How ksrtc used social media channels to effectively connect with customers

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A RECIPE FOR SUCCESS
HOW KSRTC USED SOCIAL MEDIA CHANNELS
TO EFFECTIVELY CONNECT WITH COMMUNTERS?

website: www.strategicoutsourcingservices.com Email: info@strategicoutsourcingservices.com Call Us: 080-41435564

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The Client - KSRTC

KSRTC - Karnataka State Road Transport Corporation operates intercity bus services, and interstate
buses to Kerala, Andhra Pradesh, Tamil Nadu, Goa and Maharashtra. KSRTC has a fleet of over 5500
buses and covers approximately 20 Lakh kilometers per day. KSRTC transport has achieved an
average of 2.2 million passengers daily and employs about 25,000 people.

Campaign - Socializing KSRTC

KSRTC has embarked on a massive up-gradation and modernisation of bus stands, improvement of
passenger amenities, drinking water facilities, and landscaping.
Apart from these infrastructure developments, KSRTC looked for effective online channels to extend
its sheen among the public. This corporation started exploring social media channels like Facebook
and Twitter to brand its bus services.

SOCIAL MEDIA OBJECTIVES for KSRTC:

KSRTC was keen to step up its value from social media deployment. This organization had these
objectives:

• Expand Online Reach & Brand Awareness
• Enhance and Manage Reputation of KSRTC
• Create Better Customer Relationships with commuters
• Increase Traffic to KSRTC Website
• Build brand awareness through online channel
• Increase Revenue for KSRTC
• Popularise public transport among public ( especially new generation commuters)
• Increase Page rankings organically


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Our Social Media Game Plan for KSRTC

Strategic Outsourcing Services researched the existing initiatives taken by KSRTC and proposed
more concentrated effort through social media channels. Our social media experts prepared a
detailed proposal to achieve these objectives.

Even though social media tools are free, it requires time, expertise and effort to engage with
customers. With our knowledge on social media marketing, we implemented full-scale social media
engineering for our client KSRTC. Here is a glimpse of our activities in social media channels:

• Daily activity on Facebook
• Regular tweets in Twitter
• Timely response to user queries in social media channels
• Share news, updates of KSRTC in all channels
• Popularise KSRTC website through social bookmarking
• Share KSRTC news through digital PR

One Partnership with endless social possibilities

Early adoption of effective social media platforms gave KSRTC a head start in Social media channels.
We used Social media to fundamentally create lively conversations with the public. We over-achieved
the goals by optimizing each channel.


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How we promoted KSRTC in social media:
Promoted Bus Day through new Facebook landing pages
Retweeted relevant tweets to followers
Used viral campaigns through Youtube
Added KSRTC in top 80 Social bookmarking sites
Shared information on new bus routes, timing, etc
Used matching content tone to increase engagement with the brand
Conducted Facebook poll to get feedback from public
Increased Facebook 'like' through constant follow-up
Increased referrals from fans/followers
Used social media channels to get more visitors to website
Conducted real time search on KSRTC in Google


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The Payoff from Social Media Exposure:

We helped KSRTC embrace this consumer-driven social media. Our social media experts did timely
follow-up of news, updates for KSRTC. We used social media monitoring tools and techniques to
propel, promote KSRTC and popularised the brand.

Here’re the results:

• Increased customer service by quickly responding to customer grievances
• Increased the average daily likes in Facebook to 12
• Average 15 comments on all Facebook posts
• Poll was featured on The #MercedesBenz Daily
• Generated 450 views from viral Marketing campaigns
• Increased the number of active users to 250

Through regular follow-up, we have showed how social media can add value and credibility to KSRTC.


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Spotlight on social media engagement

Companies can effectively use social media to spur quick responses and increase visibility. Public
Transport Organisations like KSRTC has proved how social media help them stay connected with
commuters. Early adoption of social media by KSRTC has not only given them a powerful brand
presence, but also a head start on getting the word out.

Take Away

Social media is still exploding. In an age where social media presence is growing, it's important for you
to use social media channels to respond, inspire, inform, and make your customers happy!


How ksrtc used social media channels to effectively connect with customers

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How ksrtc used social media channels to effectively connect with customers