National Housing Federation

Orlo is a social media management and customer service platform designed specifically for the UK public sector to increase engagement, improve experience, and build trust.

With so many channels to toggle between and the public always watching, delivering customer service and comms on social media that meet residents’ needs is no easy feat. Orlo empowers you to manage your digital conversations from one platform, so you can focus on what really matters – providing a great service for residents, improving engagement and reputation-management.

Orlo is already used by over 40 housing associations, 82% of police forces, over 100 local authorities and many more public sector organisations around the country. Orlo is entirely UK-based, with all of data servers on British soil too. Orlo is easy to implement, secure and scalable solutions powered by AI-led technology.

Orlo services

Increase community engagement

From sharing educational campaigns about how to fix a leaky tap to providing updates about scheduled maintenance, your digital channels provide a great platform for you to reach residents. Orlo analytics help you identify the types of campaigns that drive the most engagement, so you can do more of what works – and less of what doesn’t.

Handle enquiries efficiently with our digital customer service solution

Resident satisfaction is a top priority for housing associations and driving efficiency in processes is key. Bring your digital interactions into one inbox and use automation to prioritise messages. The AI-powered Orlo chatbot can aid over 50% of conversations, so you can increase team capacity and solve queries quickly.

As well as the major social platforms, Orlo integrates with Whatsapp, review sites, CRMs and BI tools. Orlo is also the only UK partner with neighbourhood app Nextdoor.

Understand more about your audience using insights

Combine the power of media monitoring, social listening, and AI to discover what residents and stakeholders think, want and need. With over 2.5 million data sources, Orlo’s insights tool can measure trust in your organisation, and identify emotions and key trends. Take advantage of citizen intelligence to drive your decision-making, actions and to shape your policies.

Resources

Testimonials

Connexus

Orlo is the social media management platform of choice for Connexus. With their social strategy based on three main goals – highlighting Connexus in the community, detailing life at Connexus and championing quality social housing – Orlo has enabled the housing association to engage with stakeholders on these three main areas, in the best way for their audience; via feeds, DMs and comments.

Much of their success on social has been down to their video content strategy. Orlo has allowed them to work at pace, from adding subtitles on videos to posting the same clip across multiple social channels, they can do it all within the platform. And with the recent addition of Instagram into their channel mix, there are promising signs, made possible with Orlo’s ability to schedule and push content straight to that social network. This saw their Instagram achieve greater reach than both Twitter and LinkedIn combined in January 2021.

These, coupled with a more responsive team and being available where their customers feel comfortable talking with them, have played a vital role in building brand awareness.

Instagram is growing our reach - being able to schedule our content at relevant times, straight onto our feed using Orlo is a no-brainer. Its giving us more time to focus on content creation and talking with our audience.

Jim Kerwood, Brand Manager, Connexus

Bromford

A customer since 2015, Bromford Housing has been successfully using Orlo to transform its social media strategy, opening up social as a customer service and communications channel. As a result, the organisation has built a strong, two-way relationship with its customers across 45,000 homes in central and southwest England, seeing 199% growth in followers and a 130% increase in social reach.

Bromford faced a sudden increase in inbound contact so took advantage of Orlo’s Live Chat and Chatbot capabilities on Bromford’s website to bolster their existing service offering, open up an additional contact channel and harness the power of AI to deflect incoming interactions.

Following a same-day rollout, Bromford saw over a quarter of customer enquiries resolved without the need for an agent – increasing efficiency, saving time and reducing costs by over £330,000 annually.

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, Bromford

Contact details

Jessica Davies, Head of Revenue Operations and Strategic Partnerships, Orlo

Orlo