Case Study: OCBC Bank streamlines social customer service and boosts engagement with Hootsuite

OCBC Bank brings Hootsuite onboard for customer service and decreases emails by 90%

OCBC Bank, Singapore’s longest-established bank with a global network of branches and offices, faced the challenge of managing rapidly growing social communities and customer enquiries across teams dispersed by business unit. Group Corporate Communications needed a way to oversee all brand mentions, coordinate responses, and enable collaboration while maintaining timely engagement and a secure social presence.

OCBC deployed Hootsuite Enterprise to centralize monitoring (streams, keyword searches, lists), assign and route cases (Teams, Assignments), schedule posts, and generate analytics. The platform reduced internal email traffic for issue resolution by 90%, improved case tracking and response-time reporting, and freed up resources to focus on proactive customer engagement.

OCBC Bank