Case Study: Bunzl Retail and Healthcare Supplies achieves 33% faster customer call resolution with Bizagi

Multinational distribution company automates customer contact center to resolve cases 33% faster

Bunzl Retail and Healthcare Supplies, part of the Bunzl Group in the UK, needed to centralize and scale operations as the business grew. Their legacy workflow tools left contact center agents switching between systems, relying on emails and manual entry, so Bunzl set out to connect employees, suppliers and customers and remove process bottlenecks.

Using Bizagi as the central "Connect" platform, Bunzl automated the customer enquiry workflow, built a supplier sustainability portal with Bizagi Sites, and integrated product lifecycle management with Sage. The automation presents all relevant data on one screen, cutting call resolution time by 33% (from 6 to 4 minutes), saving about seven person-days per month, processing 77,000 enquiries to date, onboarding 400+ suppliers to the portal and handling roughly 4,000 PLM cases monthly while improving data accuracy and standardization.

Bunzl Retail Supplies

Adil Jan

IT Director