Case Study: Boon Rawd Supply Chain Co. achieves greater efficiency and customer satisfaction with NICE Systems

Streamlines Diverse Operations while Supporting Customer and Employee Satisfaction

Boon Rawd Supply Chain Co faced rising call volumes, complex multi-channel customer interactions, and an aging on-premises contact center that made it hard to maintain efficient service across its distribution network. The company needed a flexible, scalable, futureproof solution to support more than 50 affiliated companies and improve both customer and employee experiences, so it partnered with NICE Systems and selected CXone Mpower.

NICE Systems implemented CXone Mpower with omnichannel routing, self-service, CRM integration, and interaction analytics to unify voice and digital support and streamline agent workflows. The results included a 13.5% reduction in average handling time, a 29% reduction in callback duration, a 25% reduction in staff attrition, a 28% improvement in staff engagement, and 99.96% uptime, helping Boon Rawd Supply Chain Co achieve faster, more reliable service.

Boon Rawd Supply Chain Co

Thanawat Thaiyoo

Customer Services and Supports Director