Executive summary
Echo Network Africa (ENA) is a growing East African network running multiple programmes. Their old ticketing system couldn't keep up — no prioritisation, no analytics, no scaling. Redian deployed Zoho Desk with multi-channel intake (email, social, web), automation, knowledge base and reporting dashboards. Support is now a real operation, not a series of email threads.
About the client
Echo Network Africa (ENA) is a network advancing women's empowerment across East Africa, running multiple programmes with significant beneficiary interaction.
The challenge
Inquiries came in through email, social media and the website with no central capture. Tickets had no priority, no SLA and no audit trail. Reporting was anecdotal at best. As programmes grew, the operational drag was starting to limit how many beneficiaries the network could reach.
- Inefficient ticketing system lacking tracking and prioritization features
- Communication breakdowns causing delays and miscommunication
- Limited reporting and analytics capabilities
- Scaling issues as network and programmes expanded
Our approach
Redian implemented Zoho Desk as the central support platform, wired up email/social/web intake, configured automation for routing and responses, and built a knowledge base for repeated questions. Real-time dashboards give leadership the operational visibility they were missing.
What we built
- Centralized ticketing platform managing all support requests
- Multi-channel integration with email, social media and website
- Automation including pre-defined responses and knowledge base
- Real-time reporting dashboards for performance insights
Implementation
- 01Discovery — programme-level intake flow mapping across channels
- 02Configure — Zoho Desk with automated routing, SLAs and category-based queues
- 03Integrate — email, social media and website intake unified into one inbox
- 04Build knowledge base — common questions captured, surfaced to support team and beneficiaries
- 05Launch dashboards — real-time reporting for leadership visibility
Outcomes & impact
- Faster inquiry response via automated ticket routing
- Significantly reduced average resolution time
- Increased staff productivity handling more requests efficiently
- Data-driven insights enabling process optimization
Technology stack
The platforms, frameworks and tools behind this engagement — grouped by role.
- CRM / ERP
- Zoho Desk
Why this matters
Non-profits running multiple programmes face the same operational pressure as for-profits — but with smaller teams and tighter budgets. Every minute spent on inefficient ticketing is a minute taken from beneficiary outreach. Modernising support is a force multiplier for impact, not just an admin upgrade.
What this unlocked
More inquiries handled, faster — without growing the team. Leadership can see which programmes generate the most requests and where to invest. The knowledge base captures institutional knowledge that previously lived in individuals' inboxes.
Related expertise
We partner with non-profits, NGOs and social-sector organisations to deploy enterprise-grade systems at non-profit scale and budget. See iSolutions for a similar Zoho Desk transformation in the for-profit space.
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