🤝NGO & Humanitarian🇪🇹 12 countries

Beneficiary support at humanitarian scale.

An international NGO uses Africall to run beneficiary helplines, GBV reporting and aid distribution coordination across 12 countries — with anonymous WhatsApp intake.

100%

Anonymous intake

Countries covered

4 hr

GBV response SLA

Live

Donor reporting

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The challenge

What wasn't working

Beneficiaries in crisis zones had no safe channel. GBV reports were lost. Donor reporting on impact metrics took weeks of spreadsheets.

The Africall setup

What we configured

Anonymous, confidential WhatsApp + SMS intake with end-to-end audit logs.
Multilingual case workers triaged via skills-based routing.
Donor dashboards aggregate impact in real time, exportable per programme.

Modules deployed

Omnichannel Inbox Ticketing AI Agents CRM 360 Analytics Workforce

Channels

WhatsApp SMS Voice Field tablet

Languages

English French Arabic Amharic Somali Tigrinya

Customer journey

How it flows, end-to-end

1
Beneficiary contacts hotline
Anonymous WhatsApp / SMS / call, language auto-detected.
2
Sensitive routing
GBV cases go to trained female caseworkers only.
3
Case management
Field workers update via mobile app, fully offline-tolerant.
4
Donor reporting
Aggregated, anonymised KPIs streamed to donor dashboards.