Case Study: Reading Borough Council improves social media crisis response with Orlo

Reading Borough Council - Customer Case Study

Reading Borough Council needed a better way to manage growing social media demand, especially as COVID-19 and a terrorist attack in June 2020 put huge pressure on its communications and customer service teams. Vendor Orlo provided the council with its social media management platform to help centralize and organize incoming messages.

With Orlo, Reading Borough Council consolidated social media enquiries into one inbox, trained three customer service staff in a week, and enabled wider team collaboration through query assignment. The platform also let the council freeze scheduled posts during crises and focus on public reassurance and misinformation management, leading to a 314% increase in messages dealt with in the first six months, 22% growth in Facebook followers, and 66% growth in Facebook likes.

Reading Borough Council

Victoria Nickless

Media & Communications Manager