Kroll’s Settlement Administration team provided notice and administration services across three countries in accordance with the settlement agreement. In addition to carrying out traditional administration services, Kroll offered solutions such as a comprehensive settlement website, documents, claim forms, claim filing instructional videos, and Interactive Voice Response (IVR) services in five languages – English, Spanish, Russian, Hebrew, and Arabic - increasing the reach and effectiveness of the program. A contact center was established, accommodating all languages with both IVR and live agents.
Kroll coordinated sending over 920 million direct email notices and followed up with over 198 million reminder emails to class members. They implemented an extensive and highly targeted notice media program, including print, press releases, and more than 320 million online and social impressions. To mitigate the risk of damaging the Yahoo brand, a campaign component was added that actively identified ad and website fraud and ensured the ads were targeted correctly.
Kroll developed a proprietary settlement summary updated in real-time on the settlement website to comply with newer requirements from the Northern District of California. This allowed attorneys to access real-time case statistics on the settlement website as they developed their court reports.