Client
Traveloka
Services
Social Studio Implementation
Traveloka, a leading online travel company in Southeast Asia, knows that building trust means more than providing a platform. It’s about helping people create unforgettable moments together. To deliver on this promise, Traveloka recognised they needed a more comprehensive approach to social listening. They required a robust tool to complement their existing tech stack, enabling real-time tracking of brand mentions and campaign performance across social media channels. This proactive stance would help them understand customers better and engage on their terms.
The Opportunity
The modern customer journey spans multiple channels, with travellers sharing adventures, feedback, and questions across Facebook, Instagram, and Twitter. For Traveloka, this shift presented a significant opportunity to move beyond reactive customer service and proactively connect with their audience. The goal was to transform how internal teams managed social media, from monitoring conversations and publishing content to engaging directly with customers. This approach was key to enhancing service, building a stronger community, and delivering on their mission of creating lasting memories.
What We Did
Centralised Social Listening Implementation
Xenai Digital implemented Salesforce Social Studio across Traveloka’s key platforms: Facebook, Instagram, and Twitter. This created a unified listening post, allowing the team to monitor all brand mentions and social campaigns from a single dashboard. This holistic view provided invaluable insights into customer sentiment, emerging trends, and real-time marketing impact.
Unified Publishing and Engagement Platform
We implemented Social Studio Publish and Engage, empowering Traveloka’s teams to schedule and publish content across all channels from one centralised platform. Crucially, it gave them the ability to respond and engage with customers directly within the same ecosystem, eliminating the need to switch between multiple tools.
Team Training and Integration
The project went beyond technical implementation. We worked closely with Traveloka’s teams to integrate Social Studio into daily workflows, providing training and support to ensure a smooth transition and high user adoption.
The Results
Through Social Studio implementation, Traveloka transformed their social media operations. They gained a clear, centralised view of their brand’s online presence, enabling faster, more effective decision-making. The ability to listen, publish, and engage from one platform significantly improved team efficiency and coordination. This transformation enhanced their brand reputation management while empowering them to build stronger, more authentic customer relationships.
What It Means For The Team
For Traveloka’s team, this transformation was deeply meaningful. With a centralised view of social conversations, they could see the joy in family holiday photos, excitement in traveller posts, and concern in customer questions. This real-time listening and response capability made every interaction more personal and human, ultimately making their work more impactful.
Turn Social Conversations Into Connections
Want to get more out of your Salesforce platform?
Contact Xenai Digital today to see how we can help you build a technology stack that creates lasting customer connections and drives measurable growth.