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As budgets continue to be cut, councils have less time and resource to plan, manage and deliver effective public services, but the pressure to do so is greater than ever! With digital channels becoming the preferred contact method for many citizens, the number of inbound interactions is on the rise too. Add to that the vast amount of ever-changing information that needs to be shared with the general public and it’s clear that local government bodies have more than a lot on their plates when it comes to managing the digital citizen experience.
The Orlo platform helps to streamline processes, improve operational efficiency and reduce costs by enabling you to use one simple platform to engage and connect with citizens. Whether the Comms team are scheduling an upcoming campaign using the Content Calendar, or the Customer Service team are working from the Unified Inbox to identify and respond to all the important inbound messages, the Orlo platform makes things easier, with a full audit trail to boot!
From potholes caused by wintry weather to missed bin collections due to striking workers, handling matters that are out of your hands is all part of the day job. When disruption strikes, be safe in the knowledge that at the click of a button, you can pause all scheduled marketing posts or turn on post approvals for every outgoing message, allowing you to focus on what matters - keeping citizens in the know.
With a single source of truth for all your digital conversations, it’s easy for your Comms and Customer Service teams to share the load when it comes to managing your social interactions with citizens. Collaboration is made simple with the ability to quickly add notes against customers, ask for approval before posts get sent and assign or forward messages to colleagues so they’re handled by the right person - simple as that!
With many services going digital, engaging with the public can be a challenge. Whether customers are tagging your organisation in their posts or talking about you without a direct mention, use Orlo’s Social Listening tool to identify important conversations. Filter out the noise and monitor keywords that matter, so you can identify and support citizens who aren’t reaching you through traditional channels.
We're able to interact with a range of systems, enabling your organisation to combine social media insights with the rich data held within your CRM. Get a single view of your customer and manage their case from start to finish by tracking their journey from the first interaction, right through to closing their case and beyond. As a Microsoft Premium Tier Partner, Orlo provides a deep and seamless integration with Dynamics 365 and Power BI too!