Case Study: Bromford builds deeper customer relationships with Orlo

Bromford - Customer Case Study

Bromford, a housing association, wanted to move beyond simply broadcasting on social media and instead build stronger, two-way customer relationships through digital channels. As customer service demands grew, it needed a way to handle high volumes of incoming messages while still delivering a personal, human experience. Orlo helped Bromford with its social customer service approach through an integration with Microsoft Dynamics 365.

With Orlo’s platform, Bromford gained a full view of customer details and past interactions, allowing agents to respond more personally and resolve enquiries quickly on the customer’s chosen channel. The results included a 560% increase in link clicks, a 130% increase in social reach, and 199% growth in followers. Bromford says Orlo has helped bring its social customer service vision to life and build deeper relationships with customers.

Bromford

Jarrod Williams

Communications Manager