How Wrike Empowers Hootsuite’s Focus on Customers Across 175 Countries
Hootsuite is a social media solution that allows individuals and businesses to manage all their social media channels in one place.
As Hootsuite expanded into 16 offices, they experienced an increase in task volume across time zones.
With a global customer base of more than 16 million users in 175 countries, Hootsuite is the most widely used social media platform in the world. Over the last five years, the number of offices and marketing assets it manages, and customers it handles, has grown substantially. This means its marketing operations team has faced a challenge: How to track progress and communicate across regions with an increase in workloads?
"It’s very difficult working cross-functionally on dozens of projects with so many people across so many different locations and time zones,” says Symon More, Resource Manager at Hootsuite. “We need to make sure that everything's getting delivered at the right time and all the deadlines are met, because I'm often the person chasing people down when they’re not."
“We want our emails to be as tailored as possible and to make sure that the messages we're sending to people actually apply to them,” says Emilie Vachon, Lifecycle Marketing Coordinator at Hootsuite. “But our team has to juggle a lot of other priorities and responsibilities. The amount of different requests we get really impacts our day-to-day. And if it’s not managed correctly, the customer experience suffers.”
Wrike bridges the geographical gap and provides easy work visibility — allowing Hootsuite to focus on customer experience.
Also, the team no longer has to toggle between email and spreadsheets to find important information, Vachon says.“If you're going back and forth over email with all the different stakeholders, emails end up getting lost in a thread, never to be seen again,” she says. “If you have it in Wrike, everything is there. Everyone's aligned, and everyone can be absolutely positive on the deliverables they need to deliver to your team.”
“Some of the historical challenges that marketing operations teams face — and I've definitely faced in the past — is if you don't have a platform that is very holistic, often you'll be left with some people using a spreadsheet and some people using email,” adds More. “There was no central place that you could go to easily to get the information that you need, when you need it… until we found Wrike.”
Now that Wrike has helped Hootsuite streamline projects, the marketing ops team no longer has to worry about bridging geographical distances and can focus on refining their customers’ experiences. “Hootsuite is a company that is really customer-obsessed. We focus a lot on making sure that we give our customers the best experience,” says Vachon. “With Wrike in play, everyone's aligned from the start so our focus can be where it should be: on the customer.”