Client: South African Local Government Association (SALGA)
Industry: Government
Solution: WhatsApp API Chatbot
Introduction
The South African Local Government Association (SALGA) is a key entity in South Africa’s governance ecosystem, advocating for and supporting local municipalities in their mission to serve communities efficiently. However, internal communication challenges were hindering productivity and decision-making within the organization.
SALGA’s staff relied on fragmented communication channels, leading to:
- Missed messages and delayed responses
- Inefficiencies in accessing essential resources
- Inconsistent messaging and misalignment
- Security and privacy concerns on public communication platforms
- Difficulty tracking past communications
- Overloaded channels making prioritization difficult
- Increased workload on support staff due to repetitive queries
Recognizing these challenges, SALGA sought an innovative solution to streamline communication, boost collaboration, and enhance operational efficiency.
The Solution: SALGA Chatbot
Necta Technologies was commissioned to develop an internal staff communication chatbot to enhance efficiency and real-time interaction. Utilizing Infobip’s WhatsApp API and Agile methodology, we designed and deployed the SALGA Chatbot through a structured four-phase approach:
- Architecture
- Defined the system framework to ensure scalability and security
- Mapped out core communication workflows and user interactions
- Development
- Built a responsive and intuitive chatbot using the WhatsApp Business API
- Integrated key functionalities, including automated responses to common queries, message broadcasting, and resource access
- Testing
- Conducted rigorous testing to ensure seamless performance
- Refined chatbot responses based on user feedback
- Deployment & Adoption
- Successfully launched the chatbot within SALGA
- Provided comprehensive training to staff members to ensure adoption and ease of use
The Impact: Transforming Internal Communication
Real-time Communication:
Staff can now access important updates instantly
Seamless Access to Resources:
Quick retrieval of essential documents and information
Automated Responses:
Reduced support staff workload by handling repetitive queries
Enhanced Security:
Private, organization-specific communications on a secure platform
Improved Collaboration:
Increased efficiency and alignment across teams
Following the successful implementation, SALGA staff members embraced the new solution with enthusiasm, driving higher engagement and productivity.
Conclusion
Through the power of WhatsApp automation, Necta Technologies enabled SALGA to modernize its internal communication infrastructure, ensuring efficiency, security, and collaboration across the organization.
