Boon Rawd Supply Chain Enhances Efficiency with NICE CXone
Transforming Supply Chain Management with NICE CXone
Boon Rawd Supply Chain Co., Ltd (BRS), recognized for its expertise in supply chain solutions and logistics, recently transitioned to the cloud, integrating NICE CXone for enhanced operational transparency and customer experience. This strategic move allows BRS to leverage advanced analytics and sophisticated technologies to refine its processes and foster growth throughout the ASEAN region.
Why BRS Chose NICE CXone
As businesses continually seek to elevate the customer experience, BRS identified NICE CXone as the ideal solution to streamline operations. Their previous on-premises setup limited their potential for insights and efficiency. By adopting NICE's industry-leading CXone platform, BRS now enjoys comprehensive reporting and visibility across its diverse operations, which include customer services and logistics management.
Improvements in Efficiency
With the implementation of CXone, BRS achieved significant gains in operational efficiency. Key performance indicators reflect a remarkable 9% reduction in average handle time (AHT) and a 58% decrease in unavailable time, signaling a significant enhancement in workforce management and customer interactions. The omnichannel capabilities, which include voice and digital communication, offer seamless customer engagement, reflecting modern expectations for connectivity and support.
Insights Driving Decisions
Advanced analytics play a pivotal role in BRS's operational strategy. By utilizing CXone Analytics, the company gains profound insights into customer behaviors and supply chain dynamics. This data-driven approach not only identifies areas for cost reduction but also unearths new sales channel opportunities, driving proactive business development.
A Commitment to Customer Satisfaction
Thanawat Thaiyoo, Customer Services and Supports Director at BRS, emphasized their objective: "We aimed for a solution that ensures complete transparency and amplifies our service capabilities. With NICE CXone, we are empowered to exceed customer expectations consistently. They rightfully deserve the best service we can offer." This commitment underlines BRS's dedication to elevating customer satisfaction through innovative technology.
NICE's Role in the Transformation
Darren Rushworth, President of NICE International, remarked, "CXone’s all-encompassing platform uniquely integrates previously fragmented systems, facilitating a robust management of customer experience workflows. It enables companies to effectively reduce costs while improving service delivery. We are thrilled to be part of BRS’s transformative journey towards a true omnichannel experience." This partnership places BRS on a progressive path, aligning with top industry standards in customer experience management.
About Boon Rawd Supply Chain Co., Ltd
Founded in 2018, BRS now manages an impressive portfolio designed to handle over 515 million items each year. With a vast warehouse space of 140,000 square meters across seven distribution points, BRS operates a fleet of over 600 owned vehicles and has access to an additional 3,600 vehicles within its network. This extensive logistical capacity allows BRS to reach various retail outlets and communities throughout Thailand, setting the stage for continuous growth in supply chain solutions.
About NICE
NICE (Nasdaq: NICE) stands as a global leader in crafting exceptional customer experiences through its innovative technology solutions. Boasting the world's number one cloud-native customer experience platform, CXone has transformed over 25,000 organizations worldwide, including a significant number of Fortune 100 companies. NICE’s commitment to integrating AI-powered self-service and agent-assisted platforms ensures that businesses can continually enhance customer interactions.
Frequently Asked Questions
What motivated BRS to implement NICE CXone?
BRS aimed to improve transparency and operational efficiency, ultimately enhancing their customer experience.
What key benefits has BRS realized since using CXone?
They have seen a reduction in average handle time by 9%, a 29% decrease in callback duration, and a 58% drop in unavailable time.
How does NICE CXone support omnichannel communication?
The platform offers integrated voice, digital, and outbound capabilities that facilitate seamless customer engagement.
What future enhancements are expected with NICE CXone?
BRS plans to deploy NICE’s Interaction Analytics to deepen their analytical insights for informed business decisions.
How does NICE help companies like BRS?
NICE enables companies to integrate systems for improved efficiency and cost savings while enhancing the overall customer experience.
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