The Challenge
A leading non-profit organisation, dedicated to empowering urban slum communities through health, education, and economic initiatives, sought an effective way to engage with thousands of beneficiaries. With a large network of individuals relying on their services, the organisation needed a communication solution that could facilitate two-way interactions, gather essential feedback, and streamline survey processes.
The Solution
To address this challenge, the organisation leveraged Mteja’s Two-Way SMS and WhatsApp solutions, ensuring that their communication efforts were both scalable and impactful. By integrating these channels into their outreach strategy, they successfully improved response rates, increased engagement, and enhanced the efficiency of their surveys.
About Mteja
Mteja is a leading cloud-based communication platform designed to help organisations streamline customer interactions through SMS, voice, and WhatsApp channels. With Mteja, businesses and non-profits can automate messaging, enhance engagement, and collect valuable insights with ease. The platform provides scalable and data-driven communication solutions, enabling seamless outreach and efficient customer service.
The Impact
Enhanced Engagement with Two-Way SMS
Using Mteja’s Two-Way SMS platform, the organisation sent out 714,907 outbound messages and received 136,954 inbound responses, achieving a remarkable response rate. This allowed them to gather critical information from beneficiaries in a timely and structured manner.
Expanding Reach Through WhatsApp
Understanding the growing preference for digital messaging, the organisation also incorporated WhatsApp into their communication strategy. They reached 4,448 individuals, exchanging a total of 25,884 messages (9,094 inbound, 16,790 outbound) while maintaining an impressive 54.16% response rate and a 94.08% open rate.
Driving Impactful Surveys
The organisation successfully conducted multiple surveys to improve service delivery and community support. These included:
Training Verification Surveys – Ensuring beneficiaries completed and understood their training.
Report Surveys – Used for reporting and receiving real-time updates on various community issues.
Consent Request Surveys – Gathering necessary permissions from participants.
Sustainable Livelihood Surveys – Assessing learning and adaptation management plans for long-term impact.
Job Placement Verification Surveys – Tracking employment and income-generating activities among beneficiaries.
The Future
Looking ahead, the non-profit will be leveraging Mteja’s AI-powered knowledge assistant within a WhatsApp chatbot to further enhance engagement and streamline communication. This AI assistant will provide beneficiaries with instant responses to frequently asked questions, automated guidance on services, and real-time support. By integrating AI into their outreach, the organisation aims to improve accessibility, reduce response times, and create a more seamless experience for their community.
Conclusion
By partnering with Mteja, this non-profit has transformed the way it engages with beneficiaries, streamlines surveys, and gathers real-time feedback. Now, with the introduction of an AI-powered WhatsApp chatbot, they are set to further optimise their communication strategy, ensuring that every interaction is timely, effective, and impactful. This continued innovation reinforces their mission of empowering communities and driving sustainable change.