Centrica

Project goals

• Increased control over social media efforts
• A central point from which to publish and engage with customers
• Ability to monitor mentions of their brand in social spaces
• Ability to track the effectiveness of their social media campaigns

How we did it

Different levels of user permissions mean that whilst many people can produce content, only a select few can authorise its publication. This acts as a safety net, helping avoid any social media disasters, the likes of which we see all too frequently.

Using our Hub's dashboard and engagement module, British Gas can see what is being said about them across all social channels. From the same place they can respond and engage with their customers. This has proven particularly useful for their customer service arm.

Using the Hub's monitoring capabilities, British Gas can store any mentions of themselves, competitors, and industry keywords. They can also build a profile of who those people engaging with and talking about them are. These social profiles can then be ranked and sorted into groups through fully customisable criteria.

Using the Social Insights module within the Hub, British Gas can measure the reach, sentiment, and general effectiveness of their social media efforts, alongside plenty of extra useful statistics. They can measure the success of their entire output, a specific campaign, or even drill down to analyse a particular author's efforts, or a single tweet or post.

Client profile

As the nation's leading energy supplier, more people choose British Gas to supply energy to their homes than any other supplier.

British Gas is a British-owned company. As part of the Centrica Group, they provide gas, electricity and home repair services to millions of customers in Scotland, Wales and England. In fact, they are the UK's leading energy and Home Services provider.