Software for editorial processing and community management on social media

For more than 10 years, ÜSTRA Hannoversche Verkehrsbetriebe Aktiengesellschaft has been represented on Facebook, Instagram and YouTube. In order to be able to play this (and possibly other) social media presences fully – both in the editorial and in the community management area – we need web-based software. The social media team of ÜSTRA consists of employees in the areas of marketing / external communication and customer service. The long service times result in a layer system.

Therefore, we need about 65 licenses, 55 of them only need the functions that are essential for community management. This software is the connection to the social media presences of ÜSTRA on Facebook, Instagram, YouTube and – optionally – to other social media platforms such as TikTok and LinkedIn.

The requests of the users (fans or followers – depending on the platform) run into the system as a direct message, comment, post or reply and can be processed from there (answered, forwarded by mail, internally assigned, sorted away or deleted on the platform). It is important to have a dashboard that is as clear as possible, which shows users at a glance which “tickets” are still open and which are currently being processed by other users in order to avoid duplicate processing.