Case Study: Svenska Spel achieves faster response rates and structured social media management with Falcon.io

Responsible Community Management With Svenska Spel

Svenska Spel, Sweden’s largest state-authorized lottery and a recognized leader in responsible gaming, faced the challenge of managing customer engagement across roughly 30 social channels while also monitoring for risky gambling behavior. Community managers were wasting time logging into multiple platforms and needed a single, simple, scalable system to consolidate support, publishing, and monitoring.

By adopting Falcon.io, the team centralized all channel activity, created product-specific listening projects, and established cross-disciplinary workflows and structured publishing. The result was smoother operations, better handoffs to support, greater peace of mind, and a dramatic improvement in response rate—customer inquiries are now answered within an hour—with the team moving toward proactive monitoring and richer content.

Svenska Spel

Emmy Zettergren Nordström

Community Manager