Bunzl Retail Supplies

Bunzl Retail Supplies, part of the wider Bunzl Group, had a vision to enable more connectivity, both within their business between employees, and with suppliers and customers. As the business grew, they wanted to enable a centralized way of working to remove pain-points for stakeholders by using a process automation platform. They began by automating elements of the customer contact center to help employees log and resolve enquiries more efficiently.

Using Bizagi to act as a foundation, Bunzl set about connecting their systems and people to enable a more efficient way of working. Their customer enquiry process was automated to gather data and call logs, so agents are now instantaneously presented with all relevant data on a single screen so they can resolve enquiries faster. The customer service team can resolve calls 33% faster, which equated to seven person-days a month.

Additionally, Bunzl created a sustainability hub using Bizagi Sites, to enable suppliers to submit the composition of their products, which in turn helps customers to make an informed decision about purchasing packaging and other goods. Their most complex use of Bizagi is in the product lifecycle management process, which processes 4,000 cases per month with the standardized process saving time and providing accuracy of data with automated audit trails.