Organizations across MENA trust Maktab to run their support operations. Here's what they've achieved.
Five anonymized deployments across government, education, healthcare, managed services, and telecommunications.
Running Request Tracker with no Arabic language support, fully manual escalation routing, and no SLA tracking mechanism. Agents were resolving tickets in a second language while compliance audits flagged the absence of measurable service commitments.
Migrated to Maktab's Arabic-first interface with RTL support across all views. Automated SLA policy enforcement, ITSM modules (change/asset management), and a fully bilingual customer portal were deployed within three weeks.
Three separate ticketing systems for IT, HR, and Facilities teams with no unified reporting view. Students emailed individual departments directly, creating untracked backlogs. Support quality was inconsistent across departments.
Deployed Maktab's multi-department architecture with a shared service catalog. Students access a single self-service portal routed intelligently to the correct department. Each department retains private queues while management has a unified dashboard.
GDPR-equivalent regulatory requirements demanded full audit trails, PII handling controls, and documented data processing records. Existing tooling had no native PII detection and could not produce the audit evidence required by the regulator.
On-premises Maktab deployment with automatic PII scanning on ticket bodies, immutable audit logs, SCIM provisioning for immediate deprovisioning, and a documented data processing record. Deployed on the organization's own infrastructure inside their network perimeter.
Managing 45 clients in a single tool while keeping data strictly isolated, offering white-label portals per client, and enforcing per-client SLA agreements that varied significantly in priority and response time commitments.
Maktab's multi-tenant architecture with per-client white-label branding, independently configured SLA matrices, and a partner portal giving the MSP's account managers a cross-client health view. Client onboarding was templated end-to-end.
Customer requests arrived via WhatsApp, email, and voice calls — each creating separate data silos with no unified customer history. Agents were switching between three systems per interaction. WhatsApp was the dominant channel but had zero resolution automation.
Deployed Maktab omnichannel with WhatsApp, email, and Twilio voice all routing to a single unified queue. A RAG-powered AI bot was configured on the WhatsApp channel with the company's own knowledge base, resolving common queries without agent involvement.
Share your experience on G2 or Capterra to help others in your industry make an informed choice. Your review helps support teams across MENA discover the right tool.
Start with a free trial or talk to our team about your organization's requirements. No contracts, no credit card required to get started.
Request a Demo Talk to sales