11.5% follower growth with on-brand social care

Victorinox Indonesia needed always-on social media that stayed strictly within global brand guidelines, a constraint that rules out most of the fast, reactive social content that typically drives engagement. Every post had to feel unmistakably Victorinox, premium and restrained, not trend-chasing.

On top of content, the brand needed real customer support handled through DMs: product info, stock availability, store locations, troubleshooting, and spare parts requests for Swiss Army Knife and Travel Gear Essentials owners. This meant social media was not just marketing, it was also a support channel.

The challenge was building a content operation disciplined enough to pass Asia/HQ approval every time, while still being responsive enough in DMs to feel like a real brand relationship, not a corporate account that goes quiet after posting.

We built content pillars and an always-on content calendar, so every post traced back to an approved theme rather than being improvised. This made the Asia/HQ approval workflow predictable: content was produced and approved in batches against the calendar, not one ad-hoc post at a time.

We managed the full publishing schedule and monthly performance reporting, keeping a premium, on-brand visual identity consistent across every post, comment, and story. Every piece of marketplace artwork was produced in-house and cleared through the same Asia/HQ approval workflow used for e-commerce assets.

On the support side, we handled DM customer support directly: product information, stock and store availability, troubleshooting, and spare parts requests. Faster, more consistent DM response handling built trust that showed up as +11.5% follower growth in a single month and measurably stronger purchase consideration.