Case Study: Yorkshire Building Society achieves faster customer engagement with Orlo

Yorkshire Building Society - Customer Case Study

Yorkshire Building Society (YBS), a long-established UK building society with a growing digital presence, wanted to move beyond using social media purely for marketing and communications. As it expanded its online activity, YBS needed a more agile, efficient, and secure way to manage customer conversations across multiple teams while meeting the strict regulatory demands of the financial sector. Orlo provided the social media platform used to help support this shift.

With the Orlo platform, YBS was able to publish, analyse, monitor, and engage in one place, while giving relevant colleagues access through controlled workflows and audited processes. The result was a 931% increase in engaged users year over year, a 515% increase in conversations year over year, and a 95% decrease in resolution time year over year. Orlo helped YBS improve customer service, strengthen control, and scale its social strategy securely.

Yorkshire Building Society

Richard Bassinder

Social Media Manager