Case Study: Leeds City Council improves customer service and social media reporting with Orlo

Leeds City Council - Customer Case Study

Leeds City Council wanted a more efficient way to manage growing volumes of inbound social media contact after experimenting with social channels for a few years. The council needed a secure process that reduced the risk of missed enquiries and provided a clear audit trail, so they turned to Orlo’s platform for social customer service management and channel shifting.

With Orlo, Leeds City Council streamlined response handling, improved reporting, and gained better visibility into which services drove the most contacts through tagging and analytics. The results included significant cost savings and reduced time to serve, plus measurable growth in social engagement: a 32% year-over-year increase in inbound Facebook messages, a 61% increase in average Facebook impressions, and a 682% increase in average Twitter impressions.

Leeds City Council

Nick Moore

Digital Development Officer