“At Some Point, an Excel Spreadsheet Wasn’t Enough Anymore.”
To ensure that the coordination processes remain transparent and in order to maintain an overview in community management, even when lots of queries come up, the team started looking for a social media management tool.
Social Media: An Indispensable Way to Reach Customers
Promedico found a voice for its Pure Encapsulations® brand on social media, allowing it to reach its end customers. Because the products are sold exclusively through pharmacies, social networks are one of the most important direct contact points with end customers. The product motto of “healthy optimism” is conveyed via social media: Pure Encapsulations® uses its channels to share information about different health care topics, and wants to encourage its customers to lead a healthy lifestyle. The challenge is that the team must always comply with the nutrition and health claims regulation – an EU regulation that sets out clear provisions for nutritional claims made in advertisements. The in-house legal department therefore needs to be closely involved in content creation.
Approval processes: How Coordination Between Departments Has Been Dramatically Simplified
Day-to-day business in the Promedico social media team involves a lot of coordination. From planning posts to dealing with user messages, regular expert input is required from the legal and scientific departments. Confusing Excel spreadsheets and endless email chains with screenshots of comments used to be sent throughout the company. Approval is often needed twice, as detailed health care questions frequently go beyond the knowledge of the social media team.
In order to maintain an overview, Promedico decided to start using Swat.io. All its channels can be coordinated within the tool to ensure a consistent brand presence. The central ticket inbox makes it easy to coordinate all user inquiries.
Easy Management and Centralized Planning: How Swat.io Impressed Promedico
Swat.io won over Promedico with its ease of use. The tool is easy to get to grips with, meaning that all the departments could get started with it straightaway. The features required are clearly displayed and easy to use. Actions can be taken seamlessly, the mood in the community can be analyzed, and competitions and promotions can be carried out much more easily. In the area of community management in particular, Swat.io enables the team to apply a structured approach. This ensures that not a single comment is missed, and input from other departments can be gained systematically.
If a team member is sick or on vacation, it’s easy for someone else to step in. The entire editorial plan and all social media communications can be viewed by all team members at all times, and are clear and transparent.
What Promedico Has Been Able to Avoid Since Using Swat.io
Why the Team at Promedico Chose Swat.io
- Ticket inbox for transparent community management
- Internal notes for simplified approval processes
- Notes on tickets for questions between departments
- Editorial calendar for good coordination within the team
- Analysis of the mood of the community and individual users
- Response templates for efficient communication with users
- Analytics data for management reports