The implementation of OctoWatch software was ordered by the director of an online store selling building materials. He noticed that several key clients, as well as a few promising potential buyers, unexpectedly refused to cooperate without objective reasons. There was a suspicion of manager involvement; however, there were no versions regarding specific guilt or specific employees.
The software was installed on all work computers, and monitoring was conducted for a week.
The collected information was personally verified by the director for possible leaks of confidential information. For this purpose, a search was conducted for the names of main competitors to whom (as established during a conversation with a former regular client) customers were leaving. It was found that 4 managers were in correspondence with them, and in one case, the name of the competing company was present in the commercial proposal template (search through attachments).
For the identified managers, correspondence, sent files, and screenshots were reviewed - all was done manually.
Two managers mentioned competitors for marketing analysis purposes: they executed client requests for comparisons with competitors and handled objections.
One manager drafted commercial proposals using templates from third-party organizations, sending them via personal email. Naturally, he offered more favorable prices to clients while knowing the offers of the company he was officially employed at. This is a clear case of industrial espionage.
The fourth manager communicated in an extremely negative tone, and competitors were mentioned in the context that clients could abandon the company's services for competitors at any moment.
The information obtained and the investigation conducted allowed for the exclusion of client attrition and the return of some regular customers by providing personal discounts.
