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British Airways

Internal communications using SMS


Most Twilio use cases are externally-facing, especially with SMS. However, DVELP’s British Airways solution is an internal communication tool.

The solution has been implemented to boost operational efficiency through fast and effective messaging.

Dvelp british airways img


British Airways is a 24-hour business, operating 365 days of the year all around the world. They have 10,000 team members who are fundamental to their operation.

British Airways came to DVELP with a challenge: they did not have an effective way to get important messages to key people quickly, in particular for colleagues whose role means that they are always on the move.

The tool would need to deliver a short amount of text and an audio message, and subsequently SMS was identified as the best channel to use.

  • SMS is virtually device-agnostic
  • SMS has an average open rate of 94%
  • SMS is cost-effective using Twilio


DVELP built a Twilio-based SMS notification tool for British Airways. It delivers SMS to 10,000 internationally distributed colleagues across a range of devices, all at the same time.

Using Twilio Notify, messages come from British Airways as an alphanumeric ID (i.e. SMS comes from "British Airways", rather than a number) in territories where this is available, and from a local number where it is not.

Our solution delivers an audio statement as a URL so smartphone users can listen online, whilst other users could listen to the voice message by calling a number within the SMS.

The admin interface lets users build their SMS campaign. They can upload a CSV with employee information, from which they can group contacts by categories like ‘location’.

We consider data security at every stage of a project, and for British Airways we used Authy two-factor authentication for added protection of colleague data.

Key Product Features

  • Device agnostic notifications
  • Delivers audio messages
  • Alphanumeric sender ID
  • CSV upload to admin interface
  • Two-factor authentication


British Airways successfully launched DVELP’s solution in February 2019, using it to publish their full year financial results to colleagues.

Further use cases will soon be rolled out.

“While most communications projects are externally-facing, the team was excited to apply our skills to this internal comms challenge.”

Ross Wilson, Product Manager | DVELP

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