This is our story of co-creating an omni-channel contact center solution to help a retailer’s counter-to-counter parcel service improve CX through intelligent automation and analytics.
Growth Demands Change
PAXI, a store-to-store parcel service, is powered by PEP, Africa’s largest single-brand retailer. Last-mile delivery is at the heart of their operations as they help customers and businesses across South Africa send and receive parcels through their network of 2,500+ PAXI points. As the company grew exponentially, PAXI wanted to intelligently and digitally transform CX and the last-mile strategy. It needed a strategic partner ahead of the curve in data and analytics.
Co-creation Meets Digital Dexterity
To improve customer visibility, interactions and query resolution, PAXI turned to WNS. Following a series of joint and consultative workshops, we leveraged EXPIRIUS, our human-assisted digitally integrated CX model, to deploy a cloud-based omni-channel contact center solution. This encompassed voice, e-mail, chat, WhatsApp and social media. We implemented a fully integrated WhatsApp bot and an automated claims process to reduce customer effort. Real-time insights from social media analytics helped us delve deeper into customer sentiments.
WNS’ digital CX solution, underpinned by intelligent automation and analytics, enabled PAXI to transform customer engagement while scaling parcel management. Tangible outcomes included:
call volume deflection
improvement in first-call resolution
volume increase managed minus added cost