Case Study: ELARABY Group achieves 60% boost in customer retention and 3x team productivity with Tactful

Tactful AI helps ELARABY Group improve customer retention by 60% & increase team productivity by 3x

Elaraby Group, a leading Egyptian industrial and retail conglomerate with over 40,000 employees, 14 global brands and millions of monthly digital visitors, was overwhelmed by thousands of daily customer interactions across social and web channels. Faced with large traffic, long response times and repetitive tasks that hurt customer satisfaction, Elaraby Group partnered with Tactful and deployed Tactful UCX — a unified, AI- and data-centric customer experience platform featuring AI Chatbot, AI Helpdesk, ticketing and omnichannel support.

Tactful implemented a three-phase solution: an AI chatbot to handle mass inquiries, Tactful’s AI Helpdesk for unified agent workflows (AI-assist, routing, knowledge base and collaboration), and ticketing with CRM integration to organize back-office operations. The result: customer retention improved by up to 60%, team productivity and collaboration increased up to 3x, up to 80% efficiency uplift through agent augmentation, a 2.5x boost in conversion, and thousands of tickets managed monthly while centralizing communications across 13 brands — all delivered by Tactful.

Elaraby Group

Manal Negmeldin

Head of Digital and Omnichannel