Tonbridge & Malling Borough Council





Social accounts

Tonbridge and Malling Borough Council wanted to develop relationships with their residents through their 63 social accounts. SocialSignIn’s complete social solution has been the key tool in making this happen.


  • Tonbridge and Malling Borough Council have dramatically increased response times to incoming messages providing superb social customer service. Thanks to SocialSignIn’s unified inbox they can now offer instant responses during office hours, allowing residents to contact them through social rather than expensive conventional methods.
  • SocialSignIn’s easy to use platform has been integrated throughout the whole organisation, granting access to the less social savvy team members. Individual departments can now actively contribute towards their social presence whilst the Council can be confident that they are protected from social media crisis situations.

Social Needs

Drive the adoption of online channels

Tonbridge and Malling Borough Council wanted to deliver as many digital services as possible and encourage residents to self-serve using their website. They planned to shift some of their communication from traditional costly methods, such as face-to-face meetings and phone calls to social.

Permissions for individual users

Tonbridge and Malling Borough Council have been able to significantly reduce any fears they had about social asset security, previously passwords were shared. Users are now given their own unique account to post and manage content from, providing a visible audit trail. In addition to this, each user has their own set of permissions that determines whether they are able to post out freely, or whether the posts that they create have to be validated before going live.

Manage multiple accounts

Manage and enable access to all sixty-three social accounts that the Council run in one simple to use future-proofed platform. They wanted to grant access to multiple departments while retaining protection from employee error, unauthorised posts and social crisis.

What Tonbridge and Malling Borough Council said…

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