Paxi
CX and Digital Transformation
Client:
PAXI
Scope:
CX and Digital Transformation
Year:
2025
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.
CXG partners with PEP and PAXI to design, manage and continuously optimise experiences ensuring customers get answers quickly, issues are resolved efficiently, and trust in the PAXI brand is strengthened with every interaction.
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
PAXI : 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.
Technology That Enables Simplicity
At the core of the operation is our UCaaS Platform which provides 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