1. EXPERIENCES AND RESULTS THAT PROVE THE PRODUCTIVITY OF THE PLATFORM May/2013
What Riot’s experience can bring to the market
An agency specializing in social media, such as Riot, needs a monitoring and excellence
management platform; find out why it chose Scup
Customer: Riot
Industry: Communication agency
Location: São Paulo, Rio de Janeiro and Fortaleza, Brazil
Number of employees: +200
Website: www.riot.com.br
Daniele Dias, Business
Intelligence manager at
Riot. Scup allowed the
agency to boost its
operational efficiency.

2. EXPERIENCES AND RESULTS THAT PROVE THE PRODUCTIVITY OF THE PLATFORM May/2013
 30% less garbage;
 90% more items collected and 170% more items classified;
 50% less time spent on classification;
 An increase of 80% in process automation.
It all began in 2006. The agency Riot
entered the market, specializing in social
media. It didn’t take it long to cast its net
further afield into other digital and mobile
spaces.
Riot currently describes itself as a “full-
service digital agency”: the job of bringing
people and brands closer extends to
computers, cell phones, tablets game and
smart TVs.
The agency develops content, monitoring,
social CRM, Social Customer Service, media,
creation and planning for clients such as
L’Oreal, Renault, Pepsi, Nextel and Vale.
In order to ensure efficient delivery, Latin
America’s largest social media agency
relies on Scup for monitoring and
management.
“We recommend Scup because we are
certain it is the best monitoring software in
the market”, says Daniele Dias, Business
Intelligence manager of Riot. “The platform
is constantly updated and the team is open
to suggestions from those living the day-to-
day operations”.
Challenges
Before Scup, Riot used another tool that
didn’t meet its requirements, ending up
imposing a range of difficulties and
limitations on the agency’s work.
Daniele recalls that one of the major
difficulties was in trying to reduce delivery
times. “We found it impractical to work with
high-volume data, which resulted in
bottom-line losses”, she explains.
She went on to say that previously,
monitoring was capturing a lot of irrelevant
data or “garbage”. “Classifying a relatively
small number of items became extremely
time-consuming”.
HOW SCUP HELPED RIOT

3. EXPERIENCES AND RESULTS THAT PROVE THE PRODUCTIVITY OF THE PLATFORM May/2013
As it needed to overcome these obstacles
and boost its response time, the agency
began evaluating offers of monitoring
platforms. “After doing a comparative study
we made a safe bet on Scup”, says Daniele.
“Now we spend less
time with operational
activities, and more
time actually thinking
about the brands
we monitor”
After Scup
After deciding to hire Scup, the agency’s
work first and foremost became much
faster. “Our demand to enhance the speed
of response was immediately addressed”,
says Daniele, “because data capture
became almost instantaneous”.
The time devoted to classifying mentions
fell by half. On another paid platform they
had tested, the operation took an average
of 2 to 3 minutes, because the tags had to
be inserted individually and manually. With
Scup the average time was 1 to 2 minutes.
According to Daniele, there was an overall
increase of around 80% in process
automation.
The volume of results also rose. While a
competitor platform indexed 22,000
mentions, in the same period Scup indexed
40,000 mentions for one of the agency’s
clients.
With regard to the work of classifying items,
the increase was around 170%. Where Riot
had previously evaluated an average of
1,500 mentions a month, the “post-Scup”
average rose to 4,000/month.
The quality of the data collected also rose.
Riot estimates that it gathers approximately
30% less garbage using Scup – which means
valuable savings in both time and in the
inputs that are extremely pertinent to the
analysis.
“The principal gains we made with Scup lie
in the higher productivity of our analysts”,
says Daniele. “Now we spend less time with
operational activities, and more time
actually thinking about the brands we
monitor”. In this way Riot identifies
opportunities, generating intelligence both
for the client and for itself.

4. EXPERIENCES AND RESULTS THAT PROVE THE PRODUCTIVITY OF THE PLATFORM May/2013
Why Scup?
Alongside the gains in productivity, Daniele
mentions the quality of the support as an
important reason for having hired Scup.
“They use a simple system that responds
quickly to any doubt”, she says, “which
makes our day-to-day much easier”.
Furthermore, the routine of an analyst
using Scup is never backbreaking, according
to Daniele, who describes the platform’s
interface as friendly and intuitive.
Investments in innovation are also
mentioned as a differential.
“Scup always has its eye on tendencies”, she
concludes, “which puts our mind at ease
because we know we are up to date in
terms of the market”.
Riot’s headquarters in São
Paulo. With Scup, analysts
were able to increase
their productivity.