Powering Convenient, Affordable Parcel Delivery at Scale

Powering Convenient, Affordable Parcel Delivery at Scale

1. How CXG Supports the PAXI Customer Experience

In a country where affordability, accessibility and reliability matter more than ever, PAXI by PEP has fundamentally changed how South Africans send and receive parcels.

With over 3,000+ PEP and PEP CELL stores nationwide, PAXI has made parcel delivery simple, low-cost and accessible to communities that have traditionally been underserved by traditional courier models. Whether it’s a small business shipping stock, a family sending essentials, or an online seller reaching customers across the country, PAXI has become a trusted everyday delivery solution.

Behind this simplicity, however, sits a high-volume, technology-enabled customer experience operation and that’s where CXG Customer Experience Group plays a critical role.

2. CX at the Heart of the PAXI Promise

PAXI’s value proposition is clear:

• Affordable parcel delivery

• Nationwide reach through PEP stores

• Easy drop-off and collection

• Reliable tracking and support

Delivering on that promise at scale requires more than logistics. It requires consistent, responsive and empathetic customer support across multiple channels, capable of handling hundreds of thousands of interactions every month.

CXG partners with PEP and PAXI to design, manage and continuously optimise this experience ensuring customers get answers quickly, issues are resolved efficiently, and trust in the PAXI brand is strengthened with every interaction.

3. A High-Volume, Omni-Channel Support Operation

Today, CXG manages a fully integrated BOT, IVR, CRM and agent support environment for PAXI and related PEP services, delivering support across:

• PAXI parcel queries and tracking

• PEP Cell and value-added services

• Home and retail support

• Portal-based customer interactions

  
  

4. Scale that Matters

• 375,000+ customer interactions per month

• 70% successfully resolved via BOT and IVR, reducing friction and improving response times

• Dedicated CX resources, purpose-built for the PEP and PAXI environment

This blended digital-first model ensures customers can self-serve where appropriate, while still having seamless access to trained agents when human support is required.

5. Technology That Enables Simplicity

At the core of the operation is QContact, CXG’s primary CX platform, providing a single, unified environment for:

• Omni-channel interaction management

• BOT and IVR orchestration

• CRM integration and case management

• Performance monitoring and reporting

This is further enhanced through:

• Salesforce integration for CRM and customer data visibility

• eCommerce and digital workflow integrations, supporting modern retail and parcel journeys

The result is a connected CX ecosystem that scales with demand and evolves with customer behaviour.

6. Always On, When Customers Need It

PAXI customers rely on support outside of traditional office hours and the CXG operation is designed accordingly to ensure consistent support throughout the customer lifecycle, from parcel drop-off to collection and beyond.

7. More Than Support A Managed CX Partnership

Beyond day-to-day operations, CXG provides full service management, including:

• Monthly and quarterly performance reporting

• Trend and behavioural analysis

• Continuous improvement insights

• Automation and deflection optimisation

This partnership approach enables PAXI to make informed decisions, refine customer journeys, and continually enhance the experience delivered through its nationwide network.

Enabling Access. Delivering Trust. At Scale.

PAXI has redefined affordable parcel delivery in South Africa. CXG is proud to support that mission by delivering a scalable, reliable and customer-obsessed experience operation behind the scenes.

Together, we enable millions of South Africans to move goods more easily strengthening trust, access and opportunity, one parcel at a time.

❤️ Doing Something Great.