Powering Convenient, Affordable Parcel Delivery at Scale

In a country where affordability, accessibility and reliability matter more than ever, PAXI by PEP has fundamentally changed how South Africans send and receive parcels. With over 3,000+ PEP and PEP CELL stores nationwide, PAXI has made parcel delivery simple, low-cost and accessible to communities that have traditionally been underserved by traditional courier models.

Behind this simplicity, however, sits a high-volume, technology-enabled customer experience operation — and that's where CXG Customer Experience Group plays a critical role.

CX at the Heart of the PAXI Promise

Delivering on PAXI's value proposition at scale requires more than logistics — it requires consistent, responsive, and empathetic customer support across multiple channels, capable of handling hundreds of thousands of interactions every month.

CXG partners with PEP and PAXI to design, manage and continuously optimise this experience — ensuring customers get answers quickly, issues are resolved efficiently, and trust in the PAXI brand is strengthened with every interaction.

Scale That Matters

• 375,000+ customer interactions per month
• 70% successfully resolved via BOT and IVR, reducing friction and improving response times
• Dedicated CX resources, purpose-built for the PEP and PAXI environment
• Support across PAXI parcel queries, PEP Cell, value-added services, home and retail support

Technology That Enables Simplicity

At the core of the operation is QContact, providing a single, unified environment for omni-channel interaction management, BOT and IVR orchestration, CRM integration and case management, and performance monitoring and reporting. This is further enhanced through Salesforce integration for CRM and eCommerce workflow integrations.

A Managed CX Partnership

Beyond day-to-day operations, CXG provides full service management including monthly and quarterly performance reporting, trend and behavioural analysis, continuous improvement insights, and automation and deflection optimisation.

PAXI has redefined affordable parcel delivery in South Africa. CXG is proud to support that mission — enabling millions of South Africans to move goods more easily, strengthening trust, access and opportunity, one parcel at a time.