Social Media Case Study:
Brand & Customer Service
Supagas
About The Client: Supagas
Supagas: From No Social Media Presence to Industry Leader Online
Supagas is one of Australia’s leading providers of LPG, industrial, medical, and helium gas, with subsidiaries nationwide. Before partnering with us, Supagas had never used social media—so we built their presence from the ground up, ensuring strong brand positioning and a competitive edge online.
Our Strategy
Phase One: Building the Foundation
Starting from zero presence, we focused on establishing credibility with a professional and engaging social media presence:
- Set up and optimised Facebook & Instagram
- Created high-quality, brand-compliant content
- Grew a targeted audience for social proof
- Ensured strict adherence to brand guidelines and legal approvals
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Phase Two: Running Ads & Driving Engagement
Once the foundation was set, we launched strategic ad campaigns and engaging content to build Supagas’ presence:
- Ran brand awareness ads to strengthen industry positioning
- Promoted special offers to both new and existing customers
- Created value-driven content to educate and engage users
- Launched a competition to build excitement and expand reach
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Phase Three: Customer Service Integration
As the brand grew, so did customer interactions. To manage this effectively, we:
- Trained our social media coordinators to collect customer inquiries via social media
- Developed a system to direct inquiries to the correct subsidiaries across Australia
- Implemented a strict 24-hour response policy for all comments and messages
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Phase Four: Scaling & Long-Term Growth
With a strong digital presence, we focused on sustained growth and market dominance:
- Ran targeted ads to maintain and expand reach
- Optimised engagement strategies to keep customers connected
- Expanded Supagas’ digital footprint beyond competitors
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From zero social presence to a thriving, customer-focused platform, Supagas has leveraged social media to enhance brand awareness, customer service, and business growth. 
The Goal
The main challenge was creating content and ads that was legal friendly as this industry is highly regulated, the messaging needed to be safe, on point and clear.
The Result
- Consistent growth month on month in terms of reach and enquires to the page.
- Reach: 259,885 people monthly with an average growth rate of 10% a month.
- Engagement: 59,252 engagements monthly with an average growth rate of 7% a month.
- Messages to the page: 76 messages on average per month from exisiting and new customer enquires
- New followers per month: 100-300 relevant followers (not the focus)
Social media has become an important channel for Supagas over the years, it has simplified customer communication and has greatly helped with brand recognition. In terms of increasing digital reach the process we have implanted ensures growth every month.
