Customer Quote

When you look under the hood of a nonprofit, what you see immediately are process and technology challenges. Step with Hope volunteers were taking notes during phone calls instead of spending time on in-person interactions, and people still couldn’t get through for help.

Caroline Suni,
CFHT Product Manager

Customer achievements.

Customer Achievements

153,000

aid requests processed over 20 months

50,000

families received aid

500+

projected annual hours returned to volunteers

400

hours saved and repurposed

Automation helped humanize aid requests and enabled people in crisis to use a better, easier process to receive support

As the demand for humanitarian aid in Ukraine outpaced the capacity of NGOs such as Step with Hope, a solution was needed to rapidly scale operations and enable overburdened volunteers to focus more time on end-to-end personalized support with IDPs and refugees.

In the first 10 weeks of use, the ‘Telegram for Humanity’ Bot processed more than 17,500 requests from over 14,000 people. The bot successfully handled the variability in assistance requests, managing instances with 4-5x more tickets per day without a decrease in productivity—ultimately saving a total of 400 hours for volunteers to repurpose into essential direct relief.

Processes Automated

  • Accepting, processing, and validating aid requests

Customer overview.

The Center for Humanitarian Technology is a nonprofit that harnesses the power of technology and operations solutions to optimize global humanitarian efforts.

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