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

Reading Borough Council increases messages dealt with by 314% with Orlo

Reading Borough Council faced the challenge of managing a high volume of social media queries, a situation that became critically important during the COVID-19 pandemic and a subsequent terrorist attack. They implemented Orlo's social media management platform to centralize their communications and improve their response capabilities.

The Orlo platform provided a central inbox for all social messages, allowing customer service and communications teams to collaborate efficiently. This solution enabled the council to freeze scheduled posts during crises, manage misinformation, and focus on public reassurance. As a result, Reading Borough Council achieved a 314% increase in messages dealt with within six months and saw a 66% growth in Facebook followers, all while providing citizens with a consistent and reliable response service.

Reading Borough Council