National Express

National Express Coaches manage over 18.9m journeys every year and 35,099 inbound social messages per quarter. With a rapidly-growing number of online customers, they needed to find a management platform to underpin their growing online customer service going forward.

Digital channel shift


Cost saving


Lower response time

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Humanising social media

National Express responded to the increasing demand from customers who wanted engage more on social media by humanising their digital strategy.

Transforming the entire business

By decreasing response times and reducing the cost to service, National Express were able to bring in more resources to expand their offering and deliver award-winning customer service online.

National Express @nationalexpress

“Orlo are a young, passionate and energetic team who are very responsive to changing customer trends, which really appealed to us as we wanted a future-proofed solution that would adapt as technology progresses.”

- Samantha Cox - Digital Contacts Manager

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