ARB Hoppers Crossing

ARB Hoppers Crossing came to SCRM Media looking to solve a few core issues:

Limited social media impact The business wanted social media to become a more effective customer-facing channel, rather than just a passive presence.

Missed younger audiences Traditional ways of interacting with customers were not connecting strongly enough with younger buyers, creating a gap in reach and engagement.

Lack of enquiry flow through social They wanted more direct customer enquiries coming through social media, which had not previously been a strong avenue for the business.

High front-office workload They also needed a better way to move customers from social media to a real enquiry, without creating extra manual work for the team.

SCRM Media delivered the Dominate Package, combining content, campaign execution, and customer engagement support to turn social media into a real acquisition channel.

This included:

• Ongoing content creation and social media support
• Lead generation campaigns
• Creative strategy built around ARB's products and workshop identity
• A stronger customer journey from social media through to enquiry
• Chatbot support to help guide customers and reduce team workload

1. Turn social media into a real sales channel Posting content was not the goal. The goal was making social media a stronger source of real enquiries.

2. Reach the audience they were missing Part of the strategy was aimed at helping ARB Hoppers Crossing better connect with younger customers who had previously been under-engaged.

3. Show the people behind the business By creating content around the workshop, the team, and the work being done, we helped customers see who ARB Hoppers Crossing is, what they do, and what makes them different.

4. Improve the customer path to enquiry With chatbot support moving customers from social media through to direct contact, the process became easier for customers and lighter on the front office team.

5. Keep the content collaborative and fresh Weekly filming got the workshop team involved in the process, and they kept putting forward new content ideas.

The impact was strong in a short period of time:

• 1,300+ leads generated to support a bullbar sell-through campaign
• A clear increase in customer enquiries through social media
• Stronger engagement from younger customer segments
• Reduced manual load on the front office, with the chatbot moving customers through to enquiry
• A social presence that posts regularly and gets seen
• Stronger team buy-in internally, with staff actively contributing ideas each week

Why it mattered

This is what happens when social media is used to bring in customers rather than to look busy. ARB got the 1,300+ leads, a quicker enquiry process, and a team that was involved in how the business looked online.