Connecting digital
and call center teams
through Sociality.io

A globally recognized healthcare brand

Çağla, with a Bachelor’s degree in Public Relations and Advertising from Istanbul University, began working while still in university and took her first steps into social media during her internships. Her journey with Sociality.io started long ago, and she was the one who first recommended it to Memorial Hospital Group. She has been part of the Memorial management team for five years now and describes Memorial as a dynamic company with both domestic and international operations. With around 7,000 employees, Memorial aims to create impactful projects in Turkey and beyond.

Having worked in both agencies and corporate brands, she explains, “Memorial is corporate but decision-making happens quickly. It’s structured yet dynamic, making it an exciting place to work.”

Memorial operates 11 hospitals in Turkey and abroad, a medical center, and a wellness center, in addition to organizing various events such as science talks and panels. Everything related to digital channels is handled in-house, with her and her team overseeing all social media aspects of the brand. While the team is divided into domestic and international operations, both use Sociality.io.

“When I joined Memorial, I focused on making social media management and strategy even more structured. Over time, we built a strategy and a cohesive visual language, but as our workload grew, managing everything manually became a challenge. We needed a tool to streamline our processes,” she explains. Posting content across multiple social media platforms one by one became increasingly difficult. “At some point, even consolidating data became overwhelming,” she adds. That’s when she suggested transitioning to Sociality.io.

One of the standout aspects for her has been Sociality.io’s customer support. “Your team’s quick responses and efficient assistance have made a strong impression on us,” she says.

Beyond her team, Memorial’s call center also uses Sociality.io for moderation. This has been a game-changer for them. “Real-time tracking of customer experience is crucial in the healthcare sector. Having a single platform that connects both our call center and digital teams has been incredibly beneficial. In healthcare, response time is critical, and this integration allows us to manage situations much more effectively,” she explains.

One of the most unique ways Memorial uses Sociality.io is in performance tracking for the call center. “For example, employee performance is partially based on their activity within Sociality.io—the time they spend on the platform and their response efficiency factor into their evaluations. This has provided valuable insights for our performance evaluation.” she shares.

When it comes to Analytics, Çağla finds Sociality.io to be invaluable. “It helps me gain insights, assess our current standing, take action, and track our competitors with the same metrics—all in one place. Observing what’s being shared, what generates positive engagement, and why certain topics resonate with audiences provides valuable insights that help us enhance our projects,” she explains.

A recent trend she has observed: “We’re seeing more doctors actively using social media, and hospitals are starting to collaborate with them. This is something we’ve noticed through Sociality.io, and we’ve started researching it further,” she says.

As for the most frequently used module, she and her team use the Sociality.io Publish Module. “In healthcare, trust is everything. Providing accurate information, on the right platform, at the right time is essential. Sociality.io has been an incredible tool in ensuring that we do just that,” she states. “Thanks to the efficiency I achieved after using Sociality.io, I had time to create more strategic content that supports our KPIs, which led to improvements in interaction, reach, and view counts” she adds.

She also mentions how much she enjoys receiving Sociality.io’s weekly newsletter. “It’s so well-structured, clean, and easy to navigate. The clickable links make it super practical, and it’s great to get regular updates.”

Thank you, Çağla, for such a great and insightful conversation! We look forward to continuing this amazing partnership with you and Memorial for many more years to come.