ARB Hoppers Crossing

ARB Hoppers Crossing came to SCRM Media with four problems:

Limited social media impact The business wanted its social pages to bring customers in. Until then, the pages had done little for enquiries.

Missed younger audiences The team's usual ways of dealing with customers didn't land with younger buyers, so the business reached few of them.

Lack of enquiry flow through social They wanted more customers to enquire through social media, which had brought the business few enquiries until then.

High front-office workload They also needed a way to move customers from social media to an enquiry without adding manual work for the team.

SCRM Media delivered the 120 in 60 package, combining content, ad campaigns and customer engagement support so social media would bring in new customers.

This included:

• Ongoing content creation and social media support
• Lead generation campaigns
• Creative strategy built around ARB's products and workshop identity
• A clearer path for customers from social media through to enquiry
• A chatbot to guide customers and take load off the team

1. Turn social media into a sales channel We aimed the content at getting enquiries through social media.

2. Reach the audience they were missing We aimed part of the strategy at younger customers, who had engaged little with ARB Hoppers Crossing before.

3. Show the people behind the business We filmed the workshop, the team and their work, so customers could see who ARB Hoppers Crossing is and what sets it apart.

4. Improve the customer path to enquiry We set up a chatbot to move customers from social media through to direct contact. Customers found it easier, and the front office team had less to handle.

5. Keep the content collaborative and fresh The workshop team got involved in the weekly filming and kept putting forward new content ideas.

ARB saw these results in a short time:

• 1,300+ leads generated to support a bullbar sell-through campaign
• More customer enquiries through social media
• More engagement from younger customers
• Less manual work for the front office, with the chatbot taking customers through to enquiry
• Regular posts that people see
• Staff buy-in, with the team contributing ideas each week

Why it mattered

ARB used social media to bring in customers. It got 1,300+ leads, a quicker enquiry process, and a team involved in how the business looks online.