200 Agents, 12 Countries, Zero Chaos How Burn & Exotel Revolutionized Pan-African Customer Care

Burn Manufacturing is a pioneering clean cookstove company dedicated to saving lives, forests, and household incomes across Africa. By designing and manufacturing high-efficiency, durable stoves, Burn addresses critical challenges like:

• Indoor air pollution – Reducing harmful emissions by up to 90%
• Deforestation – Cutting firewood and charcoal consumption by over 50%
• Cost savings – Helping families save up to 40% on fuel expenses

With a presence in 12 African nations, Burn has sold over 3 million stoves, positively impacting 15 million people while preventing 20 million tons of CO₂ emissions.

Powering Customer Support Across 12 African Nations at Scale

To serve its rapidly growing customer base, Burn needed a unified, scalable support system that could operate seamlessly across:

Kenya, Tanzania, Uganda, DRC, Zambia, Malawi, Mozambique, Nigeria, Ghana, Somalia, and Madagascar.

Exotel’s Centralized Contact Center Architecture empowers Burn’s 200+ customer support agents to deliver exceptional service with:

»Real-time monitoring – Track performance and resolve issues proactively
»Unified reporting & analytics – Make data-driven decisions for better efficiency
»Consistent service quality – Ensure every customer receives the same high-standard support
»Enhanced operational resilience – Maintain business continuity across regions

The Impact: Faster, Smarter, More Reliable Support

By consolidating operations with Exotel, Burn has:

»Reduced response times for quicker query resolution
»Improved agent productivity with streamlined workflows
»Scaled effortlessly as demand grows across new markets
»Maintained 24/7 reliability for uninterrupted customer care

Technology Driving Sustainable Impact

This partnership highlights how the right customer engagement & experience platform can amplify social impact. Burn’s mission to provide clean, affordable energy is strengthened by efficient, scalable customer service, ensuring more households benefit from their life-changing solutions.

At Exotel, we take immense pride in partnering with visionary organizations. With sustainability and customer satisfaction at its core, Burn is transforming millions of lives and we’re honored to support their mission with seamless, scalable customer support.

Ready to Transform Your Customer Support?

Whether you’re scaling across regions or optimizing your contact center, Exotel’s solutions can help you deliver frictionless, high-performance customer experiences. Talk to us today.