Discover how DHL Group increased connectivity across the enterprise and automated multiple processes end-to-end
Multinational distribution company automates customer contact center to resolve cases 33% faster
77,000
customer enquiry cases processed
33%
faster customer call resolution
7
days a month saved on call logs & resolution
4,000
product lifecycle cases processed a month
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Bunzl Retail and Healthcare 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.
Discover the challenges of supply chain management and the opportunities to solve them using digital process automation.
Through [Bizagi] we are sharing and working on processes across different teams and departments. We take some of those processes into our customers and suppliers without having the disconnect by going offline or into emails. All of those things happen end-to-end within a single platform.”
Adil Jan,
IT Director
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