Customer service-led strategy boosts social following for Centro and Network West Midlands

Centro and Network West Midlands used Hootsuite to boost its social media presence during a heavy snowstorm

Social media for emergency communications
As the local transportation organisation for west central England, Centro is responsible for providing excellent customer service, real-time passenger information updates, and keeping people safe and informed. This was all put to the test during a heavy winter snowfall.

Centro and Network West Midlands (NWM)
Network West Midlands (NWM) is the name that connects all public transport in the West Midlands, England, including Centro and service operating companies. Centro works to improve the quality of service for over 2.1 million passengers by promoting and implementing public transport services and projects.

• Facebook: 30 per cent increase in page likes following the snow storm in less than a week.
• Twitter: 53 per cent increase in followers following the snow storm in less than a week.
• Web: 2.1 million passengers in direct communication daily.

What they did
Centro aims to be a world class transportation organisation that operates efficiently in every way possible. But with over 2.1 million people using Centro’s services daily, the organisation is challenged to effectively listen and communicate with passengers and get service updates out instantly.