NICE (Nasdaq: NICE) has today announced that Boon Rawd Supply Chain Co., Ltd (BRS), Thailand’s experts in supply chain solutions and logistics, customer services, and support to connect customers with brands throughout the ASEAN region, implemented NICE CXone to gain full transparency and convergence of all facets of its businesses and provide exceptional CX. The shift from on-premises to the industry-leading CXone cloud platform along with CXone Analytics has enabled BRS to use advanced insights to fully serve supply chain processes, identify cost reductions, and discover sales channel opportunities.
BRS selected CXone to enhance the customer experience with improved efficiency in time, accuracy, overall cost, and business development. The CXone platform supports BRS’s vastly diversified portfolio by providing complete visibility and comprehensive reporting fully integrated with each business area’s CRM. The addition of a complete omnichannel experience, including voice, digital, and outbound, yielded immediate results, with a 9% reduction in average handle time (AHT), a 29% reduction in callback duration, and a 58% reduction in unavailable time. NICE’s Interaction Analytics will be deployed later this year to further drive analytical insights in business decisions.
“We were looking for a vendor that would allow us complete transparency and opportunity,” said Thanawat Thaiyoo, Customer Services and Supports Director, Boon Rawd Supply Chain Co., Ltd. “NICE CXone gives us the ability to exceed our customers’ expectations to provide superior service. Our customers expect and deserve nothing but the best.”
Darren Rushworth, President, NICE International, said, “CXone’s complete platform and purpose-built AI integrates previously disparate systems for consistent management of CX workflows. NICE’s industry-leading platform enables companies to quickly save costs and improve efficiency. We are excited to assist BRS’s transformation to provide a true omnichannel experience.”
About Boon Rawd Supply Chain Co., Ltd. (BRS)
BRS was established on July 3, 2018, with the mission of delivering over 515 million items annually. The company operates within a warehouse space of 140,000 square meters across 7 distribution points nationwide. BRS has a fleet of over 600 owned transport vehicles and additional 3,600 vehicles in its network. This extensive fleet connects the supply chain from manufacturers to wholesale and retail outlets throughout Thailand, reaching from provincial level to communities and villages. Consequently, BRS has become a comprehensive supply chain solutions and logistics provider.
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