Case Study: Nonprofit Human-I-T boosts efficiency and serves 4x more households with Medallia Concierge

Human-I-T Uses Messaging to Increase Efficiency & Serve More Customers

human-I-T is a nonprofit that refurbishes donated computers and connects underserved households to low-cost internet and digital literacy programs. Facing a slow, phone-based application process that could take 45 minutes per call and strained staff capacity, human-I-T adopted Medallia Concierge’s cloud-based messaging platform (Medallia Zingle) to communicate with clients via real-time text and streamline outreach.

Medallia Concierge implemented text messaging, audience segmentation, templates, automated reminders and analytics, enabling human-I-T to cut average conversation time from 45 minutes to about 2 minutes. As a result, human-I-T increased connected households from 700 in 2017 to 2,700 in 2019, grew capacity with only one additional hire (nearly 4x the households served), improved follow-through and grant outcomes, and is now using Medallia Concierge analytics to find further growth opportunities.

human-I-T

AJ Middleton

Senior Program Manager