Page 11 - Raise Your Game: 13 Social Success Stories
P. 11

In 2014, a er the history-making  rst Open Enrollment under the A ordable Care Act, Covered California was faced with a decision. There were thousands of incoming posts and messages on its social channels from customers seeking assistance, however Covered California needed a way to e ciently and  mely respond to all incoming messages.
Through their marke ng agency, they chose to invest in their social channels by turning them into func onal marke ng and customer service pla orms. However, Covered California needed new tools that could provide a robust, responsive customer support channel and an e cient social marke ng and publishing pla orm.
82%
RESPONSE RATE WITHIN
2 hours 250%
INCREASE IN POSITIVE SENTIMENT CONVERSION
273k
FACEBOOK FANS
12k+
INCOMING POSTS
PER MONTH
“The key words to describe Campbell Ewald's pla orms for managing Covered California's social media marke ng and social customer care are speed and e ciency. We are now faster and more e ec ve, and that’s the reason we switched to Lithium Reach and Response.”
— Arman Belding, Senior Digital Strategist, Campbell Ewald (Covered California’s agency of record)
CASE STUDY
2016 LITHY ENTRY
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