Twilio Case Studies Twilio's Low-Cost Solution for Connecting Migrant Workers in Singapore with Families
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Twilio's Low-Cost Solution for Connecting Migrant Workers in Singapore with Families

Networks & Connectivity - Cellular
Speech Recognition
Time Sensitive Networking
The migrant worker population in Singapore faced a significant challenge during the global pandemic. The need to connect with their families became critical, but technical and logistical issues made it difficult. Many of their families back home did not have access to Wi-Fi or could not afford data plans for calls via WhatsApp or Viber. Landlines were often the only option, but obtaining prepaid calling cards became challenging due to quarantine orders and the risk of virus spread. The situation was further complicated by the fact that many of these workers' families resided in Bangladesh, where the infrastructure for digital communication was not as robust.
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The customers in this case are the migrant workers in Singapore, many of whom have families in Bangladesh. These workers faced significant challenges in communicating with their families due to the lack of Wi-Fi or affordable data plans in their home countries. The global pandemic further complicated the situation, making it difficult and risky to purchase prepaid calling cards. The Call Home app, powered by Twilio, provided a much-needed solution for these workers, enabling them to connect with their families more frequently and at a lower cost.
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A group of acquaintances participating in a Facebook and TikTok Techathon developed an app to help isolated seniors with 3G smartphones communicate with their loved ones. When they became aware of the predicament facing Singapore’s migrant worker population, they quickly pivoted to focus on that need. They partnered with Twilio to create an app called Call Home. Twilio’s Programmable Voice solution had the right features to make the Call Home app easy to use and quick to launch. It enabled low latency and clear audio capabilities, leading to higher and more reliable call quality compared to prepaid cards. Twilio’s Programmable SMS was also used as an internal solution to help onboard migrant workers to the app. To ensure cost-effectiveness, provided a discounted rate, leading to a significant decrease in calling costs.
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The Call Home app has had a significant impact on the lives of migrant workers in Singapore. Since its launch in September, workers have been able to spend more time talking to their families due to the app's lower cost compared to prepaid calling cards. On average, workers are now able to connect with their loved ones approximately 30 times more, translating to about 75-100 minutes per week. This has helped alleviate the feelings of isolation and loneliness that many workers were experiencing. The team also partnered with the non-profit Transient Workers Count Too (TWC2), to support the most vulnerable migrant workers. The first 1,000 workers were onboarded by the end of 2020, with plans to onboard an additional ten thousand by the end of 2021. As demand increases, there are plans to expand Call Home to other countries such as Indonesia or Myanmar.
40% reduction in call cost
30X increase in the number of calls to family
Increase in average talk time from 30 to 75 minutes
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