How we got here
Because of the high demand for new homes, it is vital that Redrow can respond quickly to new sales enquiries on social media, and the same goes for enquiries from existing customers. There is a big opportunity to create lifetime relationships with customers.
When it comes to reporting on social media activity and performance, the software provides Redrow with informative high-level reports and also detailed metrics for all connected accounts, messages and users.
“We now have a league table of all our regions with regards to response times, and we can take corrective action where response times don’t seem quite right. We can then look at the sort of enquiries they have had to deal with, and sometimes it can be absolutely right that the response times are longer because some queries can be quite complex.”
SoCrowd acts as a central social media dashboard providing live visibility of what customers are thinking and feeling, and how they are engaging with the business.
“I describe SoCrowd as the social media plumbing in our organisation. It’s the structure and pipework of how we connect all our regions to send out meaningful messages to our local communities in a way that makes sense. We can communicate in a really safe, effective and controlled way.”
“There are so many organisations that are still bolting social media on to a head office department. Social media is here, it is staying, and it is actually going to be more entrenched in people’s lives than ever before – how they want to communicate with organisations, how they want to pay for goods and services, how they watch content going forward as well.”