Stagecoachcase study

client profile

Stagecoach

Stagecoach UK Bus is part of the Stagecoach Group and is one of the largest bus operators in the UK, operating express and local bus services.

Stagecoach connect communities in over 100 towns and cities in the UK, with two million passengers travelling on their bus services every day.

{Elaine Rosscraig}Head of Customer Insight, Stagecoach

“We wanted to expand our customer service offering online through social media platforms, to help gain customer insight and have regular conversations with our passengers”

our brief

BIG has allowed Stagecoach to leverage social media platforms to converse with their customers, by providing local service updates in real-time and answering their queries direct via Twitter.

what we did

BIG’s extensive knowledge of social media ensured that the Twitter model was aligned and integrated with the whole organisation, ensuring managerial buy-in at a national level.

BIG coordinated the full Twitter launch including the recruitment of Twitter agents, holding in-depth training sessions and briefing operational teams on their role within the Twitter model.

what we did

In order to engage with existing customers and reach out to new customers, we ran a Bus Driver of the Year campaign by asking Twitter followers to nominate their favourite local driver.

As well as generating positive feedback for the nominated drivers, it provided invaluable insight into our customers and generated increased exposure of the Twitter account.

end result

Working closely with Stagecoach’s customer service team, we have partnered with various local authorities to build an engaged community on Twitter with over 4,000 followers.

The Twitter account witnessed a peak number of Re-Tweets during the Bus Driver of the Year campaign with followers willing to share our messages to encourage further nominations.

The alignment of our Twitter model ensured that the accounts have been able to resolve over 3,000 customer queries directly through Twitter.

testimonial

{Elaine Rosscraig}Head of Customer Insight, Stagecoach

“As an Insight Team, we were heavily involved in monitoring the social media space. We attended a social media conference where BIG presented and we were so impressed that we asked BIG to help develop our social media strategy. Their expertise in this new realm of marketing is second to none and their team-based approach means that they are the perfect fit for our devolved business.”

Glasgow

The BIG Partnership5 Park Circus PlaceGlasgow G3 6AH

0141 333 9585

Edinburgh

The BIG Partnership4th Floor, Venue Studios21 Calton RoadEdinburgh, EH8 8DL

0131 557 5252

Aberdeen

The BIG Partnership11 Thistle PlaceAberdeen AB10 1UZ

01224 615000

Liverpool

The BIG PartnershipSuite 620, The Plaza100 Old Hall StreetLiverpool L3 9QJ

0151 600 5126

www.bigpartnership.co.uk info@bigpartnership.co.uk

Fife

The BIG Partnership36-40 High StreetKirkcaldy KY1 1LU

01592 643200