PAXI: Delivering Superior Experiences at Scale

Overview

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.

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.

CXG's Role

CXG partners with PEP and PAXI to design, manage and continuously optimise experiences ensuring customers get an effortless, reliable parcel experience at every touchpoint — from sending to receiving.

High-Volume, Omni-Channel Support Operation

Today, CXG manages a fully integrated BOT, IVR, CRM and agent support environment for PAXI and related PEP services, delivering support across:

• PAXI parcel queries and tracking
• PEP Cell and value-added services
• Home and retail support
• Portal-based customer interactions

Scaling When It 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

This blended digital-first model ensures customers can self-serve where appropriate, while still having access to human support for more complex queries.

Technology That Enables Simplicity

At the core of the operation is CXG's UCaaS Platform, which provides a single, unified environment for:

• Omni-channel interaction management
• BOT and IVR orchestration
• CRM integration and case management
• Performance monitoring and reporting

This is further enhanced through:

• Salesforce integration for CRM and customer data visibility
• eCommerce and digital workflow integrations supporting modern retail and parcel journeys

The Result

PAXI's customer experience is built on the foundation that simplicity at the front must be matched with operational excellence at the back. CXG enables PAXI to scale confidently, protect customer trust, and deliver on the promise that every South African — regardless of location — can access fast, affordable, and reliable parcel delivery.