Case Study: National Express reduces cost to serve with Orlo

National Express - Customer Case Study

National Express, a transport operator managing over 18.9 million journeys a year, was handling more than 35,000 inbound social messages each quarter as online customer engagement grew. To support its expanding digital customer service operation, it turned to Orlo for a management platform that could help unify social media and customer service workflows.

Using the Orlo platform, National Express improved collaboration across customer service and marketing, maintained a consistent tone of voice, and ensured no social message went unanswered. The result was a 152-minute reduction in response time, a 28% digital channel shift, and £282,000 in labour cost savings, helping National Express deliver more efficient, award-winning online customer service.

National Express

Samantha Cox

Digital Contracts Manager