Content review and validation for a Fortune 100 global retail leader

The Problem

A major global retailer needed to outsource the training of its internal machine learning models to approve website product descriptions. The company needed a partner with proven operational excellence, infrastructure, talent resources, and technological-know-how to meet the project’s high-volume, time-bound demands.

The Solution

Highspring quickly built a collaborative relationship with the company, reaching out to key stakeholders and asking strategic questions. After thoroughly reviewing the company’s standard operating procedures and processes, Highspring deployed and managed a dedicated team of 300 qualified content moderators and quality analysts to support the project. The team immediately checked the accuracy of multiple product descriptions and, after a three-month pilot, Highspring demonstrated excellence and secured a long-term contract.

The company entrusted Highspring to manage the project, train the moderators, and track key performance indicators and service level agreements focused on quality and production goals. The team even proactively created a reporting dashboard to highlight the current volume and state of operations.

The Impact

Highspring’s flexible approach and ability to meet critical deadlines helped the company achieve:

• Improved Machine Learning Models: Highspring consistently delivering a 99% quality rating in moderating product descriptions has sped up improvements within the company’s machine learning models, surpassing previous partners that took years to reach this level of quality.
• Increased Productivity: By delivering approximately 8 million units of approved product descriptions each month, Highspring consistently met fluctuating demand and quality standards.
• Enhanced Operational Visibility: The reporting dashboard that Highspring developed allowed key client stakeholders to access real-time information, minimizing the quantity of meetings and communication.
• Boosted Efficiency: Highspring ensured a consistent, efficient product description approval process using best practices, domain expertise, and comprehensive documentation for moderators.

Because of the success of this project, the company recommended Highspring to additional stakeholders for new pilots and future initiatives.