Orlo helped Ocado move from traditional customer service to a digital-first approach. Ocado used Orlo to combine social, live chat, and CRM into one tool. This made it easier for customers to get hel...p and reduced costs. Live chat cut response times by 50%. Ocado saw an 8% shift to digital channels and saved 5% on labor costs. Customers got faster answers and better service.
Financial Services Case Studies and Success Stories with Orlo
CASE STUDY Yorkshire Building Society
Orlo helped Yorkshire Building Society improve its social media management. The platform made it easy for teams to handle digital conversations and customer service. YBS saw a 931% increase in engage...d users year over year. Conversations grew by 515% and resolution time dropped by 95%. Orlo’s secure, auditable system gave YBS confidence in a regulated sector.
Government Administration Case Studies and Success Stories with Orlo
CASE STUDY Natural Resources Wales (NRW)
Natural Resources Wales needed to keep the public informed about issues like flooding and conservation. When Storm Dennis hit in 2020, they used Orlo's social media tools to share real-time updates a...nd manage many messages. Orlo's scheduling calendar helped them plan content, and the Inbox feature let them handle enquiries from one place. During the storm, their followers grew by 42%. They reached 5.7 million people on Twitter and Facebook, and 75% of engagement was positive or neutral.
Orlo helped Leeds City Council improve customer service by using social media as a contact channel. The council faced rising inbound enquiries, especially during the cost of living crisis. Orlo's pla...tform let teams work together and respond quickly on social. Agents handled about 222 social enquiries per day between January and April 2023. The average first response time was 7 minutes. 88% of enquiries were resolved without moving to other channels. 97% of Messenger enquiries on council tax and benefits were handled on social or signposted to self-serve.
Reading Borough Council needed a better way to manage social media, especially during crises. They started using Orlo as their first social media management platform. Orlo helped them bring all socia...l messages into one inbox and train staff quickly. During COVID-19 and a terrorist attack, Orlo let them freeze posts, manage misinformation, and focus on public communication. They saw a 314% increase in messages handled in six months and strong growth in Facebook followers and likes.
Wakefield Council wanted to build more trust and engagement with its community. They used Orlo’s Social Media Management platform to audit their social channels and set up social listening. The team ...used analytics to understand their audience and improve their social strategy. As a result, the Council’s trust score rose from 46.55% to 76.82% between March 2023 and June 2024. The Council also saw higher engagement rates and better teamwork between departments.
Orlo helped Manchester City Council boost its social media presence. The council wanted to grow its online community and engage more residents. Using Orlo, they tracked conversations, responded to qu...eries, and created content that matched what residents wanted. From January to August 2023, they gained 13,644 new followers and saw a 1.5% increase in engagement. Their social channels became a lively space for residents to connect and share.
Orlo helped Leeds City Council manage rising social media enquiries. The council needed a secure, efficient way to handle more messages and avoid missed contacts. Orlo's platform enabled a shift from... traditional channels, saving costs and reducing response times. Analytics and tagging features let the team track engagement and service demand. Leeds City Council saw a 32% increase in inbound Facebook messages, a 61% rise in Facebook impressions, and a 682% jump in Twitter impressions year over year.
CASE STUDY London Borough of Tower Hamlets Council
The London Borough of Tower Hamlets Council wanted to increase brand awareness and boost engagement by fostering pride in residents. They launched the #TowerHamletsMoments social media campaign using... Orlo, focusing on local history and landmarks. The team used video content and scheduled posts across multiple platforms. They tracked results with Orlo's analytics tools. Since June 2023, the campaign reached 156,435 people, had 21,230 engagements, and 35,879 video views. One video got over 7,070 organic views.
Leicestershire County Council faced major flooding after two storms in late 2023. They needed to quickly warn and inform residents about flood risks. The Council used Orlo's social media management t...ools to send updates and track campaign results. They posted on Facebook and X, using scheduling and campaign tracking features. Their posts led to over 1,417 views of flood-related web pages, 128.2k impressions, 153 shares, and 1.3k link clicks. The campaign helped keep residents informed and safe during the emergency.
CASE STUDY Norfolk County Council, Norfolk Fostering & Adoption Services
Norfolk Fostering & Adoption Services needed to reach more people to help children in need, especially during the Coronavirus pandemic. They used the Orlo platform to manage social media campaigns, u...sing features like smart scheduling, geotagging, sentiment analysis, and analytics. These tools helped them plan better and share important messages. They saw 44% of inbound messages with semi-positive sentiment and an average of 6,815 Facebook impressions per day. The team found new ways to engage with their audience and improve their communication.
Orlo helped the London Borough of Hackney Council manage social media for Hackney Carnival. The council needed to promote the event, engage the community, and share safety information. They used Orlo...'s content calendar and scheduling tools to plan and control posts across Facebook and Instagram. The campaign achieved a 4.14% engagement rate and very positive audience sentiment. The event brought the community together and increased resident pride.
Horsham District Council wanted to improve how they used social media. They needed to manage many accounts and help different teams work together. Orlo helped them bring all their social media into o...ne place. The council made better content and kept control of security. They saw a 20% increase in reach, a 30% increase in engagement, and a 33% increase in followers year over year. They also reduced calls to customer service and spent less on print.
Consumer Goods Case Studies and Success Stories with Orlo
CASE STUDY Pura
Orlo helped Pura, an eco-brand in baby care, manage all digital conversations from one platform. Pura used Orlo’s social media management tools to build trust, educate parents, and promote its eco-cr...edentials. The platform enabled Pura to respond to social messages within a 2-hour SLA and track influencer campaign impact. Pura saw 353% organic growth in Instagram followers, 90% organic growth in Twitter engagement rate, and 842% organic growth in positive social sentiment.
Hospital & Health Care Case Studies and Success Stories with Orlo
CASE STUDY Birmingham Women’s and Children’s NHS Foundation Trust
Birmingham Women’s and Children’s NHS Foundation Trust wanted to improve engagement and communication with its stakeholders. They used Orlo’s social media management tools to monitor messages, respon...d quickly, and collaborate across teams. Orlo’s Performance Analytics helped them see what content worked best. The Trust managed eight social channels with two teams. They reached 24.8 million people, handled 26,000 inbound messages, and grew their social following to 158,000.
CASE STUDY University Hospitals Birmingham NHS Foundation Trust (UHB)
University Hospitals Birmingham NHS Foundation Trust needed to fill over 240 job vacancies quickly. The Trust faced challenges with reputation and staff retention. They used a video-based social medi...a campaign featuring real employees sharing their stories. The campaign was shared on Facebook and LinkedIn. As a result, they filled 98% of the vacancies. The campaign also improved employee pride and advocacy.
Other Industry Case Studies and Success Stories with Orlo
CASE STUDY Stonewater
Stonewater is a social housing provider in England. They wanted to improve how they manage social media and engage with customers. They used Orlo to bring all their social media channels into one pla...ce. This helped them work together better and respond to customers faster. After using Orlo, they saw a 34% growth in followers in 12 months and a 19% increase in engaged Twitter users in 6 months. They also tracked 5,400 link clicks to their website.
Dyfed-Powys Police needed a better way to manage their many social media accounts. They used Orlo to bring all their teams onto one platform. This helped them monitor over 40 accounts and respond to ...their community 24/7. They reached 16.5 million people and handled 25,000 comments and messages in just a few months. The new system made it easier to engage with hard-to-reach groups and improved their service to the public.
Shelter wanted to make sure their new brand launch went well on social media. They used Orlo to help manage and respond to messages during the launch. Orlo let them organize messages by topic and urg...ency and made sure all teams had the right brand images. During the launch, Shelter saw an 82% increase in inbound social media messages and a 47% increase in people talking to them. They also reduced their response times by 13%.
Bromford Housing faced a big increase in customer requests after a cyber incident. Their customer service team was stretched and needed a new way to help people. They used Orlo’s Live Chat and Chatbo...t to give customers another way to get help. After setting up Live Chat and Chatbot, over 26% of customer questions were answered without an agent. This saved Bromford over £330,000 each year and made their service faster and more efficient.
United Welsh faced a big increase in tenant needs during the Covid-19 pandemic. Their phone lines were overwhelmed and they needed a fast way to help tenants. They used Orlo to set up digital communi...cation tools like Live Chat and a Unified Inbox in just two weeks. This let them answer tenant questions quickly and manage messages from many channels in one place. They reached over 1,500 tenants and had an average response time of 5 minutes during the crisis.
Orlo helped Avon and Somerset Police manage social media for Glastonbury Festival 2023. The team used Orlo to share safety tips, updates, and urgent messages on X (Twitter) and Instagram. Orlo's post... validation feature gave officers confidence to post content. The campaign gained 697 new followers and 9,700 likes in one week. Officers posted 106 times, building trust and keeping festival goers informed and safe.
Bromford wanted to improve how it helped customers using social media. They moved from just sharing news to building real relationships online. They needed a tool to handle lots of messages and still... give personal service. Orlo, with Microsoft Dynamics 365, gave agents a full view of each customer and their history. This helped agents answer questions faster and in a more personal way. Bromford saw a 560% increase in inbound messages with semi-positive sentiment, 130% greater social reach, and 199% growth in followers.
Connexus wanted to build brand awareness and engage with their community using social media. They used Orlo to manage their social channels and improve their video content strategy. Orlo helped them ...add subtitles, post videos across channels, and schedule content. With Orlo, Connexus saw a 144% increase in reach, a 71% increase in followers, and a 125% increase in messages sent. Instagram reach grew higher than Twitter and LinkedIn combined in January 2021.
