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Case Studies

North Lanarkshire Council expands social media use across multiple departments to improve engagement and customer service

“The success of the @nlcwinter Twitter account showed us the real advantages of social media engagement, and the next step was to start using social media across the entire organization. As more people were asking us questions on Twitter, we started to realise this was a job that had to go beyond the Comms team.”

Stephen Penmann, Head of Corporate Communications & Marketing at North Lanarkshire Council

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Greenwood Academies Trust manage the risks of large-scale social media use to increase engagement with parents

“CrowdControlHQ takes away all the stress associated with managing multiple social media accounts, and the risks of losing accounts when staff members leave and take the login details with them. It also opens up the potential for many more staff members to safely get on-board and engage in social media.”

Nadine Hilliard, Media & Communications Manager at Greenwood Academies Trust 

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The Hyde Group enhance customer experience with effective use of social media

“We are looking to continuously improve the customer experience and make it as effortless as possible this means embracing digital media and encouraging a two-way dialogue with our residents – social media is the perfect platform to do this.”

Emma Morrison, Communications Business Partner – Digital and Social Media at The Hyde Group 

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RRG Group accelerate their social media success with a centrally managed, locally driven strategy

“We needed a system to manage all of our social media accounts across RRG Group dealerships and to monitor and view customer enquiries on social media from one single, central platform. We also wanted to be able to plan and schedule sales campaigns centrally, with dealerships then managing them on a local basis.”

Jade Kingston, Digital Marketing at RRG Group

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Cheshire Fire & Rescue Service utilise social media to distribute urgent information

“Social Media is a great way to communicate with the public. If we want to get something out urgently, or if there is a major incident like a traffic collision or road closure, we can send out an alert to subscribers by text message or email and post it on Twitter and Facebook. It is used for two-way communication and is so much easier than going to the website or people calling in by phone for updates. It speeds up communication.”

Caroline Jones, Digital and Media Services Manager at Cheshire Fire & Rescue Service

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Wiltshire Police successfully manage social media to provide immediate response

“As we have a huge amount of activity on the Force’s social media accounts, CrowdControlHQ means that our department can maintain an overview and assess the risk, manage the problems and respond where necessary to ensure the public are getting a quality service from Wiltshire Police. It has made monitoring all of our social media accounts simpler and less time consuming.”

Helen Kennedy, Head of Media at Wiltshire Police

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Serco Leisure maximises social media marketing using CrowdControlHQ

“CrowdControlHQ beat the competition hands down. The company offered innovative technology wrapped up in one, easy to use package, add to this the superior security features and industry know-how and we had found a winning formula.”

Chris Puszczynski-Phelps, Digital Media Manager at Serco Leisure

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Gloucestershire County Council how the council used social media to learn more about their local community.

“We are gleaning a better understanding of who is engaged with us and who we might be able to use to help us share important information and messages more effectively among communities, as well as to potentially take part in focus groups and consultations in future. In the longer term, we expect it to help us gain a more accurate insight into our customers’ needs, which will help us to deliver improvements to the services we provide for customers.”

Emma Smith, Senior Communications Officer at Gloucestershire County Council

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