Petroc is one of the leading education organisations in Devon, with over 16,000 students. BlueFrog Media work with Petroc to manage and maximise their social media marketing whilst maintaining a personal touch with customers - Kathy McCormack, Marketing Manager, explains how.
“We started using Facebook at Petroc in 2011, and soon after we began using other social platforms such as Twitter.
“Social media enables us to engage instantly with our customers. It makes us more accessible to the community we serve and able to answer questions quickly; something which is vital in such a competitive market. It is also fundamental in raising our profile and improving our reputation. Our aim is to become the ‘go to’ website for information on education and training in North and Mid Devon, particularly as we grow and develop.
“Over the past five years we’ve seen dramatic increase in the number of followers and engagements and this obviously has meant that we were spending longer managing the accounts.
“We found that whilst we were able to create plenty of content for social media, it was becoming increasingly difficult to reply to comments, monitor mentions, as well as promote events and achievements. We wanted to focus on providing swift responses to questions, minimising frustration and delays - after all, providing exemplary customer service is at the heart of what we do.
“We had worked with BlueFrog media before in our projects department and we asked them to support us in managing our social media. BlueFrog now provides a full social media monitoring service for us, responding to questions and posting content.
“To begin with, we worked together to create a social media strategy and set out a process, agreeing how we would work together on social media. We were keen to maintain a personal touch with our customers and did not want to lose this by outsourcing to a social media team and this approach has allowed us to do just that.
“We continue to work closely with BlueFrog to ensure that all our activity is aligned and consistent and continue to monitor social media, responding to activity as outlined in our agreement with BlueFrog.
“BlueFrog have been fantastic at ensuring all replies are responded to promptly, following our agreed process. This has solved our challenge of keeping on top of comments and questions.
“Ultimately, since Petroc started working with BlueFrog Media, we have had a dramatic increase in the number of followers and engagements across all our social media platforms.
“The monthly status reports produced by BlueFrog have also given us a far better understanding of our social media platforms, in terms of what works and what doesn’t; information which will be used to shape our social media strategy going forward.
“Social media is one of our key marketing tools – through Facebook, Twitter and LinkedIn we have the potential to reach more people than any other traditional marketing activity ever could. Looking to the future, our focus is likely to shift and we are likely to prioritise social media and digital marketing.”
The number of followers and engagements across all our social platforms have significantly increased since we started working with BlueFrog. They’ve solved our challenge of keeping on top of comments and questions whilst helping us to maintain a personal touch with our customers. - Petroc