Case Study: MAF Papua New Guinea improves emergency response and coordination with Zoho Desk

MAF PNG uses Zoho Desk to stay informed and continue saving lives

MAF Papua New Guinea, a non-profit aviation service, faced significant challenges due to archaic, siloed communication systems. Using emails, notes, and verbal requests led to critical information being overlooked, which dangerously delayed their life-saving medical evacuation and support services to over 200 remote communities. To address these communication gaps and improve coordination across its 12 decentralized bases, the organization turned to the vendor Zoho Desk for a centralized ticketing solution.

By implementing Zoho Desk, MAF PNG created a unified accountability structure where all requests from email, phone, and WhatsApp are converted into trackable tickets. This solution provided a streamlined view of operations, eliminated lost communications, and enabled swift case escalation. The vendor's platform allowed for granular ticket filtering and assignment, ensuring specialized requests were handled by the appropriate staff. As a result, the organization now has full visibility into all operations, can prioritize work effectively, and has established a reliable system to prevent tragic delays, ensuring help reaches those in need quickly.

MAF Papua New Guinea

Todd Aebischer

Country Director