Transforming customer experience for BJS Home Delivery

BJS Home Delivery had a CX problem.

As a service-driven and customer focused business, BJS needed a software solution that personalised the customer experience while improving their team’s efficiency.

With a mountain of (literally) moving parts to a logistics operation, the need for a simple, seamless customer journey was paramount in providing the foundation for BJS to scale up it’s operations, introduce efficiencies for the customer service teams and improve the overall end-user experience.

Boxworks were asked to provide a custom, tailor-made solution that focused on reducing call-answering times, expanded communication channel options for BJS’ customers, and create a seamless experience for both customers and service agents.

Technologies

BJS run their logistics experience on a stack of in-house micro-services that require integrations not only with each other but with their clients’ platforms too.

Boxworks proposed a solution built on Twilio Flex, a robust cloud-based contact centre platform known for its flexibility and scalability. Leveraging Twilio Flex, Boxworks built a highly customized platform that allows BJS to scale.

Single-Pane-of-Glass Interface: Developed for customer service agents to streamline workflows and improve efficiency.

WhatsApp Integration: Expanded communication channels, allowing customers to reach BJS via their preferred contact channel.

Omnichannel Solution: Unified communication across multiple platforms, giving agents a comprehensive view of customer interactions.

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‍Talk to us to learn more about this project and the transformation that Boxworks delivered.