SMS Notifications for Frontline Workers

When email is the better channel

SMS is not the most practical channel for every workflow message. Email is better for notifying a user about a newly assigned case because it can contain more information and richer formatting. Users also move between computers and smartphones. Email works on both devices when the workflow platform runs in a responsive browser, as AMODIT does, while an SMS remains on the phone.

SMS becomes useful when a process needs to reach recipients outside those normal digital channels.

Reaching people without smartphones or system accounts

One customer needed to notify a group of frontline workers who had no workplace computer, might not have smartphones and did not have workflow accounts. The messages covered important workplace information such as days off and changes in working arrangements.

A working solution was delivered within an hour of the request. First, the team created a directory containing the names and phone numbers of the people who should receive SMS messages.

The team then created an SMS Notifications process with a form for each message.

The form accepts the message text and displays recipients from the directory. A user can review the list and add or remove people for that notification. AMODIT stores the final list, providing a record of each message and its recipients. Selecting Send completes the process.

Summary

The resulting process is simple and functional. AMODIT's built-in SMS capability and configurable workflows solved the customer's communication requirement within 1 hour.

Reach employees through the right channel