought to enable business text messaging for its employees. Business communications practices were evolving to rely more and more on text messaging rather than email. Recordkeeping regulations, however, required that the Client keep an archive of all communications, and the Client did not have a user-friendly way of archiving text messages. In addition, the existing communications archives at the Client were not unified for different channels in a single search interface, and access of these archives was not instantaneous.
The Client’s existing policy was to prohibit business text messaging. However, as the business world increasingly adopted texting, and clients and counterparties shifted their communications to text messages, the Client saw a business need to offer a compliant archived business text messaging solution. At the same time, the Client saw a window to unify its different communications (emails, Teams chats, text messages, WhatsApp, website, and social media) into a single, user-friendly archive.
The Solution: One Platform to Enable Texting and Unify All Communications
The Client decided to invest in a solution that could enable business text messaging and also capture and retain accurate records of all employee communications in a single, easily accessible format.
Having evaluated four vendors, the Client selected MirrorWeb. They were particularly impressed by these features:
- Comprehensive Channel Capture: MirrorWeb Insight captures and archives a wide array of communication channels - emails, Teams messages, text messages, WhatsApp, LinkedIn, X, website, and many more - and preserves them in native formats.
- Unified Oversight: Users can review all communications from the full range of channels through a ‘single pane of glass’.
- Powerful Search & Retrieval: Users can instantly search and export all data (messages, group chats, photos, voice notes etc) from a single interface. This allows rapid retrieval for investigations and audits.
- Robust Compliance: Communications are automatically preserved in tamper-proof, regulator-aligned formats.
The Outcome: Better Conversations, Faster Deals, Zero Compliance Scrambling
The Client had a difficult prior experience with another vendor, where meetings were canceled, deliverables went missing, and support was non-existent post-signature. As part of contract negotiations, MirrorWeb promised (and then delivered) superior implementation, including:
- Weekly check-ins with active project leads.
- Account managers always being engaged, well prepared, and on camera.
- Responsive collaboration with third-party app providers.
- Clean documentation and visual walkthroughs for stakeholder alignment.
By partnering with MirrorWeb, the Client was able to:
- Expand Communication Capabilities: The Client now communicates across more channels - including text - making it easy to meet its own clients and counterparties on their preferred platforms. This flexibility drives better, faster conversations and stronger business outcomes, all without added compliance risk.
- Drive Compliance and Efficiency with Confidence: With MirrorWeb’s robust compliance controls and full data oversight, the Client can quickly search, access, and export records across all platforms. Quarterly reports are prepared quickly, and regulatory requests can be answered promptly, with no scrambling.
