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Customer Stories
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Combining customer service and social media to drive down cost to serve

With a rapidly growing number of online customers, National Express needed a management platform to underpin its growing digital customer service offering.

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National Express manages over 18.9m journeys every year and handles in excess of 35K inbound social messages per quarter. With a rapidly growing number of online customers added into the mix, it needed a management platform to underpin its growing digital customer service offering.

The team responded to the increasing demand from customers engaging on social media by humanising their digital strategy. Orlo enables them to present a consistent tone of voice and to collaborate on content and responses across both their customer service and marketing operations.

The Orlo platform acts as an advanced warning system, ensuring National Express are able to stay on top of what’s happening on social – now no tweet or Facebook message goes unanswered.

This digital channel shift strategy has allowed National Express to bring in more resources to expand its digital offering and deliver award-winning customer service online. It’s now able to serve more customers, more efficiently – all with the added bonus of a significant reduction in cost to serve!

Demand Deflection


Digital channel shift



In cost savings



Minutes lower response time

Orlo is 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

Service Delivery Manager

We went down to phone lines being open for emergencies only but we quickly realised that we needed another channel for customers to reach us on. We went from having nothing on the website for live chat, to having a fully embedded system.”

Jasmine Dudgon

Communications Specialist

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