Globemed
Globemed is a non-profit organization based in the US with a mission to improve global health and contribute to poverty-stricken areas in Asia, Africa, and the Americas. By bringing students from universities together with communities around the world, Globemed gives students the opportunity to work with health leaders, learn, and contribute to the collective vision of changing the world.
Service:
Systems Integration
Challenge
Globemed sought to enhance its support services. Recognizing SMS as a highly effective communication channel, Globemed aimed to integrate SMS with Freshdesk, their existing helpdesk software.
The objectives were:
- Enable end-users to submit tickets to Freshdesk via SMS and allow agents to communicate with customers through SMS.
- Implement auto-triggered SMS notifications based on ticket creation and updates to streamline communication.
- Increase the efficiency of agents through automated SMS templates and notifications.
Scope
- Vodafone and Freshdesk Integration
- Two-way SMS communication
- Automated SMS notification
- Bulk SMS and reporting
Solution
Codup developed a custom integration of Vodafone and Freshdesk for Globemed, featuring:
Two-Way SMS Communication:
- Users could submit tickets via SMS, and agents could reply via SMS, facilitating seamless communication.
- Integration with Vodafone ensured reliable SMS delivery and reception.
Automated SMS Notifications:
- Agents could create templates for auto-triggered SMS on ticket creation and updates, enhancing responsiveness.
- Automation rules enabled customized SMS notifications based on specific triggers.
Bulk SMS and Reporting:
- Agents could send bulk SMS to contact lists and view delivery reports, ensuring effective mass communication.
- The app allowed filtering and searching of delivery reports based on various parameters.
Results
With this integration, Globemed not only optimized its customer support but also aligned its services with the modern, mobile-first preferences of its diverse user base. The SMS integration ensured that support was accessible anytime, anywhere, elevating the customer experience.
