Infobip Case Studies ELARABY Group: Leveraging IoT for Enhanced Customer Experiences

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	ELARABY Group: Leveraging IoT for Enhanced Customer Experiences Infobip

ELARABY Group: Leveraging IoT for Enhanced Customer Experiences

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Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Electronics Healthcare & Hospitals
Applicable Functions	Procurement Sales & Marketing
Use Cases	Chatbots
Challenge	ELARABY Group, a leading home appliances and electronics manufacturer in Egypt, has been experiencing exponential growth, exporting to over 60 countries worldwide. With over 3,000 sales partners, 25 branded stores locally, and more than 600 after-sales service centers, the company has a growing customer and partner base. This growth brought about the need to improve customer experience and engagement. The company was keen to identify the right channel to best handle their customer experience requirements on a large scale. They quickly identified that their communication with clients needed to be fast, reliable, and satisfactory to the growing expectations of those they served. To address these challenges, and as part of their ongoing mission to engage in digital transformation and customer experience (CX), ELARABY Group sought a quick-to-market solutions partner. Read More
About Customer	ELARABY Group, established in 1964, has grown from a joint-stock family enterprise to one of the largest industrial and commercial corporations in Egypt, the Middle East, and Africa. The Group operates through 16 commercial, industrial, medical, and service companies, in four different governorates with 26 industrial facilities, and 2 hospitals. In 2020, ELARABY’s workforce exceeded 40,000 employees. The Group’s brand portfolio consists of more than 16 global brands with 30 product categories and more than 4,000 variations. The company exports to over 60 countries and has 3,000 sales partners and more than 25 branded stores locally, backed by more than 600 after-sales service centers. Read More
Solution	ELARABY Group selected Infobip as their WhatsApp Business Platform solution provider and established their first chatbot to assist customers with common queries including billing, purchase processing, order status, and delivery notifications. This formed the communication queue for their sales channel. Subsequently, they added Conversations, a digital-first cloud contact center, along with the chatbot building platform, Answers. This solution provided an omnichannel communication platform for the company. The establishment of a simple workflow model facilitated the integration of these solutions into their existing systems. The combination of Conversations and Answers provided a more compelling way for ELARABY Group to engage with customers. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Electronics

Healthcare & Hospitals

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Chatbots

Challenge

ELARABY Group, a leading home appliances and electronics manufacturer in Egypt, has been experiencing exponential growth, exporting to over 60 countries worldwide. With over 3,000 sales partners, 25 branded stores locally, and more than 600 after-sales service centers, the company has a growing customer and partner base. This growth brought about the need to improve customer experience and engagement. The company was keen to identify the right channel to best handle their customer experience requirements on a large scale. They quickly identified that their communication with clients needed to be fast, reliable, and satisfactory to the growing expectations of those they served. To address these challenges, and as part of their ongoing mission to engage in digital transformation and customer experience (CX), ELARABY Group sought a quick-to-market solutions partner.

About Customer

ELARABY Group, established in 1964, has grown from a joint-stock family enterprise to one of the largest industrial and commercial corporations in Egypt, the Middle East, and Africa. The Group operates through 16 commercial, industrial, medical, and service companies, in four different governorates with 26 industrial facilities, and 2 hospitals. In 2020, ELARABY’s workforce exceeded 40,000 employees. The Group’s brand portfolio consists of more than 16 global brands with 30 product categories and more than 4,000 variations. The company exports to over 60 countries and has 3,000 sales partners and more than 25 branded stores locally, backed by more than 600 after-sales service centers.

Solution

ELARABY Group selected Infobip as their WhatsApp Business Platform solution provider and established their first chatbot to assist customers with common queries including billing, purchase processing, order status, and delivery notifications. This formed the communication queue for their sales channel. Subsequently, they added Conversations, a digital-first cloud contact center, along with the chatbot building platform, Answers. This solution provided an omnichannel communication platform for the company. The establishment of a simple workflow model facilitated the integration of these solutions into their existing systems. The combination of Conversations and Answers provided a more compelling way for ELARABY Group to engage with customers.

Impact #1	The implementation of the WhatsApp Business Platform solution, Conversations, and Answers significantly improved ELARABY Group's customer engagement. The establishment of three chat queues dedicated to various customer needs including sales, direct complaints/maintenance, and VIP complaints helped increase customer satisfaction. The combination of Conversations and Answers spurred a better, more compelling way for ELARABY Group to engage with customers. Additionally, as reported by users, all complaints were addressed in a more efficient and clear manner. This digital transformation has not only enhanced the customer experience but also streamlined the company's operations.

Impact #1

The implementation of the WhatsApp Business Platform solution, Conversations, and Answers significantly improved ELARABY Group's customer engagement. The establishment of three chat queues dedicated to various customer needs including sales, direct complaints/maintenance, and VIP complaints helped increase customer satisfaction. The combination of Conversations and Answers spurred a better, more compelling way for ELARABY Group to engage with customers. Additionally, as reported by users, all complaints were addressed in a more efficient and clear manner. This digital transformation has not only enhanced the customer experience but also streamlined the company's operations.

Benefit #1	ELARABY Group’s monthly active users increased from 116 (in the first month) to more than 13,013 per month, according to December’s monthly active users in 2021.

Benefit #1

ELARABY Group’s monthly active users increased from 116 (in the first month) to more than 13,013 per month, according to December’s monthly active users in 2021.

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Overview

ELARABY Group: Leveraging IoT for Enhanced Customer Experiences

Operational Impact

Quantitative Benefit